Measure, Report and Improve
Pied Piper Management Company, LLC helps brands improve the omnichannel sales and service performance of their retailers.
Press - Automotive (Page 5)
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American International Automobile Dealers July 2009
It's partly the cars that keeps customers coming to a dealership, but it's also the experience those customers have in the showroom. Forbes reports that in the midst of dealership closures, several international brands, including Jaguar, Mercedes-Benz, and Lexus are leading the way in customer satisfaction at the dealership. To generate its list of the best car dealerships this year, Forbes used data provided by marketing firm Pied Piper Management. Read More >
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Dealer Magazine July 2009
Mercedes-Benz dealerships ranked highest in the newly released 2009 Pied Piper Prospect Satisfaction Index (PSI) U.S. Auto Industry Study, one of a series of unique national benchmarking studies that measure how consumers are treated when shopping for a new car, motorcycle, RV or boat. Following Mercedes-Benz were Lexus, Jaguar, Saturn and Land Rover. The independent study sent 3,531 hired anonymous "mystery shoppers" into auto dealerships nationwide, then used the patent-pending PSI process to ... Read More >
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Autoevolution.com July 2009
It is known in every industry that consumer satisfaction is one of the key points in keeping your business at a competitive level. The same is true for the automotive industry. Mercedes-Benz has one reason to be happy about how it is perceived by the customers. Its dealerships across the U.S. ranked the highest, according to the recently released 2009 Pied Piper Prospect Satisfaction Index. "Nine out of ten car shoppers walk back out a dealership's door without buying," said Fran O'Hagan, CEO of ... Read More >
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Autoremarketing.com July 2009
In an effort to see which automakers' dealers are treating vehicle shoppers the best, Pied Piper recently sent more than 3,000 mystery shoppers into various dealerships and measured the feedback. And the dealers who gained the best marks? According to the company, they are Mercedes-Benz dealers. Next in line were dealers from Lexus, Jaguar, Saturn and Land Rover, respectively. The 2009 Pied Piper Prospect Satisfaction Index found that a brand or dealership's treatment of shoppers tended to ... Read More >
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TheDetroitBureau.com July 2009
A happy customer, it's been said, is a repeat customer. Yet a surprising number of automakers and their dealers seem to almost go out of their way to frustrate potential buyers, sending them scampering over to the competition. That's a key finding of the Prospect Satisfaction Index, an annual study by the California research firm, Pied Piper. It reveals that Mercedes-Benz dealerships ranked highest in the newly released 2009 PSI, which looks at hidden facets of sales process, and how lookers are ... Read More >
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Forbes.com July 2009
It's partly the cars that keeps customers coming, sure, but it's also the experience those customers have in the showroom. While General Motors and Chrysler are closing roughly 1,100 and 800 dealerships nationwide, respectively (and surviving dealerships conjure ways to attract their customers), Jaguar joins several other luxury brands in shining through the recession's haze. Mercedes-Benz, Lexus and Jaguar are the top three brands when it comes to consumer satisfaction at their dealerships. ... Read More >
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Press Release: 2009 Pied Piper PSI U.S. Auto Industry Benchmarking Study July 2009
Mercedes-Benz dealerships ranked highest in the newly released 2009 Pied Piper Prospect Satisfaction Index® (PSI) U.S. Auto Industry Study, one of a series of unique national benchmarking studies that measure how consumers are treated when shopping for a new car, motorcycle, RV or boat. Following Mercedes-Benz were Lexus, Jaguar, Saturn and Land Rover. The independent study sent 3,531 hired anonymous “mystery shoppers” into auto dealerships nationwide, then used the patent-pending PSI process ... Read More >
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White Paper by Karolyn Hart, Wireless Ronin Technologies February 2009
Those brands that have been able to grow sales also have dealers who are more likely to satisfy shoppers. Dealers who improved their average Pied Piper PSI scores by 10 points or more from 2007 to 2008 saw retail sales increase 9% during the same time period. On the other hand, dealers for whom PSI dropped by 10 points or more saw their retail sales drop 6%. According to Fran O'Hagan, President of Pied Piper Management Co., LLC, "Today's shoppers arrive at a dealership already armed with the ... Read More >
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Ward’s Dealer Business July 2008
Most car dealerships are treating their customers better, according to an annual satisfaction study using mystery shoppers. Acura, Jaguar, Lexus and Saturn dealerships rank highest in the 2008 Pied Piper Management Co. review in which people were hired to pose as shoppers, visit auto dealerships, then calculate and report their findings on how they were treated. Read More >
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Automotive Digest July 2008
Consumers are happier with how dealers treat them than a year ago, says Pied Piper study. Read More >
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What others are Saying:
"We’ve built a process at our 19 dealerships and 35 brands around Pied Piper’s mystery shop results. Bottom line? It works. We are very pleased not only with the improvements Pied Piper has helped us make, but also the great support provided."
Group VP ~ 5-Year PPMC Client
