If you've ever looked forward to motorcycle shopping but wound up feeling insulted by the sales process (or the lack thereof), Pied Piper's Prospect Satisfaction Index might hold some interest.
Using 2,014 anonymous mystery shoppers, the study tracks major motorcycle manufacturers and their ability to sell their brands to prospective buyers. The study's top 14 finishers can be seen in the graph above; click to enlarge.
Victory came out on top of this year's survey with 107 points, and they earned the number one position for asking follow-up questions, addressing features unique from the competition, and encouraging prospects to sit on a motorcycle. Harley-Davidson finished second with 106 points, as their salespeople were "... the most likely to remain attentive and focused on a prospect and were most likely to address features and benefits specific to a prospect's needs." Third finisher Ducati was distinguished by salespeople which were "... most likely to answer all product questions and were most likely to ask how a vehicle would be used and by whom."
The study suggests that on-highway retail declines in excess of 40 percent might have forced dealerships to try harder, and the biggest improvements from 2009 to 2010 came from Triumph, Victory, and Yamaha, who gained 7, 5, and 5 points respectively.
Not to be confused with post-purchase studies that shed light on product satisfaction, the Dealer Satisfaction Survey nonetheless offers an important measure of how well the retail motorcycle industry ushers in-- or repels-- prospective buyers.
That said, have you ever had a good, bad, or ugly dealer experience you'd like to share? Let us know by using this form, or post a comment below... don't be shy, we want to hear (brand) names and explanations of exactly what made the experience good or bad!
Sources: webBikeWorld.com, Pied Piper Management Co., LLC
Related:
- 2010 Victory Lineup
- 2010 Harley-Davidson Lineup
- 2010 Ducati Lineup
- J.D. Power: Motorcycle Buyers are Happier Than Ever
Graph © Pied Piper; click to enlarge
Hope they remember the bad times when (if) bike sales improve.
I’m shocked to see Honda down so low in this pol.
My last 2 bikes are Victory’s because they listen when you have feedback, they ask you to test ride the bikes, and they stand behind the bike. My next one will be a Victory too.
There’s not a dealer out there who can’t do it better…some of them need to do it a lot better.
One thing that is as sure as the sun rising:
The fewer and more expensive the bikes they sell, the better the service get’s. The ‘big’ guys can always take a lesson from the ’small’ guys.
The car business is exactly the same…the smaller the store, the better the store.
I think Victory dealers are very welcoming. Early on I was very interested in the Yamaha Road/Stratoliners. I was living in Dallas at the time and was out on a rented Ultra. The ‘Liner was just out of the box and even though I rode up on an obvious rival, there was no interest in me and there was a “do not sit”. I went up the road to the Vic dealer and once I dismounted the H-D they essentially forced me to ride several of their bikes. Not a problem for me. In fact, the old Vic TC bagger took on a 4*4 at70 mph with ease, though I was traumitized.
Bought a Stratoliner last May on ebay and have had good service so far. but I’m using a small dealership that doesn’t invest floor plan in expensive bikes like mine
Where are all the people who say HD dealers suck??? Yeah, Yeah, I know Basem, I’m instigating again!!! LOL
Now Joe…C’mon eh…don’t you be tossing a can a gas on that one!
I don’t think any one ever took a shot a HD dealers…just the product. I’ve never been sure if HD dealers have a cake walk or a very tough road to travel.
Sounds like they do a pretty good job.
Pete. I know I have seen on here many times where people say HD dealers were rude and cocky, where they don’t move on price, etc. It’s good to see this pol and that those people were wrong, especially when you factor in the they sell way more bikes then Ducati or Victory.
OK Joe, I’ll say it, Harley dealers in my area suck.
When I was looking to buy a bike, the first dealers I visited were Harley dealers. They acted as if they were doing me a favor. Most wouldn’t even answer some basic questions.
That forced me to do my on homework, that lead me to a metric bike.
Harley folk are drinking-the-Kool-Aid and that’s fine, it’s America. You have the right to buy whatever you want.
Well Jude, it looks like the Metric dealers are the ones that SUCK, look at the pol. That says it ALL!!!
Not all Metric dealers suck. Yamaha is the first on the list because they are the best. I can say this ’cause I ride a Kawasaki! Wife is on her second NEW bike (Yam 950), and the Central Yamaha dealer in Dallas was fantastic. She traded in her 650 and they made it as painless as possible. We both did a test ride, and they moved the touring kit from a silver to the red one she bought for free. We were out of there in two hours, very satisfied!! Ask for Jim.
bought a 2008 hd dyn in 09 at cox h-d in ashboro nc. they were fantastic. friendly,courteous, anwered all questions, and were not a high pressure dealership.can’t speak for all h-d shops , but this was a good experience