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MPN Magazine
Pied Piper: BRP Can-Am Dealers Ranked No. 1 in Prospect Satisfaction Index
September 2019
For the second year in a row, BRP’s Can-Am dealerships were the top ranked brand, reports the newly released 2019 Pied Piper Prospect Satisfaction Index (PSI) U.S. UTV Industry Benchmarking Study. The study measured in-person treatment of Utility Task Vehicle (UTV) shoppers who visited a dealership. Rankings by brand were determined by the Pied Piper PSI process, which ties “mystery shopping” measurement and scoring of dealership behaviors to industry sales success.
PSI scores range from 49 to 150, with the 2019 industry average score a 99. 37% of UTV dealerships nationwide scored over 130, selling effectively and providing an excellent customer experience. In contrast, 42% of UTV dealerships scored under 75, missing most opportunities to help their customer buy the right UTV.
Honda and Kawasaki were ranked second and third, while Mahindra and Polaris were tied for fourth. Other brands scoring above the industry average were Ingersoll Rand’s Club Car brand, Kubota, Bobcat and John Deere. Brands showing the greatest improvement from 2018 to 2019 were Polaris (+8 PSI points), John Deere (+7) and Gravely (+6). Brands with the greatest declines from 2018 to 2019 were Kymco (-9 PSI points), Cub Cadet (-9) and Arctic Cat (-9). Four brands were new to the study this year: Caterpillar, Cushman, Mahindra’s Roxor brand and Bass Pro Shops, selling their Tracker brand UTVs.
