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Automotive News First Shift July 2011 Mercedes-Benz dealerships ranked highest in a study by Pied Piper Management Company to measure how effectively dealerships sell cars.
Jaguar and Lexus tied for second.
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Motor Trend July 2011 When it comes to the car buying process, the car pretty much does all the work, pulling in buyers with its impressive MPGs, like the Chevrolet Cruze or Ford Fiesta, or making them drool with offerings of the turbo inline 6 in the BMW 1M. Even completely new and fresh designs like the Kia Soul and completely redesigned models like the Hyundai Elantra are enough to entice buyers— all that's left is to seal the deal. But which dealerships leave customers the most satisfied?
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Automobile Magazine July 2011 The auto industry is seeing better days since it suffered a crisis back in 2008, when American car sales plummeted to one of its lowest points. Since then, the industry has rebounded and customers are now flocking to dealerships across the country to get their hands on a new set of wheels. But which dealers are performing up to par?
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New York Times July 2011 DETROIT (Reuters) - Mercedes-Benz dealerships were tops for the third straight year in an independent study issued on Monday of U.S. auto dealers that uses secret shoppers to determine how customers are treated.
Mercedes-Benz, a Daimler AG brand, was followed by Jaguar, a Tata Motors brand, and Lexus, the luxury brand of Toyota Motor Corp , which tied for second. Toyota's U.S. dealerships and Chrysler's Ram pickup truck dealers were best among mass-market brands in the Pied Piper study. Fuller results are at http://www.piedpiperpsi.com. Chrysler is managed by Italy's Fiat SpA. Mercedes-Benz is in a tight race with BMW to overtake Lexus this year as the top-selling luxury brand in the U.S. market. Lexus lost sales because of the March earthquake and tsunami in Japan that curbed production. While there are variations, the brands that scored the poorest were those that had fewest sales per dealership, where good sales people are difficult to retain, said Fran O'Hagen, CEO of Pied Piper, based in Monterey, California. | |
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The Car Connection July 2011 As U.S. auto sales gradually rebound, it would seem that dealerships and showroom salespeople would be eager than ever to let the good times roll once again. But could some brands be slowing their sales recovery due to understaffed dealerships that aren't making every effort to inform shoppers about the vehicle, get them in it, be straightforward, and complete the sale?
It's a question that automakers might find worth looking into. According to a major study from Pied Piper, a California sales and marketing company that also runs programs to improve dealership performance, a number of dealerships aren't performing as well as they could—or as well as they were—when it comes to the basics required to sell vehicles. | |
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Detroit Bureau July 2011 Mercedes-Benz is doing the best job treating potential buyers when they walk into the showroom, reports a new study, which is one reason the maker has continued building demand as the luxury market recovers.
But while it's the third year in a row that the German marque led the annual Pied Piper Prospect Satisfaction Index, its score actually slipped from last year, and the industry, on the whole, has seen a declining in the handling of “ups,” or customers who come to the showroom, cautions analyst Fran O'Hagan. “Industry-wide, treatment of car shoppers has declined almost across the board,” said O'Hagan, adding that “the easiest explanation is that the number of salespeople declined during the recession and has yet to bounce back, even though sales are picking up again.” | |
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Wards Auto July 2011 Most-improved player Mercedes-Benz again leads an annual ranking that measures the sales effectiveness of different auto brands' dealers.
This is the third year in a row Mercedes has topped Pied Piper Management's independent Prospect Satisfaction Index. The consultancy sent 3,524 mystery shoppers into dealerships. The covert operatives recorded how sales personnel did on matters ranging from product knowledge to whether they gave compelling reasons to buy, to whether they provided vehicle walk-arounds. | |
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2011 Pied Piper PSI U.S. Auto Industry Benchmarking Study July 2011 Annual auto industry benchmarking study shows industrywide decline in dealership treatment of car shoppers
MONTEREY, CALIFORNIA – July 11, 2011 – Mercedes-Benz dealerships ranked highest in the newly released 2011 Pied Piper Prospect Satisfaction Index(R) (PSI(R)) U.S. Auto Industry Benchmarking Study, which marked three years in a row of top rankings for the U.S. Mercedes-Benz dealer network. The independent Pied Piper PSI study sent 3,524 hired anonymous “mystery shoppers” into auto dealerships nationwide, then used the patent-pending PSI process to compile the results into an accurate measurement of how each brand's dealerships treat car shoppers. | |
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Press Release: 2011 Pied Piper PSI(R) Internet Lead Effectiveness(™) Benchmarking Study (U.S. Auto Industry) March 2011 Industrywide: 36% of customer internet inquiries remain unanswered after 24 hours
Lexus, Honda and Toyota dealerships ranked highest in a newly released Pied Piper Prospect Satisfaction Index(R) (PSI(R)) Internet Lead Effectiveness(™) Benchmarking Study to measure dealership responsiveness to customer inquiries over the internet. The study measured average dealership performance for all major U.S. automotive brands, showing a wide variety in performance by brand. Pied Piper conducted the study as an independent benchmarking service to its Internet Lead Effectiveness clients, who receive monthly internet "mystery shops" to measure and improve dealership response to internet inquiries. | |
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Press Release: 2010 Pied Piper PSI U.S. Auto Industry Benchmarking Study July 2010 Mercedes-Benz dealerships ranked highest in the newly released 2010 Pied Piper Prospect Satisfaction Index (PSI) U.S. Auto Industry Study, one of a series of unique national benchmarking studies using ?mystery shoppers? to measure and compare how consumers are treated when shopping.
Detroit brands led the way in 2010 for most improvement, with Ford, Lincoln and Chevrolet scoring above the industry average for the first time since PSI auto industry benchmarking began four years ago. The independent study sent 3,658 hired anonymous ?mystery shoppers? into auto dealerships nationwide, then used the patent-pending PSI process to compile the results into an accurate measurement of how each brand?s dealerships treat car shoppers. | |
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