Napleton Auto Group Achieves Record Score in 2025 Dealer Group Study Measuring Response to Website Customers

Associated Press

05-05-2025

MONTEREY, Calif.--(BUSINESS WIRE)--May 5, 2025--
Napleton Automotive Group dealerships ranked highest in the 2025 Pied Piper PSI ® Internet Lead Effectiveness ® (ILE ® ) Auto Dealer Group Study, which measured responsiveness to internet sales leads coming through dealership websites. Following Napleton were Ciocca Automotive, Herb Chambers Auto Group, and Berkshire Hathaway Automotive.
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Source: 2025 Pied Piper Auto Dealer Group Internet Lead Effectiveness Study (USA)
Pied Piper submitted customer inquiries through 2,105 automobile dealership websites representing 26 of the largest USA auto dealer groups. Each inquiry asked a specific question about a vehicle in inventory and included a new customer name, email address, and local telephone number. Pied Piper then evaluated the speed and quality of dealership responses sent by email, telephone, text, and chat over the next 24 hours. Each group's overall ILE Score is a combined average of their individual dealership ILE performances. ILE evaluations consist of over 20 differently weighted measurements, based on best practices that are mathematically most likely to generate sales, combining into an overall ILE score ranging from 0 to 100.
Napleton Achieved Highest Score on Record, What Behaviors Drove This Accomplishment?
2025 marks the fourth year in a row that Napleton Automotive Group achieved the top score in the annual ILE Auto Dealer Group study. Napleton improved their average score by four points for 2025, reaching an average ILE score of 91, the highest average ILE score on record and becoming the first brand or group to achieve an average ILE score in the 90s.
How Did the Industry Perform Over the Past Year?
Average dealer group performance increased only slightly – up one point - over last year, but performance has improved substantially over the past three years. Nine groups achieved average ILE scores over 70 in 2025, while three years ago in 2022 only two groups achieved ILE scores over 70.
Despite the improvement, there remains a large 50-point spread in ILE score performance in the 2025 study, with nine dealer groups improving their ILE score over the past year and seven groups declining in overall score.
Dealer Groups that Improved:
Nine of the 26 dealer groups studied in 2025 improved their ILE scores over the past year, on average increasing by 5 points, with two groups improving by 10 points. The most notable improved behaviors of these nine dealer groups were more appointments offered, more questions answered by texting, and answering questions faster on average than last year.
Dealer Groups that Declined:
Seven of the 26 dealer groups in the 2025 study had lower ILE scores than the previous year, with an average decrease of -4 points and two groups declining -8 or more points. Dealer groups that scored lower in 2025 were less likely, compared to 2024, to 'do both fast,' less likely to respond by phone, and less likely to use texting to answer questions.
Comparing Top Dealer Groups to the Overall Auto Industry Using the '80/40' Rule:
Compared to the overall auto industry, top performing dealer groups tend to be much quicker and more effective at responding to online customers. In this year's ILE studies, 73% of the dealerships from the top five highest scoring dealer groups scored above 80 (providing quick and thorough personal responses), compared to only 40% of the dealerships for the auto industry overall. Similarly, only 6% of the dealerships from the top five dealer groups scored under 40 (failing to personally respond to website customers), compared to 19% of the dealerships throughout the total auto industry.
'Identifying a brand or group's dealerships scoring under 40 and over 80 is an efficient way to determine where improvement efforts should be focused,' said Cameron O'Hagan, Pied Piper's Vice President of Metrics and Analytics. 'Historically, we have found that dealerships that improve their ILE performance from scoring under 40 to scoring over 80 on average sell 50% more units from the same quantity of website customer leads.'
2025 Dealer Group Performance Compared:
Response to customer web inquiries in the 2025 study had large variations by group, as shown by these examples:
Why Was This Study Conducted?
'Modern customers visit dealership websites first, and today's sales success is driven by how the dealerships respond,' said O'Hagan. 'The difficulty is that the website customer experiences are often invisible or distorted by traditional dashboards, which makes this portion of dealership performance easy to overlook.'
For more than 15 years, Pied Piper has independently published annual industry studies that rank the omnichannel performance of brands and dealer groups. These studies track how industry performance changes over time and let clients understand how their own performance compares.
Pied Piper clients order ongoing Prospect Satisfaction Index ® (PSI ® ) measurement and reporting – internet, telephone or in-person – for their dealerships, as tools to improve and maintain omnichannel sales and service effectiveness. Pied Piper clients have found that the key to driving dealership improvement is showing what sales and service customers are really experiencing – which is often a surprise.
About Pied Piper Management Company, LLC
Monterey, California - based Pied Piper helps brands and national retailer groups improve the omnichannel sales & service performance of their retailers.
Pied Piper's PSI process applies data science analytics to determine the omnichannel sales and service best practices most likely to drive unit sales and loyalty. PSI then uses a combination of artificial intelligence, machine learning and human actors to measure and report how effectively retail locations follow those best practices.
Examples of other recent Pied Piper PSI studies include the 2025 Internet Lead Effectiveness ® (ILE ® ) Auto Industry Study (Subaru was ranked first), the 2024 Service Telephone Effectiveness ® (STE®) Auto Industry Study (Honda's Acura brand was ranked first), and the 2024 Telephone Lead Effectiveness ™ (TLE ™ ) Pontoon Boat Industry Study (BRP's Sea-Doo brand ranked first).
For more information about Prospect Satisfaction Index ® study results or to apply ongoing PSI measurement and reporting to improve performance, go to www.piedpiperpsi.com.
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CONTACT: Pied Piper
Ryan Scott
[email protected]
[phone]
KEYWORD: UNITED STATES NORTH AMERICA CALIFORNIA
INDUSTRY KEYWORD: MARKETING ONLINE RETAIL RETAIL COMMUNICATIONS AUTOMOTIVE GENERAL AUTOMOTIVE
SOURCE: Pied Piper Management Company, LLC
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PUB: 05/05/2025 12:01 AM/DISC: 05/05/2025 12:01 AM
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