Automotive News
Group 1 scored highest in a survey of the top 17 dealership groups on how well they answered service calls and booked appointments
July 2023
When a customer calls to make a service appointment at a Group 1 Automotive dealership, there's a roughly 95 percent chance their call will be answered within 20 seconds and only a 2 percent chance the call will go unanswered. Stats like that explain why the nearly 150 participating Group 1 stores ranked first in handling service appointment calls in a study by Pied Piper Management Co. from January to May. The study relied on "mystery shoppers" ...
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Automotive News
Frictionless service call processes can enhance customer loyalty, study finds
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July 2023
A fair number of fixed ops departments nationwide turn away customers every day by failing to do something very simple and elemental: efficiently handle phone calls and book service appointments. In fact, according to a survey performed by Pied Piper Management Co., an average of 1 out of every 9 "secret shoppers" — or around 11 percent — who called 1,739 auto dealerships hung up without booking an appointment. Those stores were owned by 17 of ...
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Automotive News
Automotive News Discussion: Survey shows which dealer groups handle service calls best
July 2023
Pied Piper has been able to add some data science to its service telephone effectiveness dealership survey, giving dealerships for the first time an idea how well they are handling customer service calls.
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CarScoops.com
Need To Book A Service? These Are The Best And Worst U.S. Dealer Groups For Booking Workshop Time
June 2023
We've all heard some horror stories about dealers performing lousy repair and maintenance work on cars, and also some testimonials from customers whose dealers go the extra mile. But that service experience starts long before your car reaches the workshop. First, you've got to book your car in for a shop visit, and a new study reveals which dealer groups handle that best, and which need to up their game. Group 1 Automotive came out top, but if ...
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Wards Auto
Group 1 Ranks No. 1 in Handling Service Customer Calls
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June 2023
Group 1 Automotive tops a new survey on how well America's largest dealership groups handle customer phone calls to their service departments, Consultancy Pied Piper's inaugural Service Telephone Effectiveness Study focused on how quickly and efficiently service departments handle calls for service appointments (see chart below story). Following Houston-based Group 1, Dallas-based Berkshire Hathaway Automotive and Salt Lake City-based Ken Garff ...
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CBT News
Group 1 earns top marks in service customer phone calls study
June 2023
The 2023 PSI Service Telephone Effectiveness (STE) Study evaluated the effectiveness and quality of service telephone calls to help customers quickly and easily schedule a service appointment, placing Group 1 Automotive first among the seventeen largest U.S. auto dealer groups. Berkshire Hathaway Automotive and Ken Garff Automotive Group followed in the rankings. According to Fran O'Hagan, CEO of Pied Piper, "Customers who find making a service ...
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Auto Dealer Today Magazine
Study Ranks Groups on Service Calls
June 2023
Some big auto dealer groups don't pass the grade when it comes to service department phone calls with consumers, a new report shows. Pied Piper ranked the 17 biggest U.S. auto groups on the efficiency and quality of consumer phone calls to their service departments to schedule appointments. It ranked Group 1 Automotive tops in its performance on that measure. Berkshire Hathaway came in second, followed by Ken Garff Automotive Group in third ...
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Auto Remarketing
17 largest dealer groups ranked for service appointment call effectiveness
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June 2023
When it comes to making it easy for consumers to schedule service appointments by phone, some dealer groups, apparently, do it better than others. On Monday, Pied Piper released the results of its 2023 PSI Service Telephone Effectiveness Study, which examined the 17 largest auto dealer groups for how easily consumers can call to set up a service appointment. Topping the list was Group 1 Automotive, which had an overall Service Telephone ...
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