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Pied Piper in the News

For more than 15 years, Pied Piper has conducted independent industry studies measuring how effectively businesses handle customer inquiries, schedule service appointments, and deliver consistent customer experiences. Explore recent news coverage of Pied Piper's research, industry rankings, and performance improvement services across automotive, powersports, real estate, home services, and other industries.

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HomesUSA.com Brokerages drop the ball on leads: Real estate's costly follow-up problem

HomesUSA.com
Brokerages drop the ball on leads: Real estate's costly follow-up problem
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November 2026

When a prospective new homebuyer contacts a real estate brokerage and gets no response, how much does that missed opportunity cost the builder? A new study from Pied Piper reveals widespread shortcomings in how major real estate brokerage brands handle incoming phone calls and website inquiries. The findings suggest that many brokerages are missing opportunities to connect with consumers who have already expressed an interest in speaking with an ... Read More >

» View PDF of Article (1.07 MB) PDF Document

Tags: Howard Hanna Homesusa.com
California Association of Realtors Key Read of the Week

California Association of Realtors
Key Read of the Week
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November 2026

“Lead generation is a huge part of many real estate agents' business. But new data suggests that many agents are squandering leads through some of the most basic connection points. According to a study recently conducted by Pied Piper, only about one-third of consumers on average were able to speak with someone when calling a real estate office with the goal of connecting with an agent — and 73% did not receive any follow-up via phone, text or ... Read More >

» View PDF of Article (41.8 KB) PDF Document

Tags: Howard Hanna California Association of Realtors
Realty Today Most Real Estate Inquiries Never Reach an Agent, Study Finds

Realty Today
Most Real Estate Inquiries Never Reach an Agent, Study Finds
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October 2026

A Pied Piper audit of 21 major brokerages found two-thirds of callers never spoke with an agent, and 68% of web inquiries went entirely unanswered — exposing a widespread lead-response failure as buyer demand thins. A buyer calls a real estate office, gets connected, and then waits. No agent on the line. No follow-up. A voicemail that never gets returned. That scenario plays out constantly across the country's largest brokerages, according to a ... Read More >

» View PDF of Article (411.8 KB) PDF Document

Tags: Howard Hanna Sebastian Niles Realty Today
Florida Realtors Real estate inquiries often fail to reach agents

Florida Realtors
Real estate inquiries often fail to reach agents
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October 2026

A new study found many real estate inquiries go unanswered or take too long to reach an agent, highlighting gaps in lead response and follow-up. A buyer or seller reaches out. Then waits. And then waits some more. A new study said real estate professionals may be losing business simply because potential customers aren’t getting connected to an agent quickly enough. Pied Piper’s 2026 Real Estate Lead Handling Effectiveness Study tested 2,198 ... Read More >

» View PDF of Article (518.5 KB) PDF Document

Tags: Amy Connolly Howard Hanna Florida Realtors
BAM 73% of Calls to Real Estate Offices Get Zero Follow-Up Within 24 Hours

BAM
73% of Calls to Real Estate Offices Get Zero Follow-Up Within 24 Hours
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October 2026

Two out of every three people who called a real estate office asking for an agent didn’t get to talk with one on that call, according to Pied Piper’s 2026 study. Online inquiries had even worse results. Of the people who filled out a form on an office website, only 18% heard from an agent within 24 hours. The Lead Handling Effectiveness™ (LHE™) study is Pied Piper’s first look at residential real estate. It scored 21 large brokerage brands on ... Read More >

» View PDF of Article (1.41 MB) PDF Document

Tags: Howard Hanna Sarah Lentz BAM
Automotive News Service scheduling better, but gaps remain

Automotive News
Service scheduling better, but gaps remain
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October 2026

Service departments drive dealerships’ profits, but 1 in 6 customers who call for an appointment can’t get scheduled for a specific date and time. While the industry is improving scheduling service by phone and online, gaps threaten customer loyalty, according to benchmarking firm Pied Piper. “If you talk to dealers, 70 or 80 percent of their profit comes from fixing cars,” said Pied Piper CEO Fran O’Hagan. “So, this is a huge issue for dealers, ... Read More >

