News and stories from the world of Powersports business.
Triumph Motorcycle Dealers Ranked First in Industry Study for Providing Quick and Easy Service Appointments
Triumph was ranked first of 27 powersports brands in Pied Piper’s 2024 PSI® Service Telephone Effectiveness® (STE®) Study, which measured the efficiency and quality of service telephone calls from a customer’s objective of quickly and easily setting up a service appointment. Following the Triumph dealers in the rankings were dealers who service Harley-Davidson’s electric Livewire brand, BMW, Aprilia and Polaris Off-Road.
“Well-run service departments focus on increasing customer loyalty, and the first service experience to drive that loyalty is a customer’s phone call to schedule an appointment,” said Fran O’Hagan, Pied Piper CEO. “Powersports customers who find scheduling service difficult vote with their feet by moving to another dealership or independent shop, or even getting rid of their vehicle.”
Brands with the greatest improvement from last year were Triumph, Kymco, CFMoto, HiSun and Kawasaki, all of whom improved their STE scores more than four points since last year’s study. The performance of 16 brands declined, including Harley-Davidson, Zero, Suzuki, Moto Guzzi and Indian.
Overall STE scores range from 0 to 100, and are calculated from a mix of individually weighted measurements that support the customer mission of quickly speaking with a service representative who can schedule a service appointment within a reasonable amount of time. 62% of the total score is determined by efficiency measurements, while 38% of the total score is determined by quality measurements.
One in seven (15%) of the study’s powersports customers hung up their phone having failed in their attempt to schedule service. Thirty three percent of the customers quickly accomplished their objective, speaking with a service advisor within one minute, and scheduling an appointment within one week. Thirteen percent of the powersports dealerships nationally went further, achieving STE scores over 70, by also providing a proactively helpful experience that went above and beyond the customer’s basic expectations.
Compared to last year, the national average STE score dropped three points, from 46 to 43. Powersports dealers in this year’s study were more likely on average to place customers on hold, less likely to give their name to the customer, less likely to ask for the customer’s contact information, and less likely to provide an estimate of how long the repair would take or what it would cost. However, dealers on average offered an earlier appointment, six days out on average compared to nine days out last year, and dealers were more likely on average to ask if there were any other services needed while the customer’s vehicle was in the shop.
Triumph, this year’s top scoring brand, improved their STE score by nine points over the previous year to achieve a score of 55, close to the automobile industry average STE score of 58. Triumph customers spoke with a service advisor within one minute and scheduled service within one week 47% of the time on average, compared to only 18 percent of the time last year. Similarly, last year Triumph customers waited on hold more than two minutes 24 percent of the time, which improved to only eight percent of the time this year.
Performance of each measurement varied by brand and dealership, and the following are examples of performance variation by brand:
- “Mission Failure” How often did a customer hang up their phone having failed to schedule a service appointment?
- Less than 10% of the time on average: Polaris, Aprilia, Can-Am, Triumph
- More than 25% of the time on average: Tracker, Zero, Moto Guzzi, Indian, Ducati
- “Mission Acceptable” How often was a customer able to speak with a service advisor within one minute and schedule a service appointment within one week?
- More than 40% of the time on average: Indian, Harley-Davidson, Triumph, Moto Guzzi, KTM
- Less than 20% of the time on average: Cub Cadet, John Deere, Zero, Arctic Cat
- How many days out was the first available service appointment?
- Less than 5 days on average: KTM, Indian, Harley-Davidson, Roxor
- More than 9 days on average: Arctic Cat, Tracker, Kawasaki, Suzuki, Livewire
- How often was a customer placed on hold for more than two minutes?
- Less than 5% of the time on average: Husqvarna, Cub Cadet, Kawasaki, Roxor, Polaris, BMW, Kubota, HiSun, Moto Guzzi
- More than 15% of the time on average: Tracker, Yamaha, Arctic Cat, Indian, KTM
- How often was a customer asked if they were experiencing any other issues?
- More than 35% of the time on average: Triumph, Indian, John Deere, Arctic Cat, Kawasaki, Royal Enfield
- Less than 25% of the time on average: Tracker, Livewire, Harley-Davidson, Moto-Guzzi, Zero, Roxor, Cub Cadet
The first step toward improving the service telephone experience is to understand what is really happening when customers call, which is often a surprise. “The effort is worth it,” said O’Hagan. “Satisfied service customers are more likely to be long-time loyal customers not only for service work, but also when it’s time to buy another vehicle.”
Pied Piper PSI industry studies have been conducted annually since 2007. The 2024 Pied Piper PSI®-STE® Powersports Study (U.S.A.) was conducted between October 2023 and April 2024 by phoning the service departments at 1,928 dealerships nationwide representing all major powersports brands.
