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Recent Press - Page 2
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Press Release: BASS PRO SHOPS RANKED HIGHEST IN 2025 BOAT INDUSTRY STUDY MEASURING RESPONSE TO SALES CUSTOMER CALLS
October 2025
Pied Piper’s Second Annual Boat Industry Telephone Lead Effectiveness® Study Performance Varied Widely Across Major Pontoon Boat Brands MONTEREY, CALIFORNIA – October 20, 2025 – Bass Pro Shops ranked highest in the 2025 Pied Piper PSI® Telephone Lead Effectiveness® (TLE®) Study, which measured how effectively boat dealerships responded to sales customers who phoned to inquire about purchasing a pontoon boat. Following Bass Pro Shops’ Sun Tracker ... Read More >
Yahoo Autos
Online vs. Phone: Who Wins in Service Appointments?
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October 2025
It should be easy, not annoying, for a customer to schedule a vehicle service appointment with a dealership. But sometimes it’s a hassle, as evidenced by a Pied Piper Management Co. study. The consultancy measured how effectively dealerships by brand handled service appointment requests, both online and on the telephone. Some dealerships did better than others. The ones with problems risk losing customer confidence and loyalty. “All a service ... Read More >
Wards Auto
Online vs. Phone: Who Wins in Service Appointments?
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October 2025
It should be easy, not annoying, for a customer to schedule a vehicle service appointment with a dealership. But sometimes it’s a hassle, as evidenced by a Pied Piper Management Co. study. The consultancy measured how effectively dealerships by brand handled service appointment requests, both online and on the telephone. Some dealerships did better than others. The ones with problems risk losing customer confidence and loyalty. “All a service ... Read More >
USED CAR NEWS
MINI USA Tops Service Scheduling Rankings
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September 2025
MINI USA ranked highest in Pied Piper's new 2025 PSI Service Scheduling Effectiveness (SSE) Auto Industry Study. For the first time, the study combined both Service Telephone Effectiveness (STE) and new Service Website Effectiveness (SWE) to measure how well dealerships schedule service appointments. Following MINI in overall SSE score were Lexus, BMW, Mazda, and Honda. While MINI had the highest overall SSE score in the 2025 study, Porsche ... Read More >
Automotive News
Mini top brand for scheduling service appointments, study shows
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September 2025
Pied Piper has combined its Service Telephone Effectiveness study and a new Service Website Effectiveness report to measure how well dealerships schedule service appointments. For the combined Service Scheduling Effectiveness Auto Industry Study, the consulting firm known for its benchmarking reports submitted nearly 5,000 service requests to dealerships representing every major auto brand. Dealerships received website and telephone scores from ... Read More >
Press Release: MINI USA LEADS AUTO INDUSTRY IN 2025 STUDY RANKING SERVICE SCHEDULING EFFECTIVENESS BY WEBSITE AND PHONE
September 2025
First-ever Service Scheduling Effectiveness™ (SSE™) study combined both website and phone performance Porsche ranked highest in the Service Website Effectiveness™ portion of the study Lexus ranked at the top of the Service Telephone Effectiveness® portion of the study Monterey, California, USA – September 15, 2025 – MINI USA ranked highest in Pied Piper’s new 2025 PSI® Service Scheduling Effectiveness™ (SSE™) Auto Industry Study. For the first ... Read More >
Powersports Business
Lessons from auto dealers: processes, response times, ‘invisible' opportunities
September 2025
At first glance, a motorcycle dealership can look a lot like a car dealership. Both have a showroom, sales desks, a service department, and a parts counter. But according to Fran O’Hagan, founder and CEO of Pied Piper Management Company, the similarities end there. A main difference between powersports dealers and car dealers is the sales staff, Pied Piper points out. On the auto side, salespeople are often career professionals, motivated by ... Read More >
Digital Dealer
AI is Revolutionizing Automotive Service Scheduling
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July 2025
A recent study by Pied Piper has revealed that artificial intelligence is rapidly transforming the way automotive dealerships handle service calls, often outperforming human associates in key areas. The 2025 Service Telephone Effectiveness (STE) Study, which analyzed over 2,100 dealerships and 200 independent service centers, shed light on both the promise and limitations of AI in revolutionizing service operations. The data indicated that ... Read More >
Wards Auto
Better Call Handling Boosts Service Loyalty, Study Finds
July 2025
Dealership groups are improving at fielding phone calls from customers seeking service department appointments. That’s according to a new mystery-shopping survey by Pied Piper. The consultancy says quality call handling fosters healthy profits and happy customers – as opposed to those who get miffed by long waits and other phone mishaps. “A service customer's initial phone call is a dealership's first step toward building loyalty and generating ... Read More >
Automotive News – Daily Drive Podcast
AI vs. humans on dealership service calls
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July 2025
Pied Piper CEO Fran O'Hagan talks about how well artificial intelligence is doing compared to humans when answering service appointment calls. Read More >
