Measure, Report and ImprovePSI® Omnichannel Fact-Based Mystery Shopping®
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Press Release: PORSCHE & NISSAN DEALERSHIPS TOP RANKED FOR RESPONSE TO CUSTOMER INTERNET INQUIRIES REPORTS PIED PIPER PSI®
Strong improvement pushes Audi, Dodge, Jeep, Chrysler toward the top; Plenty of room for further improvement industry-wide: Nearly one-in-four customer internet inquiries still unanswered after 24 hours
March 2013
MONTEREY, CALIFORNIA – March 11, 2013 – Porsche and Nissan dealerships ranked highest in the 2013 Pied Piper PSI® Internet Lead Effectiveness™(ILE™) Study, which measured how auto dealerships respond to customer inquiries received over the internet. Study rankings by brand were determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to actual industry sales success.
Industry-wide performance continued to improve, with 30 of 33 brands scoring above the industry average from two years ago; and 24 of 33 brands scoring above last year's industry average. The study showed that salespeople responded to customer internet inquiries within 30 minutes nearly half the time (48%). In contrast, two years ago it took a full hour to receive the same percentage of salesperson responses. However, there remains plenty of room for improvement. Nearly one-in-four of today's customer internet inquiries remain unanswered after 24 hours; unchanged from last year.
Industry-wide performance continued to improve, with 30 of 33 brands scoring above the industry average from two years ago; and 24 of 33 brands scoring above last year's industry average. The study showed that salespeople responded to customer internet inquiries within 30 minutes nearly half the time (48%). In contrast, two years ago it took a full hour to receive the same percentage of salesperson responses. However, there remains plenty of room for improvement. Nearly one-in-four of today's customer internet inquiries remain unanswered after 24 hours; unchanged from last year.
