Pied Piper PSI® | Omnichannel Fact-Based Mystery Shopping®

“What if there was a recipe dealers could follow that would drive incremental sales and increase customer loyalty?”

There is one – it's called Prospect Satisfaction Index® or PSI®. Pied Piper uses data science and interactive A.I. to measure, report, and improve your dealerships' omnichannel sales and service performance. Here's how it works. Pied Piper first uses data science over thousands of dealerships to calculate the specific best practice behaviors by phone, digitally or in-person that drive sales success or increase customer loyalty.

Learn more about Pied Piper PSI® Fact-Based Mystery Shopping

Dealers who use PSI to "act like" a top-performing dealership, soon BECOME a top-performing dealership.

Pied Piper then uses a combination of A.I. and human actors to measure and report whether retailers follow those specific best practice behaviors. Clients find that dealerships who follow those PSI® best practice behaviors also tend to be the ones with sales success and with loyal customers.

Clients use PSI® to measure their own performance, but Pied Piper also publishes annual industry studies that rank the performance of brands and dealer groups, and that lets clients understand how their own performance compares, and they can also track how industry performance changes over time.

Who uses PSI®? Manufacturers, national retailer groups and individual retailers all rely on PSI®, but the way they use it can be very different.

Some retailers don't need any help defining best practice behaviors; they already have great processes for sales and service. For those retailers, think of PSI® as a flashlight shining on the roaches - they don't need to be told roaches are bad or how to get rid of them - they just need that light as a regular check to see if they have a problem.

For other retailers who are interested in establishing best processes, PSI® reports are very helpful showing the best practice behaviors that are followed successfully by others.

Either way, the math is clear, retailers who use PSI® to "act like" a top performing dealership soon become a top performing dealership.

If this sounds like something that could be helpful, contact Pied Piper and try PSI® measurement and reporting for your dealerships today.

New Customer – Try PSI

How can you turn more shoppers into buyers, and improve service customer loyalty?

The Prospect Satisfaction Index® (PSI®) process applies data science analytics to determine the sales and service best practices most likely to drive purchase and loyalty. PSI then uses a combination of artificial intelligence, machine learning and human actors to measure and report how effectively retail locations follow those best practices.

Brands, manufacturers, national retailer groups and individual retailers hire Pied Piper to measure and report whether those fact-based best practices are followed, to help improve omnichannel sales & service effectiveness.

Omnichannel selling requires having an effective and easy to use shopping path as the customer moves from corporate website (or third-party locations like social media) to the retailer website or retailer telephone, to the retailer in-person, and then possibly home again and back onto the websites or phones before committing to buy either online or back at the retailer in-person.

Pied Piper is the inventor of omnichannel fact-based mystery shopping®, and conducts anonymous "mystery shop" evaluations - digitally, by phone or in-person. PSI clients learn not only how effectively their own brands and retailers perform, but also how  that performance compares to others within their industry, as well as to other industries.

PSI measures Sales & Service Effectiveness four different ways:

Internet Sales
Mystery Shopping

when a customer contacts a retailer through their website

Telephone Sales
Mystery Shopping

when a customer phones a retailer

In-Person Sales
Mystery Shopping

when a customer visits a retailer in-person

Service Phone / Web
Mystery Shopping

when a customer uses phone or website to attempt to schedule service

Fact-based PSI mystery shops are accurate, effective and easy to order, with no set-up costs

Easy-to-use reporting: Pied Piper PSI is quick and simple to use. Reports are provided by email and on-line, and both management and salespeople will find the reporting powerful but straight-forward, easily identifying areas of opportunity.

Step-by-step diagnostics: See how your retailer compares-overall as well as step by step of the sales process-and quickly determine sales process areas needing additional attention.

National benchmarking: The fact-based Pied Piper PSI process is the only one which provides national benchmarking by brand. How does the sales effectiveness of your retailers compare to the national average performance of other same-brand retailers? How does the performance of one brand compare nationally to the performance of a competitor brand, or to the industry average?

Best practices: Our customers asked us to add a "Best Practices" section, where we could share examples of how top-performing retailers handle each aspect of the sales process.

Inexpensive and quickly pays for itself: Improved sales, market share and customer loyalty easily pays for a full-year of monthly Pied Piper PSI mystery shops. There is no set-up cost and no long-term commitment.

See how your dealerships compare: If you work for a brand, manufacturer or national retailer group, call or email to get started. If you work for a motor-vehicle dealership, click here to go ahead and try Pied Piper PSI shopper evaluations at your dealership.

All information contained within this site is based upon patent-pending and/or proprietary methodology belonging to or licensed by Pied Piper Management Company, LLC.

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All information contained within these documents is based upon patent-pending and/or proprietary methodology belonging to or licensed by Pied Piper Management Company, LLC and usage is subject to the terms and conditions specified in the Retailer Participation and License Agreement or other Agreements. Your acceptance of this information implies your consent to keep its contents private. © 2025 Pied Piper Management Company, LLC.