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Recent Press - Lexus
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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 >
Auto Spies
Study: Acura Dealers Have The Fastest Call Service
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July 2024
Acura was ranked first out of 34 automobile brands in Pied Piper's 2024 PSI ServiceTelephone Effectiveness (STE) Study, which measured the efficiency and quality of service telephone calls from a customer's objective of quickly and easily setting up a service appointment. Following the Acura dealers in the rankings were dealers who service Mazda, Lexus, Infiniti, and Volkswagen. "Well-run service departments focus on increasing customer loyalty, ... Read More >
Auto Remarketing
Acura dealers lead the way in study of service department phone calls
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July 2024
When it comes to calling the service department, Acura dealers are providing the industry's best customer service. That's the conclusion of Pied Piper's 2024 PSI Service Telephone Effectiveness Study, which ranked Acura first among the 34 automobile brands analyzed for the efficiency and quality of service telephone calls from a customer's objective of quickly and easily setting up a service appointment. Acura dealers, who averaged a score of ... Read More >
KBB.com
Study: Acura Dealers Have The Fastest Call Service
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July 2024
Service departments at car dealerships are not all the same. Some get you through to a human being on the phone quickly and help you set up a service appointment efficiently. Others leave you waiting in interminable hold cycles. The best experience? That goes to those who buy an Acura, a new study says. Pied Piper, a company that provides secret-shopper services to the automotive industry, conducted the study. Researchers called service ... Read More >
Automotive News
Study looks at how well dealerships answer service department telephone calls
July 2024
Endless ringing or getting stuck on hold happens to one out of seven dealership service customers who try to schedule an appointment, according to new Pied Piper research. In a first-of-its-kind study, Pied Piper called 2,716 automotive dealerships spanning 34 brands between January and May to measure the efficiency and quality of service calls when attempting to set up an appointment for a check engine light. The study aimed to measure a new ... Read More >
Press Release: ACURA DEALERS RANKED FIRST IN INDUSTRY STUDY FOR PROVIDING QUICK AND EASY SERVICE APPOINTMENTS
Industrywide 1 in 7 Customers Failed in their Attempt to Schedule Service
July 2024
Monterey, California – July 1, 2024 – Acura was ranked first out of 34 automobile brands in Pied Piper’s 2024 PSI® Service Telephone Effectiveness® (STE®) Study, which measured the efficiency and quality of service telephone calls from a customer’s objective of quickly and easily setting up a service appointment. Following the Acura dealers in the rankings were dealers who service Mazda, Lexus, Infiniti, and Volkswagen. “Well-run service ... Read More >
