INFINITI retailers notch another win, top industry study for dealer response for second consecutive year

INFINITI dealers ranked highest in the industry for the second consecutive year in responsiveness to online inquiries, according to the 2022 Pied Piper PSI Internet Lead Effectiveness (ILE) Benchmarking Study, which was released last week. The ILE study ranked INFINITI ahead of every automaker, including luxury competitors, and INFINITI outpaced the industry average by 12 points.

"Once again, INFINITI retailers showed they're committed to delivering an industry-leading sales experience with a human-first approach," said Jeff Pope, group vice president, INFINITI Americas. "Our commitment to the Total Ownership Experience begins at the first interaction, and I am thankful that INFINITI dealers and retailers stepped up and delivered again."

Now in its 12th year, the Pied Piper ILE study measured the responsiveness of more than 3,600 dealerships across the U.S., including the timeliness of their replies over a 24-hour period. On average, more than 50% of INFINITI dealers across the U.S. responded to website customer questions submitted with an e-mail or text message within 30 minutes.

"Most dealers had less inventory in 2021, but dealer treatment of sales prospects was still critical, as it determines not only sales today but also the dealership's success tomorrow," said Fran O'Hagan, CEO of Pied Piper. "Dealers who respond quickly, personally, and completely to website customer inquiries on average sell 50% more vehicles to the same quantity of website customers as opposed to dealers who fail to respond."

For more information about the 2022 Pied Piper PSI Internet Lead Effectiveness Benchmarking Study, see the results here.

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