Group 1 Automotive dealerships ranked highest in Pied Piper’s 2025 PSI® Service Telephone Effectiveness® (STE®) Auto Dealer Group Study, which measured efficiency and quality when attempting to s...
MONTEREY, Calif.: Group 1 Automotive dealerships ranked highest in Pied Piper’s 2025 PSI® Service Telephone Effectiveness® (STE®) Auto Dealer Group Study, which measured efficiency and quality when attempting to schedule service appointments by telephone. Following Group 1 Automotive were Napleton Automotive Group, Berkshire Hathaway Automotive, and Ed Morse Automotive Group.
Pied Piper submitted service calls to 2,105 dealerships representing 26 of the largest U.S. auto dealer groups, as well as to 200 independent service centers. Each location received an STE score ranging from 0-100 based on their performance in over 30 differently weighted measurements tied to best practices most likely to drive service revenue and customer loyalty. Each dealer group’s average STE Score is a combined average of their individual dealership performances.
Industrywide - Telephone Service Behaviors Improve
Industrywide average service telephone performance continues to steadily improve, with a 2025 average STE score of 64, up four points since last year and six points since 2023. The improvement in average STE score was in large part due to a reduced rate of negative behaviors compared to the previous year.
Group 1 Automotive Leads the Pack – Group 1 dealerships improved their average STE score by 12 points over the past year, achieving a record average STE score of 76.
Rise of A.I. in Service Calls
Use of artificial intelligence to interact with service customer calls continues to grow, and for the study Pied Piper collected data comparing the experience of service phone customers who interacted with A.I. vs those who interacted with a human.
“A.I. now often outperforms human staff on service calls, but handoffs to people frequently fall apart,” said Cameron O’Hagan, Pied Piper’s Vice President of Metrics and Analytics. “Dealers must use A.I. as a tool—not a crutch—and stay committed to staffing and smooth transitions.”
Independent Service Centers: Competitive Threat
New for 2025, the study also included measurement of independent service center STE performance. The findings show that independent service center performance was mixed, but for some important measurements their performance exceeded the dealer group average.
“Failure to schedule an appointment quickly may be all it takes for a dealership’s service customer to choose an independent shop,” said O’Hagan. “Dealerships work hard to avoid losing service customers, and the faster availability and greater price transparency of independents can be a real threat.”
2025 Dealer Group Performance Compared
Why This Study Matters
“A service customer’s initial phone call is a dealership’s first step toward building loyalty and generating revenue,” said O’Hagan. “Yet because these calls often go unnoticed in daily operations, problems are easily overlooked. Increasing visibility leads directly to improvement.”
For more than 15 years, Pied Piper has independently published annual industry studies that rank the omnichannel performance of brands and dealer groups. These studies track how industry performance changes over time and let clients understand how their own performance compares.
Pied Piper clients order ongoing Prospect Satisfaction Index® (PSI®) measurement and reporting – internet, telephone or in-person – for their dealerships, as tools to improve and maintain omnichannel sales and service effectiveness. A.I.-powered insights are delivered directly to clients’ phones—providing concise, actionable guidance to boost omnichannel sales and service.
About Pied Piper Management Company, LLC
Monterey, California - based Pied Piper helps brands and national retailer groups improve the omnichannel sales & service performance of their retailers.
Pied Piper’s PSI® process applies data science analytics to determine the omnichannel sales and service best practices most likely to drive unit sales and loyalty. PSI® then uses a combination of artificial intelligence, machine learning and human actors to measure and report how effectively retail locations follow those best practices.
Other recent Pied Piper PSI® industry studies include:
Learn more, request a presentation of industry study results, or request PSI® measurement and reporting at www.piedpiperpsi.com.
This press release is provided for editorial use only, and information contained in this release may not be used for advertising or otherwise promoting brands mentioned in this release without specific, written permission from Pied Piper Management Co., LLC.
Fonte: Business Wire
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