PSI® Omnichannel Fact-Based Mystery Shopping®
Recent Press - Fran O'Hagan (Page 18)
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PowerSports Business
Irrevocable evidence for dealers: Driving PSI paying off
April 2009
“There is now irrevocable evidence that there is a link between scoring high on PSIs and developing your business,” said Ducati North America (DNA) CEO Michael Lock. “You don't develop the business because you score high on PSI, you develop the business because you're running the business properly” on which the PSI is one measuring tool. DNA dealers who consistently fared well in a retail sales practice survey called the Pied Piper Prospect ... Read More >
PowerSports Business
Into the great E-mail abyss
February 2009
According to a 2008 survey, motorcycle dealers respond to a consumer's e-mail inquiry within 24 hours only 30 percent of the time, according to a national benchmarking study that examines the effectiveness of the motorcycle industry's sales force. The survey of more than 800 dealerships, called the Prospect Satisfaction Index by Pied Piper Management Co., shows the motorcycle industry well behind the auto industry in this effort. The auto ... Read More >
White Paper by Karolyn Hart, Wireless Ronin Technologies
Automotive Digital Signage ROI Driving Value to your Business
February 2009
Those brands that have been able to grow sales also have dealers who are more likely to satisfy shoppers. Dealers who improved their average Pied Piper PSI scores by 10 points or more from 2007 to 2008 saw retail sales increase 9% during the same time period. On the other hand, dealers for whom PSI dropped by 10 points or more saw their retail sales drop 6%. According to Fran O'Hagan, President of Pied Piper Management Co., LLC, "Today's shoppers ... Read More >
Powersports Business
The truth behind Mr. Customer Service salesperson
December 2008
As the old saying goes, “You don't know what you don't know,” and along those same lines you can't see what you can't see. An external, fresh prospective of the actual experience you're providing to your prospects gives you the ability to uncover what you're unaware of that could be costing you sales. This is where Pied Piper's Prospect Satisfaction Index (PSI) Evaluations come in. I've used the data from these evaluations as the basis for many ... Read More >
Dealership P.R.O.
Pied Piper Leads the Way
September 2008
From Dealership University’s perspective, it’s difficult to solve problems if you aren’t aware you have any. That’s where Fran O’Hagan, owner and founder of Pied Piper Management Company, comes in. The five year old company has created independent industry-wide benchmarking based on real shopper intercept research, industry and trans-industry comparisons that allow dealers and manufacturers to identify strengths and weaknesses and improve their ... Read More >
RV Business
Study Gauges Retail Experience for Shoppers of Class A Coaches
August 2008
Winnebago Itasca Ranked Highest in 2008 Pied Piper Prospect Satisfaction Index Citing Anonymous Evaluations at 583 RV Dealerships Across U.S. Read More >
PowerSports Business
Ducati North America sales hit an all-time high
July 2008
CEO Michael Lock credits the company’s model lineup transformation and dealer improvements for the record sales increase. [Ducati North America introduced Pied Piper PSI to their entire dealer body in fall 2007.] Read More >
Ward’s Dealer Business
Dealers Treat Shoppers Better
July 2008
Most car dealerships are treating their customers better, according to an annual satisfaction study using mystery shoppers. Acura, Jaguar, Lexus and Saturn dealerships rank highest in the 2008 Pied Piper Management Co. review in which people were hired to pose as shoppers, visit auto dealerships, then calculate and report their findings on how they were treated. Read More >
Automotive Digest
Study: Dealers Seeing Increased Shopper Satisfaction
July 2008
Consumers are happier with how dealers treat them than a year ago, says Pied Piper study. Read More >
The Car Connection
Are Dealers Doing a Better Job Satisfying Customers?
July 2008
Significantly, those brands which have been able to grow sales also have dealers who are more likely to satisfy shoppers. Read More >