EagleRider Motorcycle Rental and Tours Announces New CEO Sebastian Schoepe
EagleRider Motorcycle Rental and Tours, the premier powersports experience provider with over 200 locations worldwide, proudly announces the appointment of Sebastian Schoepe as its new Chief Executive Officer.
Sebastian Schoepe, originally from Germany, launched his distinguished career in hospitality and experiential travel with global attractions powerhouse Merlin Entertainments, renowned for its LEGOLAND, Madame Tussauds, SEA LIFE, and numerous other global brands. After a successful tenure at Merlin, Schoepe held executive roles at RSG Group, a leading global fitness and lifestyle company. In 2020, following RSG Group’s acquisition of Gold’s Gym, Schoepe was appointed as its Global CEO. His mission was to inject a fresh, engaging approach from his hospitality and entertainment background into the Gold’s Gym business. His innovative strategy successfully repositioned Gold’s Gym, attracting a younger audience and revitalizing the brand across 75 US locations and over 500 global franchise locations.
Now, Schoepe will lead EagleRider’s next stage of successful growth in global rentals, tours, membership, and peer to peer services, focusing on making EagleRider the ultimate destination for adventure and once-in-a-lifetime experiences. “My journey with EagleRider began as a passionate rider and rental customer, and now I have the privilege and opportunity to be its leader. I’m truly humbled to be part of this iconic legacy brand,” said Schoepe.
“We could not be more excited to help Sebastian write the next chapter in the 32-year success story of EagleRider,” said Chris McIntyre, Co-Founder of EagleRider. “EagleRider has evolved from a rental company to a motorcycle and powersports experience company with everything from high-end guided tours to monthly motorcycle subscriptions and membership. We love Sebastian’s experience and passion, and we are excited to see him take EagleRider to a new level of success.”
RumbleOn Remains Focused on Strategic Plan with Appointment of Tiffany Kice as Chief Financial Officer
RumbleOn, Inc. (NASDAQ: RMBL), the nation’s largest retailer of new and used powersports products, today announced the appointment of Tiffany Kice as its new Chief Financial Officer (CFO), effective June 24, 2024. Kice brings over 25 years of experience in financial leadership roles for public and private companies across various industries, including extensive expertise in multi-site retail.
“We are thrilled to welcome Tiffany to the RumbleOn team as our new CFO,” said Mike Kennedy, Chief Executive Officer of RumbleOn. “Her experience with growth-focused, public and privately held companies and her expertise with multi-location retail businesses make her a perfect fit for RumbleOn as we continue to transform our business.”
Kice joins RumbleOn from Pegasus Logistics Group, a privately held logistics company where she served as CFO since 2020. She has held CFO roles in the retail and investment fields and started her career at professional services firm KPMG in Dallas. Kice’s background includes strategic financial planning, risk management, and leadership of IT, finance and human resource professionals. She holds a B.B.A. in Accounting from the University of Texas, Austin.
“I am excited to join RumbleOn at such a pivotal time in the company’s history,” said Kice. “The evolution of the company and its rapid movement to becoming the largest, fastest growing retailer in powersports will make this an exciting and challenging role. I look forward to helping RumbleOn execute its strategy and continue to deliver value for customers and shareholders.”
Kice grew up in Texas where she and her brother enjoyed waterskiing and riding ATV’s as children. Today, along with her husband of 25 years and two adult daughters, she enjoys time at the lake where she’s the expert pilot for wakeboarding and tubing.
2025 Kawasaki Jet Ski Ultra 160 series and Jet Ski Ultra 310 series Personal Watercraft
Kawasaki celebrates its diverse selection of Jet Ski watercraft models, featuring an extensive lineup returning for 2025. Among them are the high-performance Jet Ski® Ultra® 310 series and the beloved Jet Ski® Ultra® 160 series watercraft.
JET SKI® ULTRA® 160 LX-S / JET SKI® ULTRA® 160 LX
The Jet Ski Ultra 160 models harness the renowned engine from the Jet Ski® STX® 160 series while integrating many of the innovative features and equipment seen in the Jet Ski Ultra 310 series. Powering the Jet Ski Ultra 160 LX-S is a liquid-cooled, in-line 4-cylinder, 1,498cc engine with digital fuel injection, matched with a race-proven hull for precision handling. Riders can select from four power modes (full, middle, low, and SLO), benefit from Kawasaki Launch Control Mode (KLCM) with two modes and enjoy features like Kawasaki Smart Reverse with Deceleration (KSRD), Kawasaki Smart Steering (KSS), electronic cruise control, a rearview camera, 7” TFT instrumentation with Bluetooth® connectivity and multiple display modes, ULTRA deck, and a spacious 21.1-gallon fuel tank. Storage needs are well met with a functional system offering 44.5 gallons of capacity. Additionally, the Jet Ski Ultra 160 LX enhances the experience with a meter visor, 3-position ERGO-FIT® adjustable LXury seat, and premium JETSOUND® 4s integrated audio system. The 3-passenger Jet Ski Ultra 160 LX-S for 2025 showcases a Bluish Gray/Ebony color scheme for $17,199 MSRP, while the Jet Ski Ultra 160 LX is available in Metallic Gold Sparkle Deep Green/Ebony with a cost of $18,199 MSRP.
