Subaru Interactions on Web Congratulated by Purchasers: Infiniti, Acura, and Toyota Trail Behind in Appreciation
In the latest Pied Piper PSI® 2025 findings, Subaru has emerged as the top performer in digital lead responsiveness within the automotive sector. The study, which leverages AI and human actors to evaluate and rank retailer groups and brands, highlighted Subaru's exceptional performance in addressing customer questions directly and providing timely responses[1][2].
The study, focusing on Internet Lead Effectiveness® (ILE®), revealed that Subaru, Infiniti, and Porsche led the industry in providing answers via email or text within 60 minutes more than 70% of the time. Moreover, Subaru's dealers were significantly more proactive, responding through multiple communication channels 71% of the time[3].
The industry's average ILE score climbed three points to 65, marking the highest recorded average in the study's history. Subaru's ILE score rose by nine points from the previous year, reaching an industry-high of 77[3]. Acura, Hyundai, Subaru, Lincoln, and Fiat each posted gains of nine points or more in the study[3].
The study also found that dealers became more adept at addressing customer questions directly, doing so 69% of the time via email or text[3]. Furthermore, the percentage of dealerships offering a multi-channel response increased from 44% last year to 49% this year[3].
Notably, Subaru, Infiniti, Ford, and Honda dealers both emailed or texted an answer and called the customer within 15 minutes more than 30% of the time[3]. On the other hand, Group 1 Automotive led the 2025 study in Service Telephone Effectiveness® (STE®) within auto dealer groups[1][5].
However, the study also highlighted areas for improvement, with more than 25% of customers contacting Mercedes-Benz, Buick, Jaguar, Lucid, and Polestar dealerships never receiving a reply[3]. Despite this, 85% of dealers in this year's study responded to online inquiries via at least one method[3].
The research assessed 4,023 dealerships across all major brands, providing a comprehensive evaluation of the industry's performance[3]. The findings emphasize the importance of digital and telephone lead communication effectiveness as vital retail performance indicators[1][3][5].
Sources: [1] Pied Piper PSI® 2025 Report: [2] Pied Piper PSI® Methodology: [3] Pied Piper PSI® 2025 Auto Industry Study: [5] Group 1 Automotive's STE® Leadership:
Finance and technology were integral to the study, as they played a significant role in evaluating and ranking retailer groups and brands in the automotive sector. The Pied Piper PSI® 2025 Auto Industry Study leveraged AI and human actors to measure Internet Lead Effectiveness® (ILE®) and Service Telephone Effectiveness® (STE®), utilizing these areas to assess 4,023 dealerships across all major brands.
