What are others saying about PSI?
BusinessWeek Mercedes, Lexus top ranking of U.S. dealerships
Autoline Detroit The Best Sales Experience
Learn how to get your first PSI evaluation for your dealership FREE.
Questions?
Call Us:
+1 (800) 564-3268
(USA & Canada)
+1 (831) 240-0126

Pied Piper Management Company, LLC on Facebook Pied Piper Management Company, LLC on YouTube Pied Piper Management Company, LLC on Twitter


WEB SITE VERIFIED - STARFIELD SECURED

Recent Press - Honda

View all articles or select industry below:

ALL       Automotive    Motorcycle    RV/Marine    RSS RSS Feed

Press Release: MERCEDES-BENZ, INFINITI AND LEXUS DEALERS RANKED HIGHEST BY 2013 PIED PIPER PSI(R)

Press Release: MERCEDES-BENZ, INFINITI AND LEXUS DEALERS RANKED HIGHEST BY 2013 PIED PIPER PSI(R)

July 2013

MONTEREY, CALIFORNIA – July 8, 2013 – Mercedes-Benz dealerships ranked highest in the newly released 2013 Pied Piper Prospect Satisfaction Index(R) (PSI(R)) U.S. Auto Industry Benchmarking Study, which measured dealership treatment of car-shoppers. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success. Infiniti and Lexus dealerships, the luxury brands from Nissan and Toyota respectively, finished ranked second and third.

Nineteen of the thirty-three different brands led at least one PSI sales process category, and performance varied by brand within each category. For example, Jaguar, Volvo and Audi salespeople were most likely to discuss features unique from the competition. Infiniti, Land Rover and smart salespeople were most likely to conduct a vehicle “walk-around” demonstration. Kia, Fiat and Hyundai salespeople were most likely to give compelling reasons to buy now.

Industry average dealership performance was mixed when comparing 2013 with the previous year.

Salesperson behaviors more likely in 2013 than 2012 include the following:
• Mentioning the availability of different finance or lease options (now 67% of the time)
• Asking about factors preventing purchase (now 71% of the time)
• Asking if the prospect has a trade-in (now 83% of the time)

Salesperson behaviors less likely in 2013 than 2012 include the following:
• Offering a brochure (now 52% of the time)
• Discussing features unique from the competition (now 55% of the time)
• Involving prospect with visual aids (now 38% of the time)

2013 marks the seventh consecutive year of Pied Piper PSI auto industry benchmarking studies. With seven years of data gathered from tens of thousands of auto PSI evaluations nationwide, Pied Piper was able to fine-tune the study questions, weightings and scoring for 2013. As a result, Pied Piper reset the 2013 auto industry average PSI score to “100.”

The resulting “second generation” PSI scoring is now even more closely correlated to auto dealership sales success. Pied Piper has found that on average, when auto dealerships are ranked by their PSI score, dealerships in the top quarter sell 16% more vehicles than the dealerships in the bottom quarter. “Any dealership faces plenty of challenges that are difficult, if not impossible, to change, such as product-line sold or dealership location,” said Fran O'Hagan, President and CEO of Pied Piper Management Company LLC. “In contrast, how a sales team sells is something a dealership can improve immediately.”

» View PDF of Article (211.5 KB) PDF Document



Press Release: MERCEDES-BENZ DEALERS TOP RANKED BY 2012 PIED PIPER PROSPECT SATISFACTION INDEX(R) Treatment of car shoppers improves industry-wide; Highest industry average PSI score

Press Release: MERCEDES-BENZ DEALERS TOP RANKED BY 2012 PIED PIPER PROSPECT SATISFACTION INDEX(R)
Treatment of car shoppers improves industry-wide; Highest industry average PSI score

July 2012

MONTEREY, CALIFORNIA – July 9, 2012 –Mercedes-Benz dealerships ranked highest in the newly released 2012 Pied Piper Prospect Satisfaction Index(R) (PSI(R)) U.S. Auto Industry Benchmarking Study, which measured dealership treatment of car-shoppers. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success.

Acura, Infiniti and Lexus dealerships, the luxury brands from Honda, Nissan and Toyota respectively, finished in a tie for second. Overall auto industry performance improvement was widespread, with twenty-four of thirty-four auto brands improving PSI performance from 2011 to 2012. Industry-wide improvement led to a new highest recorded industry average PSI score of 105.

