Dealership websites are handling service scheduling better than phone calls, according to Pied Piper's latest study, averaging 71 out of 100 compared to 61 for phone requests. Pied Piper evaluated more than 4,100 service requests across 31 dealer groups on more than 40 criteria tied to customer experience and revenue.
❝ The only people who know it's failing are the customers. ❝
That's the uncomfortable part. The gap between the top-scoring group (MileOne Autogroup, at 80) and the bottom (Fox Motors, at 47) has nothing to do with budget or software access. Every group in the study has roughly the same tools available. The difference is whether anyone's actually watching the experience closely enough to catch it breaking.
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The Stat That Actually Tells You What to Do
Here's the part worth paying attention to.
At a previous dealer group, moving online scheduling earlier into the sales process took adoption from 13% to 48%. Show rates climbed above 93% in the same window.
