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Shopping for a 2025 BMW X5? Here's What Experts Say You Should Look at Instead

Shopping for a 2025 BMW X5? Here's What Experts Say You Should Look at Instead

Yahoo01-04-2025

Don't look now, but the BMW X5 is celebrating a quarter century as a luxurious two-row, athletic SUV. Its power and agility make it a righteous family hauler, one that pampers as well as pleases.
It's offered as the rear-wheel-drive sDrive40i or the all-wheel-drive xDrive40i, powered by a turbocharged, 3.0-liter, inline-six-cylinder engine that sends 375 horsepower through an eight-speed automatic transmission. That package gives it a 0-to-60 mph run of 5.2 seconds, according to BMW. Need more speed? Consider the all-wheel-drive M60i xDrive, with its 523-horsepower twin-turbocharged 4.4-liter V-8 mild hybrid, also hitched to the eight-speed with all-wheel drive and one second faster to 60 mph. There's also the xDrive50e plug-in hybrid with up to 40 miles of pure electric range, but that's reviewed elsewhere as it's a different animal.
All 2025 BMW X5s require premium fuel and sport a towing capacity of 7,200 pounds. Some notable techy features include rear-wheel steering and Highway Assistant, a semi-autonomous driving system, in the M60i xDrive. Going off-road? The X5 has an approach angle of 25 degrees, a ramp breakover angle of 20 degrees, and a departure angle of 22 degrees. The X-Offroad package adds a wading depth of around 20 inches and a ground clearance of 8.3 inches.
The interior features a mammoth curved display that includes a 12.3-inch digital instrument cluster and a sizable 14.9-inch infotainment touchscreen. The updated user interface takes a step backward in ease of use, and the instrument cluster graphics are unnecessarily busy. The tech works well otherwise, and Apple CarPlay, Android Auto, a wireless smartphone charging pad, and a 5G Wi-Fi hotspot are standard.
The cabin provides 106 cubic feet of passenger space and 36 cubic feet of cargo space that expands to 72 cubic feet with the rear seats stowed, which is typical of this segment. Its roof can also carry an additional 165 pounds of gear. But say all of your friends and neighbors drive an X5, and you'd like something different. Here are some different options that might fit your needs.
The Genesis is riced below rival luxury automakers, but it does equal much of their luxury experience while undercutting their prices. That said, the Genesis GV80 wears its humble corporate origins in its base model and its unassuming 300-horsepower, turbocharged, 2.5-liter, four-cylinder engine. Since when is a four-cylinder engine luxurious?
It's better to opt for the 375-horsepower twin-turbocharged 3.5-liter V6 if you favor smoothness and refinement. Both engines come with an eight-speed transmission, all-wheel drive, and require premium fuel. Towing is rated at 6,000 pounds with trailer brakes. The 2025 Genesis GV80 has an approach angle of 19 degrees, a breakover angle of 18.5 degrees, a departure angle of 23 degrees, and ground clearance of 8.1 inches. The GV80's aftermarket roof rack is designed to carry up to 220 pounds.
The interior is larger than most of its competition, with 108.7 cubic feet of passenger space and 36.5 cubic feet of cargo space. Opting for the 3.5T Advance trim nets a third-row seat good only for people you despise and reduces cargo space to 11.5 cubic feet.
The GV80 comforts and coddles while delivering surprisingly adept handling. Its cabin is quiet, and although the interior trim is traditional, it succeeds in being something special, and that's what great luxury vehicles are all about.
SUVS rarely get posher than Land Rover's Range Rover, and the Range Rover Sport is its shorter, two-row sibling. Model choices include the 355-horsepower P360 with a turbocharged 3.0-liter inline-six mild hybrid powertrain, the 395-horsepower P400 with an inline-six, and the 523-horsepower P530's twin-turbocharged 4.4-liter V8. The P550e plug-in-hybrid and high-performance Range Rover Sport SV are reviewed elsewhere. All Range Rover Sports come with an eight-speed automatic transmission, all-wheel drive, and an adaptive air suspension. An optional Stormer Handling package adds rear-wheel steering and a torque vectoring rear differential.
The Range Rover Sport's smaller stature doesn't diminish its capability, proving perfectly competent when hardcore off-roading, yet delivering confident on-road athleticism and ride control with its air suspension. There's a seriousness to its feel, and a solidity that speaks to its capability.