» View PDF of Article (467.3 KB) PDF Document



Wards Auto Blog: Steve Finlay Don't Blame CRM System for Internet Ineffectiveness

Wards Auto Blog: Steve Finlay
Don't Blame CRM System for Internet Ineffectiveness

April 2011

If auto dealerships respond slowly to Internet sales leads, don't blame customer-relationship management software, says Fran O'Hagan. He is CEO of Piped Piper, a consultancy that does an annual study using mystery shoppers to gauge Internet lead effectiveness of dealerships by vehicle brand.

CRM systems help dealerships track and manage leads. But the systems only are as good as the people using them – if they use them at all. “CRM is great” and does what it is supposed to do, O'Hagan says. When Internet mystery shoppers encounter a problem, “it isn't a problem with the CRM systems. The dealership process is broken.”

» View PDF of Article (398.3 KB) PDF Document



Wards Auto Some Auto Dealers Master Internet, Some Don't

Wards Auto
Some Auto Dealers Master Internet, Some Don't

March 2011

Fran O'Hagan recalls when his vice president of operations, Miles Stearman, phoned him with a sudden realization about selling cars in the digital age.

“Miles called from a dealership he was visiting and said, ‘The Internet is no longer incremental business at dealerships; it is the business,' and that's so true today,” says O'Hagan, president and CEO of Pied Piper Management, a firm that consults with dealers on boosting sales.

» View PDF of Article (1.71 MB) PDF Document



Automotive News Survey: Dealers botch many Web leads

Automotive News
Survey: Dealers botch many Web leads

March 2011

Ninety percent of internet customers received some sort of response, but usually it's the e-mail equivalent of a form letter, according to a survey by Pied Piper Management Company of Monterey, California.

» View PDF of Article (127.7 KB) PDF Document



Automotive News First Shift Lexus, Honda and Toyota Dealerships Rank Highest

Automotive News First Shift
Lexus, Honda and Toyota Dealerships Rank Highest

March 2011

Lexus, Honda and Toyota dealerships ranked highest in a study to measure how dealerships treat car customers online. Pied Piper tracks dealerships' performance with mystery shoppers, but in this case, online mystery shoppers.



AutoGuide.com Toyota and Honda Dealers Deemed Most Responsive to Customer Inquiries

AutoGuide.com
Toyota and Honda Dealers Deemed Most Responsive to Customer Inquiries

March 2011

A new study, released by Pied Piper Prospect Satisfaction Index (try saying that with a full mouth) turned up some interesting findings, specifically when it came to what's called Internet Lead Effectiveness rankings.

The study measured average dealership performance for all brands selling vehicles in the US and discovered that it varied widely depending on the brand. Toyota, Lexus and Honda dealerships were shown to rank highest in terms of responding to customer inquiries over the internet.

Pied Piper's study uses a patent pending process to tie ‘mystery shopping' measurement and scoring to actual sales success; with 19 different ‘Internet Lead Effectiveness' questions that generate scores on aspects such as Timeliness in response to customer inquiries, dealership and sales person identification, quality of communication and forwarding the sale.

» View PDF of Article (397.4 KB) PDF Document



Media Post Automakers Internet Efforts Lag In-Person Customer Svc.

Media Post
Automakers Internet Efforts Lag In-Person Customer Svc.

March 2011

Lexus, Honda and Toyota dealerships ranked highest in a newly released Pied Piper Prospect Satisfaction Index Internet Lead Effectiveness study, which measures dealership responsiveness to customer inquiries over the internet. But industry wide, dealers' internet efforts lag their in-person customer service.

» View PDF of Article (203.1 KB) 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



Automotive News Pied Piper helps track dealerships' internet results

Automotive News
Pied Piper helps track dealerships' internet results

February 2011

Mystery shoppers are nothing new, but Internet mystery shoppers are.

That's part of the expansion plan for Fran O'Hagan as CEO of Pied Piper, which tracks not whether customers enjoyed their shopping experience but whether dealership salespeople did the things that would lead to a sale.

» View PDF of Article (539.5 KB) PDF Document