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Study: Acura Dealers Have The Fastest Call Service
July 2024
Service departments at car dealerships are not all the same. Some get you through to a human being on the phone quickly and help you set up a service appointment efficiently. Others leave you waiting in interminable hold cycles.
The best experience? That goes to those who buy an Acura, a new study says.
Pied Piper, a company that provides secret-shopper services to the automotive industry, conducted the study. Researchers called service departments at 2,716 dealerships nationwide to schedule a service appointment.
They gave each dealership's response a score on a 100-point scale. Sixty-two percent of the score was "determined by efficiency measurements." The remaining 38% went to "quality measurements, where dealerships provide a proactively helpful experience that goes above and beyond the customer's basic expectations."
You'll be surprised to learn that the experience of calling a car dealer can be frustrating.
One in seven times, customers hung up without successfully scheduling an appointment. "These failures occur for reasons such as getting no answer to the call, getting voicemail, a hangup, endless hold, or getting lost in a phone tree," according to the study.
