Florida Realtors
Real estate inquiries often fail to reach agents
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October 2026
A new study found many real estate inquiries go unanswered or take too long to reach an agent, highlighting gaps in lead response and follow-up. A buyer or seller reaches out. Then waits. And then waits some more. A new study said real estate professionals may be losing business simply because potential customers aren’t getting connected to an agent quickly enough. Pied Piper’s 2026 Real Estate Lead Handling Effectiveness Study tested 2,198 ...
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BAM
73% of Calls to Real Estate Offices Get Zero Follow-Up Within 24 Hours
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October 2026
Two out of every three people who called a real estate office asking for an agent didn’t get to talk with one on that call, according to Pied Piper’s 2026 study. Online inquiries had even worse results. Of the people who filled out a form on an office website, only 18% heard from an agent within 24 hours. The Lead Handling Effectiveness™ (LHE™) study is Pied Piper’s first look at residential real estate. It scored 21 large brokerage brands on ...
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Automotive News
Service scheduling better, but gaps remain
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October 2026
Service departments drive dealerships’ profits, but 1 in 6 customers who call for an appointment can’t get scheduled for a specific date and time. While the industry is improving scheduling service by phone and online, gaps threaten customer loyalty, according to benchmarking firm Pied Piper. “If you talk to dealers, 70 or 80 percent of their profit comes from fixing cars,” said Pied Piper CEO Fran O’Hagan. “So, this is a huge issue for dealers, ...
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Propmodo
Real Estate Brokerages Fail to Capture Two-Thirds of Inbound Leads
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October 2026
A Pied Piper study of 2,198 consumer inquiries across 21 major real estate brands found that only 33% of callers reached an agent during their initial phone call, and 73% received no follow-up within 24 hours. Web inquiries fared worse: 68% went unanswered within a day, and only 18% resulted in contact from an agent. The study, conducted in June and July, assigned Lead Handling Effectiveness scores from 0 to 100 based on speed and quality of ...
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Real Estate News
Brokerages drop the ball on most consumer phone, web inquiries
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October 2026
While some brokerages perform better than others, response rates to consumer phone and web inquiries are fairly abysmal industry-wide, a Pied Piper study found. Lead generation is a huge part of many real estate agents' business. But new data suggests that many agents are squandering leads through some of the most basic connection points. According to a study recently conducted by Pied Piper, only about one-third of consumers on average were ...
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Press Release: MORE THAN TWO-THIRDS OF REAL ESTATE INQUIRIES FAIL TO CONNECT WITH AN AGENT, PIED PIPER STUDY FINDS
First-of-its-kind real estate study ranked major brands by how effectively local offices handled phone and website inquiries, including agent connection and follow-up
October 2026
Howard Hanna Ranked Highest: Howard Hanna ranked first among 21 major real estate brands, followed by Realty ONE Group, Berkshire Hathaway HomeServices, EXIT Realty, and RE/MAX. Real Estate Lead Handling Lags Other Industries: The industry averaged just 21 out of 100 for Lead Handling Effectiveness™, and even the highest-ranked brand scored only 30. Online Inquiries Fared Worst: Only 18% of website inquiries resulted in communication from an ...
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Automotive News
Why getting service scheduling right — from phone to online — is key for dealership profits, loyalty
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October 2026
Service departments drive dealerships’ profits, but 1 in 6 customers who call for an appointment can’t get scheduled for a specific date and time. While the industry is improving scheduling service by phone and online, gaps threaten customer loyalty, according to benchmarking firm Pied Piper. “If you talk to dealers, 70 or 80 percent of their profit comes from fixing cars,” said Pied Piper CEO Fran O’Hagan. “So, this is a huge issue for dealers, ...
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Wards Auto
Volkswagen dealers lead peers in service scheduling study
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September 2026
Volkswagen dealerships were No. 1 in a recent U.S. market research study that measured dealership performance in scheduling service appointments online and over the phone, by independent market research firm Pied Piper Management Co. “There is a huge upside” to effective service appointments, said Fran O’Hagan, founder and CEO of Pied Piper, in a Sept. 16 phone interview. Getting service appointments right is key to retaining service customers — ...
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CBT News
Service scheduling improves industry-wide, Volkswagen dealers lead the pack
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September 2026
According to a new Pied Piper report, each auto brand improved its customer service scheduling this year. Per the report, Volkswagen dealers led the 2026 Service Scheduling Effectiveness (SSE) Auto Industry Study with an average score of 73 out of 100. The industry’s average increased by 7 points in its second year. Pied Piper evaluated 6,538 service requests via phone and website from dealerships of 33 U.S. brands and four independent chains. ...
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Auto Remarketing
VW dealers earn No. 1 ranking for service scheduling effectiveness
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September 2026
When it comes to making it easy for customers to schedule service on the phone or their websites, Volkswagen dealers, apparently, do it best. Pied Piper released its 2026 Service Scheduling Effectiveness Auto Industry Study, which examines the customer experience scheduling service on dealership websites and via telephone. Topping the list was VW, whose dealers averaged a Service Scheduling Effectiveness (SSE) score of 73 out of 100. Central ...
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