Towing is rated at 7,716 pounds, with a roof rack capacity of 220 pounds. Its approach angle is 33 degrees, its departure angle is 30 degrees, and its ramp breakover angle is 27 degrees. The wading depth is an impressive 35.4 inches with an equally as impressive 11.1-inch ground clearance.
Passenger space is average for the class at 105 cubic feet, as is cargo space at 32 cubic feet, expanding to 66 cubic feet with the rear seats down. Its cabin, however, is positively posh. There's a 13.7-inch instrument cluster and a 13.1-inch infotainment touchscreen with wireless Apple CarPlay and Android Auto, Amazon Alexa, a 4G Wi-Fi hotspot, and a wireless smartphone charging pad. The cabin's finishes are artfully sleek and modern, with an ambience that's unmistakably Range Rover.
There's a Teutonic grandeur to the Mercedes-Benz GLE-Class that, like the Range Rover Sport, is uniquely its own. Its quality is apparent through its use of fine materials that are rich but not flashy. It also has the roomiest cabin here, with 111 cubic feet of passenger space and 33 cubic feet of cargo space. The infotainment screen measures 12.3 inches, as does the digital instrument cluster. Wireless Apple CarPlay, Android Auto, and a mobile 4G Wi-Fi hotspot are standard.
Like the Genesis, its trim levels start with the 255-hp, turbocharged, 2.0-liter, four-cylinder GLE350, but why would you deny yourself? Better to choose the GLE450, with its 3.0-liter inline-six-cylinder mild hybrid system and all-wheel drive. Why stop there, though? Go for the GLE580 with its 504-horsepower twin-turbocharged mild hybrid system. It yields a 4.3-second 0-60 mph run, 2.3 seconds quicker than the GLE350. A nine-speed automatic is standard on all trims, with both rear- and all-wheel drive models available.
Towing is rated at an impressive 7,700 pounds. Heading off-road? The GLE-Class has a 25-degree approach angle, a 25-degree departure angle, a 17-degree ramp breakover angle, and a wading depth of 20 inches. Its minimum ground clearance is 8 inches. Overall, its performance is competitive, and it proves to be beautifully balanced, comfortable, and quiet. Some competitors are more athletic, others more cossetting. This one is Goldilocks—just right.
It's no surprise that the Porsche Cayenne is the sportiest of this bunch. If you like to haul ass as much as you like to haul people and cargo, this is your SUV. It's the sports cars of SUVs, possessing the speed and agility you expect of the marque.
The Cayenne is offered in traditional SUV, Coupe, and Hybrid models, with the latter two covered elsewhere. The Cayenne comes with a 348-horsepower 3.0-liter V6, while the Cayenne S has a 468-horsepower twin-turbocharged 4.0-liter V8. There's also a Cayenne Turbo GT, but that's in a far different class and covered elsewhere as well. An eight-speed Tiptronic automatic transmission and all-wheel drive are standard. Reaching 60 mph takes 5.4 seconds in the base Cayenne and 4.5 seconds in the Cayenne S.
Towing is rated at 7,716 pounds. It has a 25-degree approach angle, a 22.3-degree departure angle, an 18.9-degree ramp breakover angle, and a wading depth of 19.6 inches. Its minimum ground clearance is 8 inches.
The cabin size is slightly smaller than the others here, at 104 cubic feet, as is the cargo space, at 24 cubic feet, or 52 cubic feet with the rear seats stowed. The instrument panel features a 12.3-inch touchscreen with wireless Apple CarPlay, Android Auto, and a 5G WI-FI hotspot. A 10.9-inch passenger touchscreen is optional, but the 12.3-inch instrument cluster is standard.
The Cayenne's smaller space should be expected in what is easily the sports car of SUVs. That a sporting car has this much space speaks to today's technology and what it's capable of. It's an amazingly fun-to-drive SUV.
Despite not being the spry athlete it once was, the 2025 BMW X5 has an expertly balanced driving persona that falls somewhere between the Porsche Cayenne's extreme agility and the luxuriously indulgent Genesis GV80. It's certainly among the best in its class, but that doesn't preclude one of its rivals, which may be more appealing to you. The Range Rover Sport is a perfectly sized posh off-roader, yet one that can get down and dirty. The Mercedes-Benz GLE is easily the best balanced, with a harder edge and more artful interior than the BMW. But it's the Porsche Cayenne that will grab the hearts of driving enthusiasts. Which one is best depends on what you require in a midsize luxury SUV.