JET SKI® ULTRA® 310 SERIES
The Kawasaki Jet Ski Ultra 310 series showcases a powerful liquid-cooled, supercharged, in-line 4-cylinder, 1,498cc engine with digital fuel injection. Riders can tailor their experience with four selectable power modes (full, middle, low, and SLO) to match their skill level or current riding conditions. Engineered with a race-inspired hull, the Jet Ski Ultra 310 delivers precise handling and maneuverability. Features like KLCM and KSRD enhance acceleration and maneuvering capabilities, especially in tight spaces. The instrument panel boasts a 7” TFT display with Bluetooth® connectivity and various display modes. Ample storage is available with a 32.8-gallon front compartment and 10.6 gallons on each side. The model lineup begins with the Jet Ski® Ultra® 310X, which comes in an Ebony/Neon Red colorway with a MSRP of $19,199.
The Jet Ski® Ultra® 310LX-S elevates functionality with an exclusive ULTRA® Deck, extending the rear deck by 7.9 inches for added water play and gear storage. Multi-mount rails on the deck facilitate accessory slide mounts and offer convenient tie-down points. Equipped with a rearview camera and stylish LED accent lights at the front, the 2025 3-passenger supercharged Jet Ski Ultra 310LX-S comes in an Ebony/Lime Green colorway, priced at $20,199 MSRP.
Taking luxury to new heights, the Jet Ski® Ultra® 310LX combines outstanding performance and convenience with unparalleled comfort and style. Featuring the industry-first 3-position ERGO-FIT® adjustable LXury seat, designed for up to three riders, and the groundbreaking JETSOUND® 4s integrated audio system, controlled via jog dial and Bluetooth® connectivity, the Jet Ski Ultra 310LX is truly like no other. The 2025 3-passenger supercharged Jet Ski Ultra 310LX comes in an Ebony/Metallic Gold Sparkle Deep Green colorway with a MSRP of $21,199.
2025 Model Variations
| Kawasaki Jet Ski® Ultra® 160LXColor: Metallic Gold Sparkle Deep Green/EbonyMSRP: $18,199Availability: Summer 2024 Kawasaki Jet Ski® Ultra® 310XColor: Ebony/Neon RedMSRP: $19,199Availability: Summer 2024 | Kawasaki Jet Ski® Ultra® 160LX-SColor: Bluish Gray/EbonyMSRP: $17,199Availability: Summer 2024 Kawasaki Jet Ski® Ultra® 310LXColor: Ebony/Metallic Gold Sparkle Deep GreenMSRP: $21,199Availability: Fall 2024 |
| Kawasaki Jet Ski® Ultra® 310LX-SColor: Ebony/Lime GreenMSRP: $20,199Availability: Fall 2024 | |
Honda Announces National Technician Contest
American Honda Motor Co. announced today that its Power Sports & Products Division will host a National Technician Contest, with an online qualification test followed by the National Finals in Alpharetta, Georgia. Organized to promote Honda’s Powersports technical training programs, the competition is open to all active Honda Powersports technicians, although those who advance must complete their Red-level training before the National Finals.
The 75-question, multiple-choice online qualifying test is now open. Participants will be judged on their technical knowledge, technique, procedures, precision and speed, with a total of eight top qualifiers (four from two-wheel, four from four-wheel) earning an all-expenses-paid trip to the National Finals at Honda’s Alpharetta Training Center. Set to take place in January 2025, the National Finals will see finalists face off in both on-product and off-product competitions. Two National Champions will be determined (one in each category), with prize packages worth $8,000 each. In addition, National Champions from the next three years will compete for the chance to travel to Japan for the Honda Global Technician Contest in 2027.
“Honda is proud to celebrate our dealership technicians’ extraordinary talent and professionalism, said Jeremy Merzlak, American Honda Director of the Aftersales Experience Division. “While their skills typically shine away from the public eye, behind the service-shop door, the upcoming Honda National Technician Contest is set to change that and bring them into the spotlight. This competition is a stage for their abilities and a catalyst for their professional development. Through this initiative, we aim to elevate service standards across our dealerships, enhancing customer satisfaction, loyalty and, ultimately, the profitability of our dealer partners. We are excited for this journey to begin with the online qualifiers and are looking forward to the National Finals in Alpharetta, where we will celebrate Honda’s finest powersports technicians as they showcase their mastery.”
For more information, please visit the Honda National Technician Contest website.
