In Pied Piper’s 2024 PSI® Service Telephone Effectiveness® (STE®) Study, Acura emerged as the top-ranked brand among 34 automobile manufacturers for its exceptional performance in facilitating efficient and straightforward service appointment scheduling via phone. This study, conducted from January to May 2024, evaluated 2,716 dealerships nationwide.
Acura achieved an impressive STE score of 65, seven points above the industry average. This score reflects Acura’s commitment to promptly connecting customers with service advisors, with only three percent of callers experiencing hold times exceeding two minutes—significantly lower than the industry’s twelve percent average. Notably, 62 percent of Acura customers successfully scheduled appointments within one week, while only seven percent failed to do so—a notable improvement compared to the industry’s fourteen percent average.
Fran O’Hagan, CEO of Pied Piper, emphasized the critical role of service efficiency in fostering customer loyalty. He highlighted that customers who encounter difficulty in scheduling service are more likely to seek alternatives, impacting dealership loyalty and potential vehicle purchases. The study also revealed substantial variation among brands in service quality metrics, such as the frequency of mission failures (customers unable to schedule appointments), and mission excellence (frictionless service experiences).
Overall, Acura’s leadership in service telephone effectiveness underscores its proactive approach to enhancing customer satisfaction and loyalty, setting a benchmark for the automotive industry.
