EV manufacturers rank behind other premium brands in customer service, survey finds
Electric vehicle-only automakers are trailing other premium brands in shopping experience satisfaction, a report out Monday from retail service tracker Pied Piper found.
The Pied Piper Prospect Satisfaction Index, or PSI, uses about 70 best-practice behaviors to measure retail service performance of automakers. These include in-person and Web-response categories, making up 60 percent and 40 percent of a brand’s score, respectively, and included scores for sales person attentiveness, availability of finance options and how quickly the dealership responded to an online inquiry. Lack of inventory did not play a factor.
In cases where a brand did not have physical dealerships, such as Rivian, its in-person score was determined by telephonic communication. The survey also used a different set of factors to evaluate electric-only automakers because of different sales practices compared with those of with traditional automakers.
In Pied Piper’s latest survey of 25 premium brands, all four electric-exclusive brands included