Recent Press
Auto Remarketing
Group 1 tops annual Pied Piper Service Telephone Effectiveness Study, as some stores lean into AI tools
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 study standings were Napleton Automotive Group, Berkshire Hathaway Automotive, and Ed Morse Automotive Group.
Pied Piper highlighted that it submitted service calls to 2,105 dealerships representing 26 of the largest U.S. dealer groups, as well as to 200 independent service centers. Each location received an STE score ranging from 0 to 100 based on their performance in over 30 differently weighted measurements tied to best practices most likely to drive service revenue and customer loyalty.
Each dealer group’s average STE Score is a combined average of their individual dealership performances.
Researchers found that the industrywide average service telephone performance continued to improve. The average STE score came in at 64, up four points since last year and six points since 2023.
Pied Piper said the improvement in average STE score was in large part due to a reduced rate of negative behaviors compared to the previous year.
