Auto Spies
Study: Acura Dealers Have The Fastest Call Service
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July 2024
Acura was ranked first out of 34 automobile brands in Pied Piper's 2024 PSI ServiceTelephone Effectiveness (STE) Study, which measured the efficiency and quality of service telephone calls from a customer's objective of quickly and easily setting up a service appointment. Following the Acura dealers in the rankings were dealers who service Mazda, Lexus, Infiniti, and Volkswagen. "Well-run service departments focus on increasing customer loyalty, ...
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Auto Remarketing
Acura dealers lead the way in study of service department phone calls
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July 2024
When it comes to calling the service department, Acura dealers are providing the industry's best customer service. That's the conclusion of Pied Piper's 2024 PSI Service Telephone Effectiveness Study, which ranked Acura first among the 34 automobile brands analyzed for the efficiency and quality of service telephone calls from a customer's objective of quickly and easily setting up a service appointment. Acura dealers, who averaged a score of ...
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KBB.com
Study: Acura Dealers Have The Fastest Call Service
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July 2024
Service departments at car dealerships are not all the same. Some get you through to a human being on the phone quickly and help you set up a service appointment efficiently. Others leave you waiting in interminable hold cycles. The best experience? That goes to those who buy an Acura, a new study says. Pied Piper, a company that provides secret-shopper services to the automotive industry, conducted the study. Researchers called service ...
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Automotive News
Study looks at how well dealerships answer service department telephone calls
July 2024
Endless ringing or getting stuck on hold happens to one out of seven dealership service customers who try to schedule an appointment, according to new Pied Piper research. In a first-of-its-kind study, Pied Piper called 2,716 automotive dealerships spanning 34 brands between January and May to measure the efficiency and quality of service calls when attempting to set up an appointment for a check engine light. The study aimed to measure a new ...
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Press Release: ACURA DEALERS RANKED FIRST IN INDUSTRY STUDY FOR PROVIDING QUICK AND EASY SERVICE APPOINTMENTS
Industrywide 1 in 7 Customers Failed in their Attempt to Schedule Service
July 2024
Monterey, California – July 1, 2024 – Acura was ranked first out of 34 automobile brands in Pied Piper’s 2024 PSI® Service Telephone Effectiveness® (STE®) Study, which measured the efficiency and quality of service telephone calls from a customer’s objective of quickly and easily setting up a service appointment. Following the Acura dealers in the rankings were dealers who service Mazda, Lexus, Infiniti, and Volkswagen. “Well-run service ...
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AUTOMOTIVE NEWS
Napleton Automotive tops new survey on Web lead response times
May 2024
When it comes to Web-related sales leads, Napleton Automotive Group developed a strategy to capture as many of them as possible. Napleton chose to centralize most of its business development center functions into two large offices. A facility in West Palm Beach, Fla., employs roughly 60 employees to handle Web leads from Napleton's dealerships in the Southeast, working essentially like a call center. About the same number work in Merrillville, ...
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Digital Dealer
Napleton Tops Study in Responding to Internet Leads
May 2024
For a third year in a row, the Napleton Auto Group dealerships topped in response to following internet leads. The 2024 Pied Piper PSI Internet Lead Effectiveness (ILE) Study measured responsiveness to internet leads coming though dealer websites among 18 of the largest auto dealer groups. Following Napleton were Berkshire Hathaway, Herb Chambers, Ken Garff, and Ken Ganley dealer groups. Dealer groups with the greatest improvement were Ganley, ...
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Auto Remarketing
Napleton again leads dealer groups in responding to internet leads
May 2024
Some things never change. One of those, it seems, is Napleton Auto Group’s position as the dealership group most responsive to internet leads. Pied Piper’s 2024 PSI Internet Lead Effectiveness Study, which measures responsiveness to internet leads coming though dealer websites, shows Napleton at the top of the list for the third consecutive year by a wide margin. Napleton, which operates more than 80 dealerships in seven states, posted an ...
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Wards Auto
Auto Dealer Trifecta: Email, Text, Phone Online Shoppers
May 2024
One of the most effective devices for selling vehicles was invented nearly 150 years ago. It’s the telephone. Sure, early phones were nothing like today’s multifunctional smartphones. But a dealership’s response to a digital sales lead should include phoning the customer. So says Fran O’Hagan, CEO of Pied Piper, a consultancy that uses mystery shopping to rank dealerships’ internet effectiveness, particularly the rapidity of responding to ...
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Press Release: NAPLETON AUTO GROUP RANKED HIGHEST IN 2024 AUTO INDUSTRY STUDY MEASURING RESPONSE TO WEBSITE CUSTOMERS
Eighteen Auto Dealer Groups Measured: Berkshire Hathaway ranked second, Herb Chambers and Ken Garff tied for third
May 2024
Monterey, California – May 6, 2024 – Napleton Auto Group dealerships were ranked highest out of eighteen of the largest auto dealer groups for the third year in a row according to the 2024 Pied Piper PSI® Internet Lead Effectiveness® (ILE®) Study, which measured responsiveness to internet leads coming though dealer websites. Following Napleton were Berkshire Hathaway, Herb Chambers, Ken Garff, and Ganley dealer groups. Pied Piper submitted ...
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