MONTEREY, CA – June 3, 2024 – (Motor Sports NewsWire) – Triumph was ranked first of 27 powersports 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 Triumph dealers in the rankings were dealers who service Harley-Davidson’s electric Livewire brand, BMW, Aprilia and Polaris Off-Road.
“Well-run service departments focus on increasing customer loyalty, and the first service experience to drive that loyalty is a customer’s phone call to schedule an appointment,” said Fran O’Hagan, Pied Piper CEO. “Powersports customers who find scheduling service difficult vote with their feet by moving to another dealership or independent shop, or even getting rid of their vehicle.”
Brands with the greatest improvement from last year were Triumph, Kymco, CFMoto, HiSun and Kawasaki, all of whom improved their STE scores more than four points since last year’s study. The performance of 16 brands declined, including Harley-Davidson, Zero, Suzuki, Moto Guzzi and Indian.
Overall STE scores range from 0 to 100, and are calculated from a mix of individually weighted measurements that support the customer mission of quickly speaking with a service representative who can schedule a service appointment within a reasonable amount of time. 62% of the total score is determined by efficiency measurements, while 38% of the total score is determined by quality measurements.
One in seven (15%) of the study’s powersports customers hung up their phone having failed in their attempt to schedule service. Thirty three percent of the customers quickly accomplished their objective, speaking with a service advisor within one minute, and scheduling an appointment within one week. Thirteen percent of the powersports dealerships nationally went further, achieving STE scores over 70, by also providing a proactively helpful experience that went above and beyond the customer’s basic expectations.
Compared to last year, the national average STE score dropped three points, from 46 to 43. Powersports dealers in this year’s study were more likely on average to place customers on hold, less likely to give their name to the customer, less likely to ask for the customer’s contact information, and less likely to provide an estimate of how long the repair would take or what it…
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