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BMW Motorrad Dealers Top-Ranked in 2025 Powersports Study for Providing Quick and Easy Service Appointments
BMW Motorrad Dealers Top-Ranked in 2025 Powersports Study for Providing Quick and Easy Service Appointments

Associated Press

time5 hours ago

  • Associated Press

BMW Motorrad Dealers Top-Ranked in 2025 Powersports Study for Providing Quick and Easy Service Appointments

MONTEREY, Calif.--(BUSINESS WIRE)--Jun 2, 2025-- BMW Motorrad dealerships ranked highest in the 2025 Pied Piper PSI ® Service Telephone Effectiveness ® (STE ® ) Powersports Industry Study, which measured the efficiency and quality of customer attempts to schedule service appointments by telephone. Following BMW were Kubota, Triumph, Polaris Off-Road and Harley-Davidson. This press release features multimedia. View the full release here: Source: 2025 Pied Piper Powersports Service Telephone Effectiveness Industry Study (USA) Pied Piper submitted service calls to 1,531 powersports dealerships representing 27 brands, then evaluated the telephone interactions. Each brand's overall STE Score is a combined average of its individual dealer performances. Scores range from 0 to 100 and include over 30 differently weighted measurements tracking the best practices most likely to generate service revenue and customer loyalty. BMW Ranked Highest: Consistency in Challenging Conditions 'BMW has consistently been ranked among the top three performing brands during the three years this annual study has been conducted,' said Cameron O'Hagan, Pied Piper's Vice President of Metrics and Analytics. ' This year they have achieved the top position due to that consistency.' BMW led the 2025 STE study with an average STE score of 50 – the same score BMW achieved in both 2023 and 2024. The following are examples of behaviors which set BMW dealers apart from the industry average when customers call for service: Why Should We Care About a Customer's Service Telephone Experience? ' Well-run service departments focus on building customer loyalty, and the first opportunity to drive that loyalty is a customer's phone call to schedule an appointment,' said O'Hagan. ' Powersports customers who struggle to schedule service vote with their feet by moving to another dealership or independent shop. In extreme cases, due to most powersports purchases being discretionary, if ownership becomes frustrating, many customers will begin to question whether it's worth the effort and may sell the vehicle and become sour with the brand. ' The industry's average STE score improved one point over the past year, reaching an average score of 44, one point higher than 2024 but trailing the 2023 high watermark average score by two points. Performance varied substantially from dealership to dealership, with a minority of dealerships clearly benefiting from their superior processes. 16% of dealerships nationally achieved STE scores over 70, by providing an interaction with their service customers that was speedy, efficient and proactively helpful. In contrast, customers for 11% of the dealerships hung up their phone having completely failed in their attempt to schedule service. The business implications between those two extremes are substantial. Powersport Industry Performance Lacking in Key Areas Customer expectations for scheduling service aren't set by the powersports industry. Nearly all powersports customers also schedule service for their cars and trucks, and over the past few years the auto industry has significantly improved the service scheduling experience for their customers. Industry's Greatest Opportunities for Improvement ' The cliché is true: sales sells the first; service sells the rest,' said O'Hagan. ' Dealerships that prioritize a superior service experience gain in both sales and service.' Turn 'Just Drop it Off' Into a Positive – 41% of powersports customers are told to 'just drop it off,' where the vehicle will wait—often outside in the elements—for an undetermined number of days, before the dealership will get to it. This demonstrates little concern for a customer's time or expectations. However, this 'drop it off' mentality can be transformed from a frustration into a positive experience by also offering an appointment. For example: ' I can schedule you two weeks from today, or if you prefer, you're welcome to bring it in and we'll try to get to it sooner. ' Framing it this way respects the customer's time and shows that the dealership is organized and responsive—turning a traditionally negative interaction into a loyalty-building moment. Understand What Customers Are Really Experiencing – In the 2025 study there were 14 brands which improved their STE score over the previous year. The brand with the greatest improvement was Kubota, with a six-point gain since last year, moving from a tenth-place ranking in 2024 to second in this year's study. Kubota dealers nearly doubled their rate of setting appointments, occurring 58% of the time in 2025 compared to 31% of the time last year. Kubota dealers also drastically cut the rate of insisting 'just drop it off' from 62% of the time in 2024 to 38% of the time this year. The key to this improvement was showing dealers what their customers actually experienced when calling for service. 2025 Brand Performance Compared Performance varied substantially by brand, as shown by these examples: Why Was This Study Conducted? 'The first service interaction that drives loyalty and service revenue is a customer's initial phone call to schedule an appointment,' said O'Hagan. 'Because these phone calls often go unnoticed in daily operations, they're frequently neglected — and without clear visibility, improvement becomes difficult.' 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. Other recent Pied Piper PSI industry studies include: Learn more, request a presentation of industry study results, or request PSI measurement and reporting at ------------------------- This press release is provided for editorial use only, and information contained in this release may not be used for advertising or otherwise promoting brands mentioned in this release without specific, written permission from Pied Piper Management Co., LLC. View source version on Contact at Pied Piper: Ryan Scott,[email protected](831) 648-1075 KEYWORD: UNITED STATES NORTH AMERICA CALIFORNIA INDUSTRY KEYWORD: TECHNOLOGY AUTOMOTIVE GENERAL AUTOMOTIVE OTHER RETAIL CONSULTING PROFESSIONAL SERVICES DATA ANALYTICS RETAIL ARTIFICIAL INTELLIGENCE SOURCE: Pied Piper Management Company, LLC Copyright Business Wire 2025. PUB: 06/02/2025 12:01 AM/DISC: 06/02/2025 12:01 AM

