PSI® Omnichannel Fact-Based Mystery Shopping®
Recent Press - Digital Retail
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Wards Auto
Caught in the Web: Top dealership performers respond to web leads in 30 minutes or less.
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October 2023
Mystery shoppers found large car dealership groups overall outperformed smaller counterpart stores in internet lead responsiveness, according to a new study. Napleton Auto Group ranked highest among 17 national groups evaluated in the 2023 Pied Piper Internet Lead Effectiveness Study. Drawing from mystery shopping data, the consultancy measures the handling of internet leads coming though dealership websites. Tied for second were Penske ... Read More >
Auto Remarketing
Study finds Napleton tops auto groups in responding to website customers
September 2023
Napleton Auto Group ranked as the dealer group most responsive to Internet leads, according to research by Pied Piper. The 2023 Pied Piper PSI Internet Lead Effectiveness Study showed Napleton at the top of the list for the second consecutive year, ahead of Penske Automotive Group and Herb Chambers Auto Group, which tied for second. Napleton's average score of 83 out of 100 was a nine-point improvement over the 2022 study. The study of 17 ... Read More >
Automotive News
Dealerships improve response times to customer website inquiries
September 2023
Auto dealerships have made great strides in responding rapidly to customer inquiries on their websites, according to a new study from consulting firm Pied Piper Management Co. "What everyone has learned is that responding quickly to customer inquiries translates to higher web lead close rates," Pied Piper CEO Fran O'Hagan told Automotive News. "What that means is that out of every 10 people who contact a dealership through the website, more of ... Read More >
DealerNews
INDIAN DEALERS RANKED HIGHEST IN WEBSITE RESPONSE
May 2023
Indian Motorcycle dealerships ranked highest in the 2023 Pied Piper PSI Internet Lead Effectiveness (ILE) Motorcycle/UTV Industry Study, which measured responsiveness to internet leads coming through dealership websites. Following Indian were Harley-Davidson, Polaris Inc's RZR dealers, BRP's Can-Am dealers, Kawasaki and Yamaha. Read More >
Powersports Business
Motorcycle dealers respond to website leads as quickly as car dealers: Pied Piper internet lead study shows Harley-Davidson dealership are top responders
May 2022
Harley-Davidson dealerships ranked highest in the 2022 Pied Piper PSI Internet Lead Effectiveness (ILE) Motorcycle/UTV Industry Study, which measured responsiveness to internet leads coming through dealership websites - behaviors tied directly to retail sales success. Dealers selling Indian motorcycles were ranked second, followed by Polaris side-by-side dealers. "Quick response to web customers is critical to selling, placing an order, or ... Read More >
DealerNews
HARLEY-DAVIDSON, INDIAN & POLARIS DEALERS RANKED HIGHEST IN RESPONSE TO WEBSITE CUSTOMERS
May 2022
Post-pandemic inventory issues still make it a sellers market... but for how long? Many dealers have been developing bad habits in the lack of new units... why bother responding to an Internet lead when the lead time is going to be six months or longer, right? WRONG! "Quick response to web customers is critical to selling, placing an order, or building the foundation for future sales," explains Fran O'Hagan, CEO of Pied Piper. "Dealers who ... Read More >
Outdoor Power Equipment Business
Compact Tractor Dealers Ignore Two-Thirds of Potential Website Customers: Pied Piper Study
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February 2022
Dealers selling CNH’s New Holland compact tractors ranked highest in responsiveness to Internet leads from dealership websites, according to the 2022 Pied Piper PSI Internet Lead Effectiveness (ILE) survey released today. Agco’s Massey Ferguson brand and Mahindra were tied for second, followed by John Deere and Kubota. However, even among the top brands, the overall responsiveness of the compact tractor industry to customer queries to dealer ... Read More >
Rural Lifestyle Dealer
Compact Tractor Dealers Ignore Two-Thirds of Potential Website Customers
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February 2022
Dealers selling CNH's New Holland compact tractors ranked highest in responsiveness to Internet leads from dealership websites, according to the 2022 Pied Piper PSI Internet Lead Effectiveness (ILE) survey released today. AGCO's Massey Ferguson brand and Mahindra were tied for second, followed by John Deere and Kubota. However, even among the top brands, the overall responsiveness of the compact tractor industry to customer queries to dealer ... Read More >
Powersports Business
Polaris UTV Dealers Top Pied Piper's Latest Study
October 2021
September 2021 Polaris Side-By-Side/UTV dealers led the way in a recent Prospect Satisfaction Index study conducted by California-based Piep Piper, outscoring 16 other brands. BRP's Can-Am dealers finshed second, with John Deere third and Yamaha fourth as the only other brand that finished above the "Industry Average." For the first time, the study was "Omnichannel," meaning it took into account the results of people who first shopped for a ... Read More >
Dealernews
2021 OMNICHANNEL PSI RESULTS
October 2021
October 2021 – Issue 2.0 #9 “What happens when motorcycle or UTV customers visit a dealer website and inquire about a vehicle,” asks O’Hagan. The short answer to that question is “nothing” for 6 out of 10 incoming queries. The longer answer to that there is a lot of variation by brand… Top brands in the new PSI study performed well, while others – including some of the largest brands – have failed to improve over the past few years. This despite ... Read More >
