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Recent Press - Scion

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2011 Pied Piper PSI U.S. Auto Industry Benchmarking Study Mercedes-Benz Dealers Achieve Highest Pied Piper Prospect Satisfaction Index(R) Ranking for Third Consecutive Year

2011 Pied Piper PSI U.S. Auto Industry Benchmarking Study
Mercedes-Benz Dealers Achieve Highest Pied Piper Prospect Satisfaction Index(R) Ranking for Third Consecutive Year

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.

» View PDF of Article (173.2 KB) PDF Document



Automotive News Rethinking Scion

Automotive News
Rethinking Scion

May 2011

According to mystery-shopping consultancy Pied Piper of Monterey, Calif., although Toyota's sales practices are near the industry average, Scion's are the third-worst.
Scion trailed other youth-oriented brands such as Volkswagen, Kia and Mazda mostly because the brand's low-pressure sales techniques don't give customers a reason to buy now or return for a future visit. Scion salespeople fared well in product knowledge, not overselling, and having power over negotiating the selling price.
"We are improving the customer experience, the shopping process, the in-dealership, service," said Dawn Ahmed, Scion corporate manager. "There are lots of opportunities there."

» View PDF of Article (1.66 MB) PDF Document



Press Release: 2011 Pied Piper PSI(R) Internet Lead Effectiveness(™) Benchmarking Study (U.S. Auto Industry) Lexus, Honda, Toyota Dealerships Top Ranked for Internet Lead Effectiveness

Press Release: 2011 Pied Piper PSI(R) Internet Lead Effectiveness(™) Benchmarking Study (U.S. Auto Industry)
Lexus, Honda, Toyota Dealerships Top Ranked for Internet Lead Effectiveness

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.

» View PDF of Article (166.2 KB) PDF Document



Press Release: 2010 Pied Piper PSI U.S. Auto Industry Benchmarking Study Mercedes-Benz dealers achieve highest ranking; Detroit brand dealers most improved

Press Release: 2010 Pied Piper PSI U.S. Auto Industry Benchmarking Study
Mercedes-Benz dealers achieve highest ranking; Detroit brand dealers most improved

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.

» View PDF of Article (177.7 KB) PDF Document