Recent Press
Car Dealership Guy
Dealers are cutting customer hold times and booking more service appointments — study
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 telephone effectiveness—a 12-point increase from 2024.
Napleton Automotive Group had the second highest ranking in Pied Piper’s 2025 analysis, with a score of 73—an eight-point increase from last year.
Berkshire Hathaway Automotive earned the third top ranking with a score of 72—also an eight-point increase, compared to 2024.
Ed Morse Automotive Group scored 70 in the analysis—followed by Ourisman Automotive Group with a score of 69 and Greenway Automotive with an STE score of 69, with Ourisman and Greenway increasing their scores by eight and seven points, respectively, from the 2024 analysis.
Why it matters: Dealerships with high scores for service telephone effectiveness are better positioned to lean into their fixed ops (like service and repair) to weather the looming headwinds associated with the current new vehicle market.
