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Ducati dealerships were the top ranked brand in the newly released 2016 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Motorcycle Industry Benchmarking Study, which marks the third consecutive year that Ducati finished at the top. The study measured dealership treatment of motorcycle shoppers, with rankings by brand determined by the patent-pending Pied Piper PSI process, which ties “mystery shopping” measurement and scoring to industry sales success. Go here for complete rankings by brand: www.piedpiperpsi.com
Harley-Davidson and Polaris’ Victory brand and finished tied for second, while BMW and dealers selling Polaris’ Slingshot three-wheeler finished tied for fourth.
10th Year of Study – 2016 marked the tenth year of the Pied Piper PSI motorcycle industry study, and ten years of results show that the sales process used by motorcycle dealers is more effective today than it was ten years ago. For example, compared to ten years ago, dealers today are almost twice as likely to offer motorcycle test rides, to ask about trade-ins and to request shopper contact information to allow follow-up. One of the few areas which declined over ten years was salespeople offering printed materials for the shopper to take with them, which dropped from 67% to 49% of the time.
Brands showing the greatest overall improvement from 2015 to 2016 were Polaris’ Indian brand, Aprilia, Honda, Victory, BMW, Moto Guzzi and Yamaha. Brands with declines from 2015 to 2016 were Husqvarna, Kawasaki, Can-Am and Triumph. In total, improvement by twelve of the nineteen brands generated an industry average PSI score of 109, a two-point increase from 2015, and the highest score Pied Piper has measured for an annual motorcycle industry study.
From 2015 to 2016, the most pronounced improvement industry-wide came from the “ask for the sale” portion of the sales process. Salesperson suggested sitting down at a desk increased from 41% to 49% of the time; Salesperson did anything at all to attempt to forward the sale increased from 62% to 69% of the time; and salesperson mentioned availability of financing options increased from 62% to 65% of the time. Salesperson asked for shopper’s contact information hit a record of 59% in 2016, up from 57% of the time in 2015.
About Pied Piper PSI® and Pied Piper Management Company, LLC
Complete Pied Piper PSI industry study results are provided to vehicle manufacturers and national dealer groups. Manufacturers, national dealer groups and individual dealerships also order PSI “mystery shop” evaluations—in-person, internet or telephone—as tools to improve the sales effectiveness of their dealerships. For more information about the Pied Piper Prospect Satisfaction Index, and the patent-pending PSI process, go to www.piedpiperpsi.com.