Study Shows H-D Dealers Rank #1 in Customer Satisfaction.
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"The 2007 Pied Piper Prospect Satisfaction Index SM Motorcycle Industry Study was conducted between November 2006 and January 2007 using shopper evaluations at 375 retail locations throughout the U.S., representing approximately one in eleven of all U.S. motorcycle dealership locations."
A few questions:
Why did they choose a time of year when relatively few motorcycles are sold?
Were equal numbers of dealers from each manufacturer represented?
Random sampling?
Basically what I'd like to see is more information and detail about the design of the "study".
A few questions:
Why did they choose a time of year when relatively few motorcycles are sold?
Were equal numbers of dealers from each manufacturer represented?
Random sampling?
Basically what I'd like to see is more information and detail about the design of the "study".
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Based on my own personal experience at plenty of motorcycle dealers, I wouldn't have trouble believing that H-D dealers could be the best overall. Most of the dealers, particularly the Big 4, are pretty bad.
However, be careful what you believe when it comes to this type of "research." It looks to me that some of these measures have very little to do with customer satisfaction. Asking for contact information? Forwarding the sale? They've practically admitted that this survey is really about improving "sales processes." That may or may not have something to do with prospect or customer satisfaction. It may have more to do with sales techniques.
I can tell you that in at least two of the H-D dealers around here, the salespeople were fairly smug despite their obvious lack of product knowledge. A few were pushy and condescending, too. In one of the H-D stores, the salespeople were really nice and tried to be helpful but still had a tenuous grasp of the product.
And if you were looking for Buells, they practically ignored you. It could explain why at least two of the four local dealers no longer carry Buell.
However, be careful what you believe when it comes to this type of "research." It looks to me that some of these measures have very little to do with customer satisfaction. Asking for contact information? Forwarding the sale? They've practically admitted that this survey is really about improving "sales processes." That may or may not have something to do with prospect or customer satisfaction. It may have more to do with sales techniques.
I can tell you that in at least two of the H-D dealers around here, the salespeople were fairly smug despite their obvious lack of product knowledge. A few were pushy and condescending, too. In one of the H-D stores, the salespeople were really nice and tried to be helpful but still had a tenuous grasp of the product.
And if you were looking for Buells, they practically ignored you. It could explain why at least two of the four local dealers no longer carry Buell.
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1,754 Posts
I had a similar experience at an H-D shop when I wanted to test ride a Buell.
First they sent over the resident Buell "expert," who tried to hand me all sorts of b.s. that could have been refuted by reading one bike review. Then he basically wanted all of my financial info and was pushing for a deposit before he would schedule a test ride. I understand the problem with giving test rides and would have been more forgiving if Buell hadn't been running test ride promotions for months.
Let's also remember that some salesforces are trained to be relatively hands-off until a customer asks for assistance.
First they sent over the resident Buell "expert," who tried to hand me all sorts of b.s. that could have been refuted by reading one bike review. Then he basically wanted all of my financial info and was pushing for a deposit before he would schedule a test ride. I understand the problem with giving test rides and would have been more forgiving if Buell hadn't been running test ride promotions for months.
Let's also remember that some salesforces are trained to be relatively hands-off until a customer asks for assistance.
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You may or may not be surprised at how many bike salespeople don't ride bikes at all. At Plaza Cycle in Salt Lake apparently the salesmen just stand around near the personal watercraft and ATVs, ignoring the bike customers and flexing their muscles all day long.
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Guys, you're givin' me a Woody here thinkin' about BAR's mom........
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1,900 Posts
Well, I haven't seen the answer yet. What Harley owner do any of you know that doesn't think the HD Motor Company walks on water? They couldn't tell a Road Glide from a Wide Glide but if it has the bar and shield on the tank it's the worlds finest motorcycle.
BTW, it says that on the back of my old HD jacket if you don't believe me.
BTW, it says that on the back of my old HD jacket if you don't believe me.
the heading is incorrect.
Pied Piper rates dealerships on how well they "manage" "manipulate" and "direct" the customer to make a sale out of possibly a non-sale. (I didn't say that well, it's late and I'm tired)
basically they rate the dealership on how well they take the customers money. period.
so .. the title "customer satisfaction" is misleading.
it's dealer productivity.
check it out for yourself:
http://www.piedpipermc.com/what_we_do/
Pied Piper rates dealerships on how well they "manage" "manipulate" and "direct" the customer to make a sale out of possibly a non-sale. (I didn't say that well, it's late and I'm tired)
basically they rate the dealership on how well they take the customers money. period.
so .. the title "customer satisfaction" is misleading.
it's dealer productivity.
check it out for yourself:
http://www.piedpipermc.com/what_we_do/
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1,754 Posts
Nah, it wouldn't surprise me. Although I think the worst may be the kid-squids that some of them hire. They know virtually nothing but just enough to be dangerous to some newer riders, like this kid who was working in a local Kawi dealer. He'd been riding for a little under two years and his squidliness was quite pronounced.
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8,714 Posts
Re: Survey is consistent with local Seattle area survey
He's a salaried Design Engineer who can negotiate his own pay and benefits package with the company, earn merit raises and bonus's etc..
I'm an hourly Steam Engineer who's pay and benefits are negotiated on my behalf by an evil, greedy and self serving Union......
No wait, that can't be it.........
He's a salaried Design Engineer who can negotiate his own pay and benefits package with the company, earn merit raises and bonus's etc..
I'm an hourly Steam Engineer who's pay and benefits are negotiated on my behalf by an evil, greedy and self serving Union......
No wait, that can't be it.........
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