Infiniti tops customer service in U.S.

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It turns out mystery shoppers love the customer service at Infiniti dealerships, according to a recent survey by Pied Piper.

It’s the first time Infiniti has been the highest ranked auto brand since the research firm has been releasing its annual Prospect Satisfaction Index (PSI) survey.

The study used 6,157 hired anonymous mystery shoppers at dealerships located throughout the U.S. to help generate rankings, based on 50 PSI factors.

Lexus and Mercedes-Benz dealerships tied for second in 2016, while Porsche, Land Rover and Mitsubishi showed the most improvement year-to-year. Only Mini and Tesla showed year-to-year declines, with Tesla taking the lowest score, said Pied Piper.

The research firm also found that eight of 10 PS sales behaviours have improved in the U.S. On average, when dealers are ranked by their PSI score, dealerships in the top quarter sell 16 per cent more vehicles than those in the bottom quarter, Pied Piper added.

“There is no question that the typical dealership sells more effectively today than it did 10 years ago,” said Fran O’Hagan, President and CEO of Calif.-based Pied Piper Management Company LLC, in a written release.

“However, plenty of variability remains. We have watched some brands completely change the way that they sell, while others sell today no differently than they did 10 years ago,” he added.

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