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Top Customer Service Tools of the Trade: Using Pied Piper PSI to Identify and Learn from 'Elite' Dealerships
Powersports Business approached three companies: Yamaha Motor Corp, American Suzuki Motor Corp and Pied Piper Management Co to identify ‘elite' dealerships nationwide, and to find out what these elite dealerships do differently.
While both Yamaha and Suzuki shared data from traditional customer satisfaction surveys used to measure dealership performance, Pied Piper shared data gathered from PSI “mystery shoppers,” who act as fact gatherers to measure which sales process behaviors happen in a dealership, and which do not.
Pied Piper provided a sample of four ‘elite' dealerships as determined by consistent, superior PSI scores above 115.
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