The Napleton Auto Group reaches the record assessment in 2025 dealer group study to measure the reaction to website customers

Napleton achieved the highest score of what behaviors this achievement made?

In 2025, the fourth year in a row, in which the Napleton Automotive Group reached the top points in the annual Ile Auto Dealer Group study. Napleton improved the average value for 2025 by four points and reached an average ILE score of 91, the highest average ILE score in the record and was the first brand or group that achieved an average ILE value in the 90s.

How did the industry develop last year?

The average performance of the dealer group rose only slightly in the previous year – by one point – but the performance has improved considerably in the past three years. Nine groups achieved average ILE values ​​over 70 in 2025, while three years ago in 2022 only two groups ILE values ​​over 70 achieved.

Despite the improvement, the 2025 study still has a large spread of 50 points in the ILE evaluation performance, with nine dealer groups improve their ILE value last year and decrease seven groups in total.

Dealer groups that improve:

Nine of the 26 dealer groups that were examined in 2025 improved their ILE values ​​last year and rose on average by 5 points, with two groups improved by 10 points. The most remarkable improved behaviors of these nine dealer groups were more appointments, other questions that were answered faster by SMS and answering questions on average than in the previous year.

Dealer groups that were rejected:

Seven of the 26 dealer groups in the 2025 study had lower ILE values ​​than in the previous year, with an average decline of -4 points and two groups -8 or more points. Dealer groups that scored lower in 2025 were less likely than in 2024 to do “both quickly”, to answer less by phone and use less SMS to answer questions.

Comparison of top dealer groups with the entire car industry with the rule “80/40”:

Compared to the entire car industry, top dealers are usually much faster and more effective with online customers. In this year's ILE studies, 73% of dealers from the five top dealers of the highest ratings over 80 (provided and thorough personal answers) achieved with only 40% of the dealers for the auto industry as a whole. Similarly, only 6% of the dealers of the five best dealer groups were achieved under 40 points (without a personal reaction to website customers), compared to 19% of dealers in the entire auto industry.

“The identification of a brand or the dealer of a group that achieves less than 40 and over 80 points is an efficient way to determine where the improvement effort should be focused.” said Cameron O'Hagan, Vice President of Pied Piper. “In the past, we have found that retailers who improve their ILE output from a value of less than 40 to an average of over 80 on average, sell 50% more units from the same amount of website leads on the website.”

2025 dealer group performance compared:

The answer to customer network inquiries in the 2025 study had great differences, as shown in these examples:

Why was this study carried out?

“Modern customers first visit dealer websites, and today's sales success is due to how the dealers react.” said O'hagan. “The difficulty is that the customer experiences of the website are often invisible or distorted by conventional dashboards, which makes this part of the dealer output easy to overlook.”

For more than 15 years, Pied Piper has been publishing industrial studies independently of each other, which evaluate the Omnichannel performance of branded and dealer groups. These studies pursue how the performance of the industry changes over time and let customers understand how their own performance is compared.

Order Piede Piper customers ongoing prospect Satisfaction index ® (PSI ®) Measurement and reporting internet, telephone or personal-for your dealers, as tools to improve and maintain omnichannel sales and service effectiveness. Pied Piper customers have found that the key to improving the dealer is that the sales and service customers really experience – which is often a surprise.

About Pied Piper Management Company, LLC

Monterey, California – Pied Piper helps brands and national retailers to improve the Omnichannel Sales & Service performance of their retailers.

The Pied Pied PIE PIPER PSI process uses the data science analysis to determine the best practice omnichannel sales and service. PSI then uses a combination of artificial intelligence, machine learning and human actors to measure and report how effectively retail locations follow these best practices.

Examples of other recently conducted Pied Piser-PSI studies are the study on the auto industry from 2025 Internet Lead Effectivity ® (ILE ®) (Subaru was first classified), the auto industry from 2024 Service telephone effectiveness (Ste®) (Honda's ACURA brand ACURA brand first) Brand study for 2024 telephone director (TLE ™).

Further information on Index ® study results for Prospect Southt Index ® or to use the ongoing PSI measurement and reporting for improving the performance can be found at www.piedpipipperpsi.com.

Source: 2022-2025 Pieder Piper Auto Dealer Group Internet Lead Effectivity Study (USA)

Source: 2025 Pieder Piper Auto Dealer Group Internet Lead Effectiveness study (USA)