About & Contact
Who we are:
- Pied Piper is a privately held company with locations in Austin, Texas and Monterey, California
- Former auto industry executive, Fran O'Hagan, founded Pied Piper after leading efforts to improve dealer sales, share, profitability, and loyalty for manufacturers Mercedes-Benz, BMW, and Jaguar/Land Rover. Today, Pied Piper continues that same focus—improving retailer performance—across multiple industries.
What we do:
PSI® Services - Improve How Your Retailers Engage With New Customers
PSI® services measure how effectively each retail location follows proven sales and service best practices throughout a new customer's journey, from initial website inquiry or phone call, through follow-up, appointment setting, and the in-store experience.
This approach exposes real-world customer experiences that are otherwise invisible to retailer management, including missed responses, broken hand-offs, inconsistent follow-up, and gaps between digital systems and human staff that directly impact conversion and customer trust.
- Dramatic, Measurable Improvement
Manufacturers, franchisors, dealer groups, and other organizations use PSI® reporting to drive dramatic improvement across their retail networks. What do they consistently say? "We just didn't know." PSI® reports often act like a flashlight: revealing hidden issues in customer engagement that were quietly undermining performance.
- Built on a Proven PSI® Approach
Pied Piper's Prospect Satisfaction Index® (PSI®) is a data-driven methodology refined over 15+ years in the motor vehicle industries, with hundreds of thousands of evaluations completed—and now applied across many other industries.
We analyze thousands of real customer interactions to identify the best-practice behaviors that consistently drive sales and loyalty. Then we measure and report how well each location follows those behaviors—using a powerful combination of A.I. and trained human evaluators. "If you measure it <and report it> it will change."
- Test Retailer Use of A.I. in Sales & Service
As A.I. becomes embedded in retail sales and service processes, Pied Piper's measurement tools ensure those processes actually work as intended. Using the same proven PSI® methodology, we test how A.I. and humans perform together across customer interactions, identifying where digital hand-offs between systems fail and where A.I. reaches its limits and must transfer to a human. Too often, retailer staff assume A.I. will "take care of it," leaving them unprepared when customers are handed off.
- Powerful, Easy-to-Use Insights—Delivered Directly
Clients receive concise A.I.-generated 90-second audio summaries via text message, distilling key insights from recent evaluations, highlighting strengths, flagging improvement areas, and offering clear guidance. Piper Answers™ is an interactive A.I. chat tool that allows clients to instantly query their PSI® data for personalized, actionable advice on behaviors, benchmarking, and coaching—anytime, on demand.
- How Do We Compare? Annual Industry Benchmarking
Our annual industry studies reveal how major brands perform relative to one another—enabling clients to benchmark performance and improve based on real-world customer engagement data.
Facility Evaluation & Audit Programs – Trusted Results
Brands, manufacturers, and franchisors rely on Pied Piper to evaluate how well their retail locations follow established facility standards, helping support consistency and excellence across all locations. With Pied Piper, facility evaluation/audit clients avoid surprises—programs run smoothly, on time, on budget, and with trusted results.
We manage every detail using our experienced team and our own flexible, proprietary, in-house software. Unlike other vendors that act as "temp agencies," relying on the "tribal knowledge" of evaluators and using third-party software, Pied Piper delivers fully integrated programs. We provide in-depth training, including a 100+ page custom Sourcebook™ and training videos, ensuring consistent results. Our A.I.-powered tools, like Computer Vision analysis and interactive chatbots, add precision and insight.
Improve What Customers Actually Experience
Contact Pied Piper to improve the customer behaviors that matter—and take the next step toward top-tier performance.
Contact Us
Pied Piper Management Company, LLC
9400 Alice Mae Lane, #239
Austin, TX 78748
United States of America
Phone +1 (800) 564-3268
380 Foam Street, Suite D
Monterey, CA 93940
United States of America
Phone +1 (831) 648-1075
Power of A.I. Delivered to Client's Phones
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