Automotive News
AI often beats humans in service call quality, but challenges remain, Pied Piper study says
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July 2025
Across dealerships, the effectiveness of service calls is improving — increasingly with the help of artificial intelligence. The 2025 Pied Piper Auto Dealer Group Service Telephone Effectiveness Study showed improvements across a majority of dealerships. Industrywide, average telephone service performance was up six points since 2023 with an average score of 64 this year. It was 60 in 2024. The study also looked at how dealerships are using AI ...
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Press Release: GROUP 1 TOPS PIED PIPER'S 2025 SERVICE APPOINTMENT RANKINGS; INDUSTRYWIDE A.I. OFTEN BEATS HUMAN STAFF
July 2025
2025 Service Telephone Effectiveness® (STE®) Study shows that 8 out of 10 dealer groups improved their average STE scores from last year A.I. now rivals — and often surpasses — human agents in service call quality, but challenges remain 51% of independent service centers outperformed dealers — and booked appointments three days sooner Monterey, California, USA – June 7, 2025 – Group 1 Automotive dealerships ranked highest in Pied Piper’s 2025 ...
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Press Release: A.I. RETAIL INSIGHTS, SPOKEN AND ON-DEMAND, FROM PIED PIPER
July 2025
90-second A.I. audio summary of performance and benchmarks, delivered by text message “Piper Answers™:” interactive A.I. chat for personalized, actionable guidance Monterey, California, USA — July 3, 2025 — Pied Piper Management Company, LLC, a leader in data-driven retail performance measurement, today unveiled a transformative innovation: artificial intelligence-powered insights delivered directly to clients’ phones—providing concise, ...
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WardsAuto
Want to Sell More Cars? Start by Answering Your Leads
Latest Pied Piper rankings reveal that quick, consistent digital follow-up is a top predictor of dealership sales success
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May 2025
Dealers who respond promptly and personally to online customer inquiries aren’t just offering good service – they’re selling more cars. That’s the takeaway from the 2025 Pied Piper Internet Lead Effectiveness (ILE) Auto Dealer Group Study, which ranks how well dealer groups respond to internet leads submitted through their websites. “Modern customers visit dealership websites first, and today’s sales success is driven by how the dealerships ...
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Car Dealership Guy – Daily Dealer Live
Napleton's Digital Dominance
May 2025
On the Car Dealership Guy Podcast: Napleton Automotive’s Preston Stewart, Variable Operations Director, and Brian Cole, BDC Director “Preston, what goes into this survey, and how have you guys achieved this (top ranked for four years in a row)?”
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Auto Remarketing
Napleton sets record in topping dealer group rankings for internet lead response
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May 2025
When it comes to responding to internet leads, the best got better. Napleton Automotive Group earned the top spot in the 2025 Pied Piper PSI Internet Lead Effectiveness Auto Dealer Group Study, its fourth consecutive No. 1 ranking — and it set a record in the process. Napleton’s average internet lead effectiveness score of 91 among its dealerships is the first to break the 90-point barrier in Pied Piper’s annual study carried the dealership ...
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Automotive News
Dealerships: Call, text or email to boost web lead response times
May 2025
Dealerships that use email, text messages and phone calls in tandem to address online customer inquiries improve their web lead response times, industry consulting firm Pied Piper said in a new report. Pied Piper CEO Fran O’Hagan said pursuing the options together helps reach customers more effectively. “Otherwise, customers just don’t see or listen to the dealer’s response,” O’Hagan told Automotive News. That’s one of the central conclusions ...
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Press Release: NAPLETON AUTO GROUP ACHIEVES RECORD SCORE IN 2025 DEALER GROUP STUDY MEASURING RESPONSE TO WEBSITE CUSTOMERS
Overall industry average score improved: faster email and phone responses and more use of texts to answer customer questions
Large variance in dealer group performance: 50-point spread in average scores, with 9 groups improving and 7 declining from the previous year
May 2025
Monterey, California, USA – May 5, 2025 – Napleton Automotive Group dealerships ranked highest in the 2025 Pied Piper PSI® Internet Lead Effectiveness® (ILE®) Auto Dealer Group Study, which measured responsiveness to internet sales leads coming through dealership websites. Following Napleton were Ciocca Automotive, Herb Chambers Auto Group, and Berkshire Hathaway Automotive. Pied Piper submitted customer inquiries through 2,105 automobile ...
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Digital Dealer
Auto Industry Improves Response to Website Customers
March 2025
Pied Piper’s 2025 PSI Internet Lead Effectiveness (ILE) Auto Industry Study, which measured responsiveness to internet sales leads coming through dealership websites, found the overall auto industry average performance increased three points to 65, the highest average to date. Looking at the past five years, the auto industry has maintained a steady upward trend in performance. For example, in the 2025 study, 28 brands achieved ILE scores of 60 ...
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Automotive News
Dealerships keep improving internet sales lead responses
March 2025
Dealerships are continuing to improve how they respond to internet sales leads, though about 20 percent of customer inquiries still receive no personal response, a new study from industry consultant Pied Piper found. The firm’s 2025 Internet Lead Effectiveness Auto Industry Study found the average internet lead effectiveness score was 65 out of a possible 100, three points higher than a year ago and the highest average since the company began ...
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