Heading 1: Study Reveals Best and Worst Dealer Groups for Service Telephone Effectiveness
When it comes to booking a service appointment for your car, the experience can vary greatly depending on which dealer group you choose. A new study by Pied Piper’s 2023 PSI Service Telephone Effectiveness Study has revealed which dealer groups handle service telephone calls the best, and which need to improve their game.
Heading 2: Group 1 Automotive Comes Out on Top
Group 1 Automotive was named the top-performing dealer group in the study, with over a quarter of its dealerships scoring over 80 out of 100. This means they provided an effective call that quickly and easily offered an appointment. Group 1 Automotive’s success can be attributed to its efficient and quality service telephone calls.
Heading 2: Napleton Automotive Group Needs to Improve
On the other end of the spectrum, Napleton Automotive Group scored poorly in the study. Customers thinking of calling this dealer group might want to consider doing the job themselves. Napleton Automotive Group needs to improve its service telephone calls to attract and retain customers.
Heading 2: Acura, Lexus, and Toyota Are the Top Car Brands
The study also evaluated car brands based on their service telephone effectiveness. Acura, Lexus, and Toyota were named the top-performing car brands, while Land Rover, Hyundai, and Jeep were at the bottom of the table. This information can be useful for customers looking for a reliable car brand with efficient service.
Heading 2: Efficiency and Quality Are Key Factors
The study evaluated dealerships based on how efficiently and effectively they handled service telephone calls. Points were awarded for factors such as the time elapsed before speaking to an advisor, number of days until the first available appointment, whether the customer was told how long the service would take and how much it would cost, and if they were offered alternative transport. Dealerships that scored over 80 were considered to have provided an effective call that quickly and easily offered an appointment.
Heading 2: Sub-Par Performance Needs Improvement
While Group 1 Automotive’s success is commendable, the study found that 20 percent of dealerships scored less than 40 out of 100. This means they performed so badly that they potentially repelled the customer. It is important for all dealerships to improve their service telephone calls to attract and retain customers.
Heading 1: Conclusion
In conclusion, the Pied Piper’s 2023 PSI Service Telephone Effectiveness Study has revealed which dealer groups and car brands handle service telephone calls the best, and which need to improve their game. Efficiency and quality are key factors in providing an effective call that quickly and easily offers an appointment. Customers should consider this information when choosing a dealership for their car service needs.