Each year a satisfaction index is prepared based on hired anonymous “mystery shoppers” experiences at a car dealership.  The 2011 Pied Piper Prospect Satisfaction Index® (PSI®) gives an accurate measurement of how each car brand’s dealerships treat car shoppers.

For the first time in four years, there was actually a decline in the overall auto industry performance. Despite this decline however, dealerships selling MINI, Buick, Infiniti, Jaguar, and Scion managed to improve their performance over last year.

And for the third year in a row, Mercedes-Benz achieved the highest Pied Piper Prospect Satisfaction Index.  Luxury car dealerships tend to fare better on these types of studies because their dealers make higher commissions per transaction and are more likely to devote more time and effort to each prospective customer.

This year two mainstream brands managed to rank up there with the luxury brands, Toyota and RAM achieved sixth place rankings in a tie with Cadillac and Land Rover.
According to CEO of Pied Piper Management Company LLC, Fran O’Hagan, “brands and dealerships who use sales improvement tools like Pied Piper PSI to ‘act like’ top performing sales dealerships often go on to become top performing sales dealerships.”  The dealerships that tend to the best in these types of indexes tend to be brands with more exclusive dealerships and high sales throughout their dealership. 

Many dealerships will order the PSI evaluations as a tool to improve the sales effectiveness of their dealerships.

Other Consumer Review Results