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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Car Dealership Guy
VW dealers lead industry in service scheduling effectiveness
September 2026
Volkswagen dealers collectively were the most effective in scheduling service appointments for their customers via the phone or websites, but the entire industry showed improvement in the past year. Leading off: In its 2026 Service Scheduling Effectiveness auto industry study, Pied Piper submitted 6,538 service requests at 33 U.S. auto brands and four of the industry’s top independent service center brands. Using 40 different measurements ...
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Press Release: VOLKSWAGEN RANKED HIGHEST IN 2026 AUTO INDUSTRY SERVICE SCHEDULING EFFECTIVENESS™ STUDY
September 2026
Second annual Pied Piper study measured how effectively auto dealerships schedule service by website and telephone Volkswagen ranked highest overall and for telephone scheduling; Volvo ranked highest for website scheduling; Overall industry improved substantially AI improved routine scheduling but often breaks down with complex requests and handoffs Independent service centers outperformed dealerships on key scheduling measures AUSTIN, TEXAS, USA ...
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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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Wards Auto
Sales Leads Caught in the Web
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April 2024
A mystery-shopping survey says auto dealerships are getting better - and faster - at responding to online customer inquiries. In this year's Pied Piper Internet Lead Effectiveness Study, 34% of dealerships scored above 80 (providing a quick and thorough personal response). Twenty-one percent scored below 40, with the worst markdown transgression being a failure to respond at all. Industrywide average performance increased four points to a ...
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Automotive News
Dealerships' responses to website inquiries improving, new study shows
March 2024
More dealerships than ever provided more thoughtful and thorough personal responses to inquiries on their websites, according to a new study from Pied Piper. The study, released this month,ranks dealerships on a 100-point scale based on how they responded to mystery-customer inquiries on their websites within 24 hours. The industry average score rose to 62, the highest since Pied Piper started tracking responses in 2011. Many dealerships ...
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Auto Connected Car News
Infiniti, VW, Cadillac, Subaru & Polestar Most Responsive to Internet Leads
March 2024
Infiniti dealerships were ranked highest according to the 2024 Pied Piper PSI® Internet Lead Effectiveness® (ILE®) Study, which measured responsiveness to customer internet leads coming though dealership websites. Following Infiniti were Volkswagen, Cadillac, Subaru, and Polestar. Pied Piper submitted mystery-shopper customer inquiries through the individual websites of 3,957 dealerships, asking a specific question about a vehicle in inventory, ...
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Used Car News
Study Focuses on Following Up on Leads
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March 2024
Infiniti dealerships were ranked highest according to the 2024 Pied Piper PSI Internet Lead Effectiveness Study, which measured responsiveness to customer internet leads coming though dealership websites. Following Infiniti were Volkswagen, Cadillac, Subaru, and Polestar. Pied Piper submitted mystery-shopper customer inquiries through the individual websites of 3,957 dealerships, asking a specific question about a vehicle in inventory, and ...
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Digital Dealer
How Auto Dealerships Rank By Website Response Rate
March 2024
Infiniti came out on top in a recent survey of responsiveness to customer internet leads coming though dealership websites. The survey— 2024 Pied Piper PSI® Internet Lead Effectiveness® (ILE) Study—measured responsiveness to customer internet leads coming though dealership websites. Following Infiniti were Volkswagen, Cadillac, Subaru, and Polestar. The study is based on Pied Piper’s mystery-shopper customer inquiries through the individual ...
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