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 >
Car Dealership Guy
Dealers are cutting customer hold times and booking more service appointments — study
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July 2025
Group 1 Automotive tops Pied Piper’s 2025 service appointment rankings—with eight out of 10 dealer groups analyzed improving their average Service Telephone Effectiveness (STE) scores from last year. The details: The STE scores were compiled from service calls submitted to 2,105 dealerships representing 26 of the largest U.S. auto dealer groups and 200 independent service centers. Group 1 Automotive scored a 76 on a scale of 0 – 100 for service ... Read More >
Auto Remarketing
Group 1 tops annual Pied Piper Service Telephone Effectiveness Study, as some stores lean into AI tools
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July 2025
Group 1 Automotive is successful at more than just retailing cars nowadays. Its service department has made significant improvements, too. The publicly traded dealership organization ranked highest in Pied Piper’s 2025 PSI Service Telephone Effectiveness (STE) Auto Dealer Group Study, which measured efficiency and quality when attempting to schedule service appointments by telephone. According to a news release, following Group 1 in the overall ... Read More >
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 ... Read More >
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 ... Read More >
Press Release: BMW MOTORRAD DEALERS TOP-RANKED IN 2025 POWERSPORTS STUDY FOR PROVIDING QUICK AND EASY SERVICE APPOINTMENTS
Missed Opportunities: Industrywide half of all customer calls ended without a service appointment date and time being offered, and 4 in 10 customers were told to "just drop it off" despite a typical one-week service availability backlog
BMW, consistency in difficult times: While the industry faces tough conditions, BMW maintained consistently high performance three years in a row
June 2025
MONTEREY, CALIFORNIA, USA – June 2, 2025 – BMW Motorrad dealerships ranked highest in the 2025 Pied Piper PSI® Service Telephone Effectiveness® (STE®) Powersports Industry Study, which measured the efficiency and quality of customer attempts to schedule service appointments by telephone. Following BMW were Kubota, Triumph, Polaris Off-Road and Harley-Davidson. Pied Piper submitted service calls to 1,531 powersports dealerships representing 27 ... Read More >
Wards Auto
Answering the Call for Service - Pied Piper study shows quick telephone engagement boosts loyalty
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September 2024
Each of Napleton Automotive Group’s 50 dealerships has a unique number to schedule a service appointment. Last year, it began routing those calls through its centralized business development center (BDC). Technology alerts the BDC specialist to which store the customer is trying to reach but any specialist can answer a call for any store, creating a seamless customer experience. It had another important result, as well. “It reduced the time to ... Read More >
Used Car News
Pied Piper Ranks Dealer Service Telephone Effectiveness
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September 2024
Serra Automotive was ranked first out of 20 auto dealer groups 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 Serra Automotive in the rankings were Napleton Automotive Group, Berkshire Hathaway Automotive and Group 1 Automotive. “Successful service departments ... Read More >
Auto Remarketing
Serra, Napleton take giant steps forward in responses to service appointment calls
September 2024
The results of Pied Piper’s 2024 PSI Service Telephone Effectiveness Study bear little resemblance to those of last year. At the top of the new list, which ranked 20 dealer groups by their efficiency and quality of service telephone calls in quickly and easily setting up a service appointment from the customer’s perspective, is Serra Automotive, with an STE score of 68 on a 100-point scale. In the 2023 study, Serra ranked in the middle of the ... Read More >
Automotive News
Dealership service departments improve phone call handling but issues remain, study finds
September 2024
Napleton Automotive Group was honored by performance measurement firm Pied Piper Management Co. three years running for having the fastest and best response times on Internet sales leads. But Brian Napleton, the group's director of operations, was disappointed last year to finish last out of 17 large dealership groups in Pied Piper's Service Telephone Effectiveness study. Napleton said the group "felt we did a very good job handling service ... Read More >
