Press

Monterey, California – July 10, 2023 – Harley-Davidson was ranked first of 26 powersports brands by Pied Piper’s 2023 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 Harley-Davidson in the rankings were Polaris Off-Road, BMW and Indian Motorcycle.

“Powersports customers soon decide whether their service experience is a reason to keep their product or get rid of it,” said Fran O’Hagan, Pied Piper CEO. “Customers who find scheduling a service appointment difficult vote with their feet by moving to another dealership or independent shop, or postponing service.”

The study was completed between March 2023 and May 2023, when Pied Piper phoned each of 1,608 dealerships representing all the major powersports brands, posing as a service customer attempting to schedule a service appointment. Overall STE scores range from 0 to 100, and are calculated from a mix of 39 individually weighted efficiency and quality data points that support the customer mission of quickly and easily setting up a service appointment for a specific date and time. 62% of the total score is determined by efficiency measurements, while 38% of the total score is determined by quality measurements.

Eleven percent of the study’s powersports customers hung up their phone having failed in their attempt to schedule service. Twenty five percent of the customers quickly accomplished their objective, speaking with a service advisor within one minute, and scheduling an appointment within one week. Seven percent of the dealerships nationally went further, achieving STE scores over 80, by providing an interaction with their service customers that was both “frictionless” and proactively helpful.