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 >
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 ... Read More >
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 ... Read More >
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 ... Read More >
Press Release: SERRA AUTOMOTIVE RANKED FIRST IN 2024 DEALER GROUP STUDY FOR PROVIDING QUICK AND EASY SERVICE APPOINTMENTS
Most Improved: Napleton Automotive Group Improved Ranking from Last to Second with 14-point Gain Over 2023 Pied Piper Study Results
September 2024
Monterey, California – September 9, 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 ... Read More >
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 ... Read More >
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" ... Read More >
