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 ...
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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 ...
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» View PDF of Article (798.6 KB)
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 ...
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Automotive News Daily Drive Podcast
Pied Piper CEO Fran O'Hagan discusses the 2024 Dealer Group Service Telephone Effectiveness(R) Study results with Automotive News
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August 2024
We in the auto industry have been fixated on measuring service customer satisfaction. We've measured it all kinds of ways for decades, but if truth be told what we really care about is loyalty, and we've been using customer satisfaction as a proxy to measure loyalty. If you think about it what we really care about is what customers do rather than what customers say. You may say you're satisfied but really what I'm interested in is are you going ...
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DEALERNEWS
Harley-Davidson Dealers Ranked 1st for Providing Quick and Easy Service Appointments
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August 2023
How much does your service department deliver to the bottom line? What kept the lights on when supply chain SNAFUs stifled unit sales? Booking service work has never been more important to dealers than the past 24 months and yet 11% of all customer calls looking to book service work were lost, according to the latest study from Pied Piper.
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Motorcycle Powersports News
Harley-Davidson Dealers Ranked 1st for Providing Quick and Easy Service Appointments
July 2023
Harley-Davidson was ranked first of 26 powersports brands by Pied Piper’s 2023 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 Harley-Davidson in the rankings were Polaris Off-Road, BMW and Indian Motorcycle. “Powersports customers soon decide whether their service experience is a ...
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Powersports Business
Pied Piper reveals brand's service phone call effectiveness
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July 2023
Pied Piper has shared the results of its Service Telephone Effectiveness (STE) Study, which measured the efficiency and quality of service telephone calls from a customer's objective to quickly and easily set up a service appointment. Harley-Davidson was ranked first of 26 powersports brands. Following Harley-Davidson in the rankings were Polaris Off-Road, BMW and Indian Motorcycle. "Powersports customers soon decide whether their service ...
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Automotive News
Group 1 scored highest in a survey of the top 17 dealership groups on how well they answered service calls and booked appointments
July 2023
When a customer calls to make a service appointment at a Group 1 Automotive dealership, there's a roughly 95 percent chance their call will be answered within 20 seconds and only a 2 percent chance the call will go unanswered. Stats like that explain why the nearly 150 participating Group 1 stores ranked first in handling service appointment calls in a study by Pied Piper Management Co. from January to May. The study relied on "mystery shoppers" ...
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Automotive News
Frictionless service call processes can enhance customer loyalty, study finds
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July 2023
A fair number of fixed ops departments nationwide turn away customers every day by failing to do something very simple and elemental: efficiently handle phone calls and book service appointments. In fact, according to a survey performed by Pied Piper Management Co., an average of 1 out of every 9 "secret shoppers" — or around 11 percent — who called 1,739 auto dealerships hung up without booking an appointment. Those stores were owned by 17 of ...
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Automotive News
Automotive News Discussion: Survey shows which dealer groups handle service calls best
July 2023
Pied Piper has been able to add some data science to its service telephone effectiveness dealership survey, giving dealerships for the first time an idea how well they are handling customer service calls.
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