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.
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.
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.
Omnichannel Fact-based Mystery Shopping®
The motor-vehicle industry is one of our specialties -
including Automotive Mystery Shopping and Motorcycle Mystery Shopping
Also Ag, Power Equipment, Powersports, RV & Marine Mystery Shopping
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
Why order Internet Sales Mystery Shopping?Pied Piper acts just like a customer to ensure that a retailer’s digital communication process is working from start to finish. This includes both people processes, to make sure the retailer’s employees are doing what they are supposed to be doing, and also digital processes; including those processes outside of your control, such as Google or Yahoo automatically flagging your emails as spam. Clients who order PSI internet sales mystery shops receive a report which shows a customer’s inquiry to the retailer’s website, as well as the retailer’s response. In total, Pied Piper measures 20 different behaviors, including whether the retailer attempted to communicate with the customer by email, phone call, text message or chat. |
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.