BMW Motorrad Dealers Top-Ranked in 2025 Powersports Study for Providing Quick and Easy Service Appointments
BMW Motorrad Dealers Top-Ranked in 2025 Powersports Study for Providing Quick and Easy Service Appointments

Yahoo

time5 hours ago

  • Yahoo

BMW Motorrad Dealers Top-Ranked in 2025 Powersports Study for Providing Quick and Easy Service Appointments

Missed Opportunities: Industrywide half of all customer calls ended without a service appointment date and time being offered, and 4 in 10 customers were told to "just drop it off" despite a typical one-week service availability backlog BMW, consistency in difficult times: While the industry faces tough conditions, BMW maintained consistently high performance three years in a row MONTEREY, Calif., June 02, 2025--(BUSINESS WIRE)--BMW Motorrad dealerships ranked highest in the 2025 Pied Piper PSI® Service Telephone Effectiveness® (STE®) Powersports Industry Study, which measured the efficiency and quality of customer attempts to schedule service appointments by telephone. Following BMW were Kubota, Triumph, Polaris Off-Road and Harley-Davidson. Pied Piper submitted service calls to 1,531 powersports dealerships representing 27 brands, then evaluated the telephone interactions. Each brand's overall STE Score is a combined average of its individual dealer performances. Scores range from 0 to 100 and include over 30 differently weighted measurements tracking the best practices most likely to generate service revenue and customer loyalty. BMW Ranked Highest: Consistency in Challenging Conditions "BMW has consistently been ranked among the top three performing brands during the three years this annual study has been conducted," said Cameron O'Hagan, Pied Piper's Vice President of Metrics and Analytics. "This year they have achieved the top position due to that consistency." BMW led the 2025 STE study with an average STE score of 50 – the same score BMW achieved in both 2023 and 2024. The following are examples of behaviors which set BMW dealers apart from the industry average when customers call for service: Higher Rate of Setting Appointments – 65% of BMW service calls resulted in an appointment being set, compared to only 52% for the industry overall. More Likely to Ask About Other Issues – BMW customers were asked if they had any other issues or needed any additional service 35% of the time on average, compared to only 22% of the time for the industry overall. More Likely to Ask if Visited Before – On average, BMW dealers asked service customers whether they had visited the dealership before 44% of the time, compared to 28% of the time for the industry overall. Reach Service Advisor Quickly – BMW customers on average reached a service advisor within one minute 84% of the time, compared to 78% of the time for the industry overall. Why Should We Care About a Customer's Service Telephone Experience? "Well-run service departments focus on building customer loyalty, and the first opportunity to drive that loyalty is a customer's phone call to schedule an appointment," said O'Hagan. "Powersports customers who struggle to schedule service vote with their feet by moving to another dealership or independent shop. In extreme cases, due to most powersports purchases being discretionary, if ownership becomes frustrating, many customers will begin to question whether it's worth the effort and may sell the vehicle and become sour with the brand." The industry's average STE score improved one point over the past year, reaching an average score of 44, one point higher than 2024 but trailing the 2023 high watermark average score by two points. Performance varied substantially from dealership to dealership, with a minority of dealerships clearly benefiting from their superior processes. 16% of dealerships nationally achieved STE scores over 70, by providing an interaction with their service customers that was speedy, efficient and proactively helpful. In contrast, customers for 11% of the dealerships hung up their phone having completely failed in their attempt to schedule service. The business implications between those two extremes are substantial. Powersport Industry Performance Lacking in Key Areas Customer expectations for scheduling service aren't set by the powersports industry. Nearly all powersports customers also schedule service for their cars and trucks, and over the past few years the auto industry has significantly improved the service scheduling experience for their customers. Fail to Live up to Expectations – Today, half of all auto service appointments for basic needs like oil changes are quickly booked online, and with the help of AI-powered chat, 87% of auto customers who phone to schedule service end their call with an appointment—compared to only 52% of the powersports customers. Too Many "Just Drop it Off" Demands – 41% of the time powersports customers were told to "just drop it off" and wait an undetermined amount of time, rather than the dealership