Automotive News
EV manufacturers rank behind other premium brands in customer service, survey finds
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July 2022
Electric vehicle-only automakers are trailing other premium brands in shopping experience satisfaction, a report out Monday from retail service tracker Pied Piper found. The Pied Piper Prospect Satisfaction Index, or PSI, uses about 70 best-practice behaviors to measure retail service performance of automakers. These include in-person and Web-response categories, making up 60 percent and 40 percent of a brand's score, respectively, and included ...
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Wards Auto
Cadillac Scores High, Startups Rank Low in Helping Customers
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July 2022
Post-pandemic inventory issues still make it a sellers market... but for how long? Many dealers have been developing bad habits due to the lack of new units... why bother responding to an Internet lead when the lead time is going to be six months or longer, right? WRONG! How effective and customer-helpful are the sales processes of startup electric-vehicle luxury brands compared with those of traditional premium brands? Not so good, according ...
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Press Release: CADILLAC RANKS FIRST IN LUXURY-VEHICLE SHOPPING HELPFULNESS STUDY
Measurement of online and in-person premium-brand customers also ranks exotic brands and new EV-only entrants for the first time
July 2022
Monterey, California – July 18, 2022 – Cadillac was ranked highest in a recent measurement of how effectively premium brands and dealers helped both website and in-person vehicle shoppers. In the 2022 Pied Piper Prospect Satisfaction Index® (PSI®) Premium Auto Study released today, Infiniti and Mercedes-Benz were ranked second and third of the 25 brands measured. The study also measured new electric-vehicle brands, and found that their ...
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CARSCOOPS.COM
Cadillac Leads Luxury Industry In Shopping Helpfulness Study, EV And Exotic Brands Lag Behind
While exotic dealers neglect their online presence, EV manufacturers neglect their in-person experience
July 2022
Cadillac topped a recent study of helpfulness in both online and in-person shopping experiences. It led its premium competitors, as well as new-school EV and old-school exotic manufacturers in the study conducted by Pied Piper. The Prospect Satisfaction Index sought to measure how well automakers help customers through the shopping experience. The study started by measuring how responsive to customers automakers were online, and continued to how ...
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Automotive News
Infiniti dealerships take first place in online responsive study for second year in a row
March 2022
Infiniti dealerships ranked highest in the Pied Piper PSI Internet Lead Effectiveness Study for the second year in a row, showing their ability to successfully work through the supply shortage and pandemic. Pied Piper submitted 3,628 inquiries on dealership websites asking specific questions and gave a score out of 100 based on how well the dealerships responded over the next 24 hours, it said in a press release Monday. Although Infiniti's ...
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Automotive News First Shift
Infiniti tops internet lead study
March 2022
Infiniti's U.S. dealers were ranked number one in Pied Piper's 2022 Internet Lead Effectiveness Study
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Wards Auto
Some Car Dealers Good, Some Not-So-Hot at Handling Internet Leads
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March 2022
Virtually all car dealers know it’s worthwhile to promptly field Internet customer inquiries, says Fran O’Hagan, CEO of consulting firm Pied Piper. But that doesn’t mean all dealers are quick enough on the draw, as evidenced by the 2022 Pied Piper PSI Internet Lead Effectiveness Study. It measures by-brand responsiveness to mystery-shopping Internet leads sent to dealer websites. “I don’t think there is a car dealer out there who says, ‘No, ...
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Press Release: INFINITI DEALERS RANKED HIGHEST AHEAD OF CADILLAC AND LEXUS AS MOST RESPONSIVE TO WEBSITE CUSTOMER QUERIES; MAZDA AND SUBARU RANKED HIGHEST AMONG MAINSTREAM BRANDS
Despite inventory shortages and COVID-19, dealers who responded faster by text, phone, and email showed markedly stronger sales to web customers
March 2022
Monterey, California – March 7, 2022 – For the second consecutive year, Infiniti dealerships were ranked highest according to the 2022 Pied Piper PSI® Internet Lead Effectiveness® (ILE®) Study, which measured responsiveness to Internet leads coming though dealership websites – a top requirement for retail success. Mazda and Subaru dealers were ranked highest of the mainstream brands. “Most dealers had less inventory in 2021, but dealer treatment ...
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Wards Auto
Chrysler Tops at Connecting EVs With Customers - The Pied Piper study looked at how well automakers and dealers do at promoting electric vehicles and at handling customers interested in them.
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July 2021
Chrysler tops a new study's ranking of how well vehicle brands feature their electrified vehicles online and how well dealerships field EV customer inquiries, both digitally and in-store. Chrysler's high score is ironic for a couple of reasons. First, although Chrysler is a venerable nameplate, it seldom tops auto industry rankings. Second, the brand only offers one electrified product: the Pacifica plug-in hybrid minivan. Now a Stellantis ...
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Press Release: ELECTRIC VEHICLE CAR-SHOPPING EXPERIENCE VARIES BY BRAND: PIED PIPER “OMNICHANNEL PSI(R) FOR EVs” REPORTS CHRYSLER BRAND RANKED #1, FOLLOWED BY BMW AND MINI
Most auto buyers first shop online, then visit a dealership. The 2021 Pied Piper Omnichannel PSI(R) for EVs Auto Industry Study measured effectiveness throughout each brand's customer path, from brand website, to dealer website, to dealership in-person
July 2021
Monterey, California – July 12, 2021 – Stellantis NV’s Chrysler brand ranked highest in the 2021 Pied Piper Omnichannel PSI® for Electric Vehicles (EVs) Auto Industry Study, which answered the question, “What happens when EV customers shop for a vehicle by first visiting the brand’s website, or a dealership website, and then visiting a dealership in person?” BMW was ranked second of the twenty-one battery electric or plug-in hybrid EV brands ...
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