Group 1 Automotive dealerships ranked highest in Pied Piper’s 2025 PSI Service Telephone Effectiveness (STE) Auto Dealer Group Study. The study measured the efficiency and quality of scheduling service appointments by telephone across 2,105 dealerships from 26 of the largest U.S. auto dealer groups.
Group 1 dealerships improved their average STE score by 12 points over the past year, achieving a record average STE score of 76. This performance indicates superior customer service and operational effectiveness in a critical area of the automotive retail business.
The study also noted the increasing use of artificial intelligence in service calls, with AI often outperforming human staff. Group 1's top ranking demonstrates its successful integration of best practices and technology to drive service revenue and customer loyalty.
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