committing to a specific date and time. In comparison, this unfavorable behavior occurs only 2% of the time in the auto industry. Rarely Ask About Additional Services – Across the industry, only 22% of customers were asked if they had other issues or needed additional services—significantly lower than the 40% rate seen in the auto industry. Industry's Greatest Opportunities for Improvement "The cliché is true: sales sells the first; service sells the rest," said O'Hagan. "Dealerships that prioritize a superior service experience gain in both sales and service." Turn "Just Drop it Off" Into a Positive – 41% of powersports customers are told to "just drop it off," where the vehicle will wait—often outside in the elements—for an undetermined number of days, before the dealership will get to it. This demonstrates little concern for a customer's time or expectations. However, this "drop it off" mentality can be transformed from a frustration into a positive experience by also offering an appointment. For example: "I can schedule you two weeks from today, or if you prefer, you're welcome to bring it in and we'll try to get to it sooner." Framing it this way respects the customer's time and shows that the dealership is organized and responsive—turning a traditionally negative interaction into a loyalty-building moment. Understand What Customers Are Really Experiencing – In the 2025 study there were 14 brands which improved their STE score over the previous year. The brand with the greatest improvement was Kubota, with a six-point gain since last year, moving from a tenth-place ranking in 2024 to second in this year's study. Kubota dealers nearly doubled their rate of setting appointments, occurring 58% of the time in 2025 compared to 31% of the time last year. Kubota dealers also drastically cut the rate of insisting "just drop it off" from 62% of the time in 2024 to 38% of the time this year. The key to this improvement was showing dealers what their customers actually experienced when calling for service. 2025 Brand Performance Compared Performance varied substantially by brand, as shown by these examples: "Set an Appointment" - How often did the brand's dealerships offer an appointment for a specific date and time? More than 60% of the time on average: Triumph, BMW, Royal Enfield, Moto Guzzi Less than 25% of the time on average: Husqvarna, Cub Cadet, John Deere "Just Drop it Off" - How often did the brand's dealerships insist that the customer drop off the vehicle without also offering an appointment? Less than 25% of the time on average: Triumph, Ducati, Moto Guzzi More than 50% of the time on average: Husqvarna, Cub Cadet, John Deere "Average Days Out" – What were the brand's dealerships' average number of days out until the earliest available appointment? Less than 5 days on average: Kubota, Triumph, Harley-Davidson, Yamaha More than 10 days on average: Suzuki, Zero, HiSun "Inquire About Additional Services" - How often did the brand's dealerships ask if there were other issues or services the customer would like to have addressed? More than 35% of the time on average: Ducati, Husqvarna, BMW, HiSun Less than 15% of the time on average: Yamaha, Segway, Arctic Cat, Aprilia, Moto Guzzi, CFMoto, Triumph "Communication Failure" - How often would calling a brand's dealerships for service result in an issue that prevented communication (placed on hold indefinitely, straight to voicemail, stuck in phone tree, etc.)? Less than 5% of the time on average: Segway, Husqvarna, Cub Cadet, Kubota, Polaris More than 15% of the time on average: Kymco, Zero, Ducati, Tracker Why Was This Study Conducted? "The first service interaction that drives loyalty and service revenue is a customer's initial phone call to schedule an appointment," said O'Hagan. "Because these phone calls often go unnoticed in daily operations, they're frequently neglected — and without clear visibility, improvement becomes difficult." 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. Other recent Pied Piper PSI industry studies include: 2025 Internet Lead Effectiveness® (ILE®) Powersport Industry Study (Indian Motorcycle was ranked first) 2025 Internet Lead Effectiveness® (ILE®) Auto Industry Study (Subaru was ranked first) 2024 Service Telephone Effectiveness® (STE®) Auto Dealer Group Study (Serra Automotive was ranked first) 2024 Telephone Lead Effectiveness™ (TLE™) Pontoon Boat Industry Study (BRP's Sea-Doo brand ranked first) Learn more, request a presentation of industry study results, or request PSI measurement and reporting at ------------------------- This press release is provided for editorial use only, and information contained in this release may not be used for advertising or otherwise promoting brands mentioned in this release without specific, written permission from Pied Piper Management Co., LLC. View source version on Contacts Contact at Pied Piper: Ryan Scott, rscott@ (831) 648-1075 Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data

