Does PSI work?

Brands, manufacturers and retailers use Pied Piper PSI mystery shopping to directly improve sales, market share and customer loyalty.

Examples:

A leading auto manufacturer hired Pied Piper to provide multiple PSI Internet Sales Mystery Shops every month for all of their retailers, to "shine a light on what was really happening" when a customer reached out to a dealership through the dealer website. During the following year, that manufacturer sold 37% more vehicles from the same quantity of customer web inquiries.

A motorcycle manufacturer used PSI In-Person Mystery Shopping to find that their dealerships which offered test rides at least 75% of the time retailed 43% more units than those who did not.

An auto manufacturer used PSI In-Person Mystery Shopping to find that their dealerships which always asked for contact information retailed 29% more units than those who did not.

An auto manufacturer used PSI In-Person Mystery Shopping to find that their dealerships with salespeople who provided compelling reasons to buy from their dealership at least 75% of the time generated an average per-unit gross profit $477 higher than those who did not.

What do others say about Pied Piper PSI?

Manufacturer: "We have been blown-away by what Pied Piper PSI has done for our dealer network. Here's the bottom line: Poor performing dealers who have used PSI to "act like" a great performing sales dealer have soon become a great performing sales dealer."

Manufacturer: "I think the concept of measuring 'Prospect Satisfaction' and using it to generate incremental retails is something the auto industry has been missing for years, and I believe that Pied Piper PSI will continue to grow as an automotive industry benchmark. PSI is the rare program that delivered immediately for us, and was also embraced by our dealers."

Honda Auto Dealer: "I think your program is fantastic. We've used the bad surveys (we've had a bunch) to do some individual training. And we're training the entire staff using the survey format. I am so impressed with the Pied Piper program and surveys that I've already signed up with you guys for our Acura store (at our expense). Thanks for your help."

Manufacturer: Explaining why his company chose to measure and benchmark dealer sales performance every month using "prospect satisfaction" and Pied Piper PSI instead of using the more common measuring stick—customer sales satisfaction, the CEO said that they opted against CSI surveys—because "it's creating the wrong type of relationship between the dealer and the customer." He said such surveys put pressure on dealer staff to convince consumers to give them high scores on such surveys. By choosing Pied Piper PSI instead, they ensured that the evaluation of the dealership's retail practices are kept between the dealer and the OEM, and do not involve the customer, something the CEO saw as key.

Kawasaki Motorcycle Dealer: "Pied Piper PSI showed that we didn't ask for the sale, which surprised me... We're good at educating people, but that makes us a museum, rather than a retail outlet. We've already taken steps to change…"

Press: "Pied Piper PSI results show that it is possible for salespeople to effectively ask for the sale without seeming either overbearing of ambivalent."