» View PDF of Article (227.6 KB) PDF Document

Tags: Service Scheduling Effectiveness Volkswagen Volvo Alysha Webb Automotive News
Propmodo Real Estate Brokerages Fail to Capture Two-Thirds of Inbound Leads

Propmodo
Real Estate Brokerages Fail to Capture Two-Thirds of Inbound Leads
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October 2026

A Pied Piper study of 2,198 consumer inquiries across 21 major real estate brands found that only 33% of callers reached an agent during their initial phone call, and 73% received no follow-up within 24 hours. Web inquiries fared worse: 68% went unanswered within a day, and only 18% resulted in contact from an agent. The study, conducted in June and July, assigned Lead Handling Effectiveness scores from 0 to 100 based on speed and quality of ... Read More >

» View PDF of Article (254.8 KB) PDF Document

Tags: Howard Hanna Lead Handling Effectiveness Propmodo
Real Estate News Brokerages drop the ball on most consumer phone, web inquiries

Real Estate News
Brokerages drop the ball on most consumer phone, web inquiries
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October 2026

While some brokerages perform better than others, response rates to consumer phone and web inquiries are fairly abysmal industry-wide, a Pied Piper study found. Lead generation is a huge part of many real estate agents' business. But new data suggests that many agents are squandering leads through some of the most basic connection points. According to a study recently conducted by Pied Piper, only about one-third of consumers on average were ... Read More >

» View PDF of Article (1001.7 KB) PDF Document

Tags: Howard Hanna Lead Handling Effectiveness Lillian Dickerson Real Estate News
Press Release: MORE THAN TWO-THIRDS OF REAL ESTATE INQUIRIES FAIL TO CONNECT WITH AN AGENT, PIED PIPER STUDY FINDS First-of-its-kind real estate study ranked major brands by how effectively local offices handled phone and website inquiries, including agent connection and follow-up

Press Release: MORE THAN TWO-THIRDS OF REAL ESTATE INQUIRIES FAIL TO CONNECT WITH AN AGENT, PIED PIPER STUDY FINDS
First-of-its-kind real estate study ranked major brands by how effectively local offices handled phone and website inquiries, including agent connection and follow-up

October 2026

Howard Hanna Ranked Highest: Howard Hanna ranked first among 21 major real estate brands, followed by Realty ONE Group, Berkshire Hathaway HomeServices, EXIT Realty, and RE/MAX. Real Estate Lead Handling Lags Other Industries: The industry averaged just 21 out of 100 for Lead Handling Effectiveness™, and even the highest-ranked brand scored only 30. Online Inquiries Fared Worst: Only 18% of website inquiries resulted in communication from an ... Read More >

» View PDF of Article (6.43 MB) PDF Document

Tags: Berkshire Hathaway HomeServices EXIT Realty Howard Hanna Lead Handling Effectiveness LHE RE/MAX Real Estate Realty ONE Group Pied Piper
Automotive News Why getting service scheduling right — from phone to online — is key for dealership profits, loyalty

Automotive News
Why getting service scheduling right — from phone to online — is key for dealership profits, loyalty
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October 2026

Service departments drive dealerships’ profits, but 1 in 6 customers who call for an appointment can’t get scheduled for a specific date and time. While the industry is improving scheduling service by phone and online, gaps threaten customer loyalty, according to benchmarking firm Pied Piper. “If you talk to dealers, 70 or 80 percent of their profit comes from fixing cars,” said Pied Piper CEO Fran O’Hagan. “So, this is a huge issue for dealers, ... Read More >

» View PDF of Article (1.1 MB) PDF Document

Tags: Alysha Webb Service Scheduling Effectiveness Volkswagen Volvo Automotive News
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Printed: November 7, 2026

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