BMW Motorrad Dealers Top-Ranked in 2025 Powersports Study for Providing Quick and Easy Service Appointments
BMW Motorrad Dealers Top-Ranked in 2025 Powersports Study for Providing Quick and Easy Service Appointments

Business Wire

time5 hours ago

  • Business Wire

BMW Motorrad Dealers Top-Ranked in 2025 Powersports Study for Providing Quick and Easy Service Appointments

MONTEREY, Calif.--(BUSINESS WIRE)--BMW Motorrad dealerships ranked highest in the 2025 Pied Piper PSI ® Service Telephone Effectiveness ® (STE ®) Powersports Industry Study, which measured the efficiency and quality of customer attempts to schedule service appointments by telephone. Following BMW were Kubota, Triumph, Polaris Off-Road and Harley-Davidson. 'Well-run service departments focus on building customer loyalty, and the first opportunity to drive that loyalty is a customer's phone call to schedule an appointment.' Share Pied Piper submitted service calls to 1,531 powersports dealerships representing 27 brands, then evaluated the telephone interactions. Each brand's overall STE Score is a combined average of its individual dealer performances. Scores range from 0 to 100 and include over 30 differently weighted measurements tracking the best practices most likely to generate service revenue and customer loyalty. BMW Ranked Highest: Consistency in Challenging Conditions 'BMW has consistently been ranked among the top three performing brands during the three years this annual study has been conducted,' said Cameron O'Hagan, Pied Piper's Vice President of Metrics and Analytics. ' This year they have achieved the top position due to that consistency.' BMW led the 2025 STE study with an average STE score of 50 – the same score BMW achieved in both 2023 and 2024. The following are examples of behaviors which set BMW dealers apart from the industry average when customers call for service: Higher Rate of Setting Appointments – 65% of BMW service calls resulted in an appointment being set, compared to only 52% for the industry overall. More Likely to Ask About Other Issues – BMW customers were asked if they had any other issues or needed any additional service 35% of the time on average, compared to only 22% of the time for the industry overall. More Likely to Ask if Visited Before – On average, BMW dealers asked service customers whether they had visited the dealership before 44% of the time, compared to 28% of the time for the industry overall. Reach Service Advisor Quickly – BMW customers on average reached a service advisor within one minute 84% of the time, compared to 78% of the time for the industry overall. Why Should We Care About a Customer's Service Telephone Experience? ' Well-run service departments focus on building customer loyalty, and the first opportunity to drive that loyalty is a customer's phone call to schedule an appointment,' said O'Hagan. ' Powersports customers who struggle to schedule service vote with their feet by moving to another dealership or independent shop. In extreme cases, due to most powersports purchases being discretionary, if ownership becomes frustrating, many customers will begin to question whether it's worth the effort and may sell the vehicle and become sour with the brand. ' The industry's average STE score improved one point over the past year, reaching an average score of 44, one point higher than 2024 but trailing the 2023 high watermark average score by two points. Performance varied substantially from dealership to dealership, with a minority of dealerships clearly benefiting from their superior processes. 