PSI® Omnichannel Fact-Based Mystery Shopping®
Recent Press - Customer Loyalty (Page 6)
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Press Release: DUCATI MOTORCYCLE DEALERS TOP RANKED FOR 3rd YEAR IN A ROW BY 2016 PIED PIPER PROSPECT SATISFACTION INDEX(R) (PSI(R))
May 2016
10th annual industry benchmarking study measures dealership treatment of U.S. motorcycle shoppers Monterey, California, USA – May 2, 2016 – Ducati dealerships were the top ranked brand in the newly released 2016 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Motorcycle Industry Benchmarking Study, which marks the third consecutive year that Ducati finished at the top. The study measured dealership treatment of motorcycle shoppers, with ... Read More >
Canadian Auto Dealer
Porsche ranks first in customer response study
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March 2016
Porsche dealers beat other brands when it comes to responding to online customer inquiries, found a U.S. study. The brand topped the 2016 Pied Piper PSI Internet Lead Effectiveness Benchmarking study, which measures how auto dealers responded to customer inquiries received online. BMW and MINI dealerships were deemed the most improved brands compared to the previous year, said Pied Piper Management LLC, the company behind the study. But ... Read More >
Edmunds
Porsche Dealerships Are Tops in Fielding Online Customer Queries, Study Says
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March 2016
MONTEREY, California— Porsche dealerships grabbed the top spot in a new study that measured how auto dealerships responded to online queries by car shoppers. Lexus dealerships took the 2nd spot in the study, followed by BMW. The annual Pied Piper Prospect Satisfaction Index Internet Lead Effectiveness Benchmarking Study looked at online responsiveness of 18,551 dealerships nationwide. The study was conducted between September 2015 and March ... Read More >
Wards Auto
Study Shows ‘Great Variability' in How Auto Dealers Field e-Leads
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March 2016
It’s a given today that customer Internet inquiries are important to vehicle sales. That’s why there’s an element of mystery to the results of a mystery-shopping study on how well dealerships handle online leads. The industry average performance hasn’t increased in the past three years. It even dropped slightly this year, with 21 of 33 brands declining. That’s according to the latest 2016 Pied Piper PSI Internet Lead Effectiveness Benchmarking ... Read More >
Automotive News
Porsche tops Lexus in study of online responses
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March 2016
Providing additional information for vehicles of interest and being well above the industry for answering questions from consumers online helped Porsche replace Lexus in the top spot in a dealership study released today. Lexus ranked second in this year’s study after taking the top spot in 2014 and 2015. Ford, the top scoring non-luxury brand in 2016, has also performed above the industry average for the past three years. The sixth annual Pied ... Read More >
Press Release: PORSCHE TOP RANKED; BMW AND MINI MOST IMPROVED FOR RESPONSE TO CUSTOMER INTERNET INQUIRIES, REPORTS PIED PIPER PSI(R)
March 2016
Industry average performance shows no improvement over three years Half of customers received response within 30 minutes; but every 11th customer received no response within 24 hours Monterey, California – March 7, 2016 – Porsche dealerships ranked highest in the 2016 Pied Piper PSI® Internet Lead Effectiveness(™) (ILE™) Benchmarking Study, which measured how auto dealerships responded to customer inquiries received over the internet. BMW and ... Read More >
Wards Auto
Luxury Brands Have Great Cars, and Great Salespeople
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July 2015
Why do Mercedes-Benz, BMW and Lexus rank 1-2-3 in U.S. luxury-brand sales? Reasons vary. But one of them is that their dealership salespeople are real pros. And a reason for that is their staff retention rates are high, meaning good people stick around. And they do so because they're earning a good living from healthy margins on premium cars. “It boils down to profitability,” says Fran O'Hagan, head of Piped Piper Management, a consulting company ... Read More >
The Car Connection
Mercedes-Benz Is Tops In Shopper Satisfaction, But Tesla? Not So Much
July 2015
Today's auto market is a tough one for consumers. There are loads of great cars on the lots, and the differences between those from Toyota, Ford, Volkswagen, and most other mass-market automakers are disappearing. In that kind of environment, customer service is king. The way sales personnel treat shoppers can make or break a dealership. That's why studies like the Prospect Satisfaction Index (PSI) from research firm Pied Piper are so important ... Read More >
Mini, Lexus, BMW stores most-improved in responding to potential buyers
July 2015
Mini, Lexus and BMW dealerships achieved the industry's biggest improvements in building rapport with potential buyers, while Mercedes-Benz stores led the way for a seventh-consecutive year, according to a newly released study. Volvo, Smart, Jaguar and Cadillac had the largest drops in performance. The ninth-annual Pied Piper Prospect Satisfaction Index U.S. Auto Industry Benchmarking Study measured the responsiveness of 6,370 dealerships of all ... Read More >
MERCEDES-BENZ DEALERS RANKED HIGHEST BY 2015 PIED PIPER PSI(R) --MINI, BMW, LEXUS MOST IMPROVED--
July 2015
MONTEREY, CALIFORNIA – July 6, 2015 – For the seventh consecutive year, Mercedes-Benz dealerships ranked highest in the newly released 2015 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Auto Industry Benchmarking Study, which measured treatment of car-shoppers who visited 6,370 dealerships throughout the country. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” ... Read More >