16% of dealerships nationally achieved STE scores over 70, by providing an interaction with their service customers that was speedy, efficient and proactively helpful. In contrast, customers for 11% of the dealerships hung up their phone having completely failed in their attempt to schedule service. The business implications between those two extremes are substantial. Powersport Industry Performance Lacking in Key Areas Customer expectations for scheduling service aren't set by the powersports industry. Nearly all powersports customers also schedule service for their cars and trucks, and over the past few years the auto industry has significantly improved the service scheduling experience for their customers. Fail to Live up to Expectations – Today, half of all auto service appointments for basic needs like oil changes are quickly booked online, and with the help of AI-powered chat, 87% of auto customers who phone to schedule service end their call with an appointment—compared to only 52% of the powersports customers. Too Many 'Just Drop it Off' Demands – 41% of the time powersports customers were told to 'just drop it off' and wait an undetermined amount of time, rather than the dealership committing to a specific date and time. In comparison, this unfavorable behavior occurs only 2% of the time in the auto industry. Rarely Ask About Additional Services – Across the industry, only 22% of customers were asked if they had other issues or needed additional services—significantly lower than the 40% rate seen in the auto industry. Industry's Greatest Opportunities for Improvement ' The cliché is true: sales sells the first; service sells the rest,' said O'Hagan. ' Dealerships that prioritize a superior service experience gain in both sales and service.' Turn 'Just Drop it Off' Into a Positive – 41% of powersports customers are told to 'just drop it off,' where the vehicle will wait—often outside in the elements—for an undetermined number of days, before the dealership will get to it. This demonstrates little concern for a customer's time or expectations. However, this 'drop it off' mentality can be transformed from a frustration into a positive experience by also offering an appointment. For example: ' I can schedule you two weeks from today, or if you prefer, you're welcome to bring it in and we'll try to get to it sooner. ' Framing it this way respects the customer's time and shows that the dealership is organized and responsive—turning a traditionally negative interaction into a loyalty-building moment. Understand What Customers Are Really Experiencing – In the 2025 study there were 14 brands which improved their STE score over the previous year. The brand with the greatest improvement was Kubota, with a six-point gain since last year, moving from a tenth-place ranking in 2024 to second in this year's study. Kubota dealers nearly doubled their rate of setting appointments, occurring 58% of the time in 2025 compared to 31% of the time last year. Kubota dealers also drastically cut the rate of insisting 'just drop it off' from 62% of the time in 2024 to 38% of the time this year. The key to this improvement was showing dealers what their customers actually experienced when calling for service. 2025 Brand Performance Compared Performance varied substantially by brand, as shown by these examples: Why Was This Study Conducted? 'The first service interaction that drives loyalty and service revenue is a customer's initial phone call to schedule an appointment,' said O'Hagan. "Because these phone calls often go unnoticed in daily operations, they're frequently neglected — and without clear visibility, improvement becomes difficult." 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. Other recent Pied Piper PSI industry studies include: Learn more, request a presentation of industry study results, or request PSI measurement and reporting at ------------------------- This press release is provided for editorial use only, and information contained in this release may not be used for advertising or otherwise promoting brands mentioned in this release without specific, written permission from Pied Piper Management Co., LLC.

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