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Mystery shoppers love Infiniti, hate Tesla

Infiniti, followed by Lexus tied with Mercedes-Benz took the top two spots for best sales experience according to mystery shoppers from the latest Pied Piper Prospect Satisfaction Index, while EV manufacturer Tesla recorded the lowest overall score. Not surprisingly, premium brands dominated the top ranks. Including the three already mentioned, luxury brands occupied seven of the top ten spots and included Audi, BMW, Porsche, and the only American brand to crack the upper echelon, Cadillac. Toyota, Volkswagen, and Nissan rounded out the first ten positions. The news for domestic automakers isn't good. Aside from Caddy, the only other star-spangled automaker to score above the industry average is Chrysler. The rest of FCA, most of GM, and all of Ford fell below the line. But Pied Piper's mystery shoppers handed Tesla the biggest walloping – the company is ten full points below the next lowest brand, Volvo, and its score of 86 is 17 below the average of 103. It's baffling, considering the company's touted direct-sales model. "Tesla leaves me scratching my head," Fred O'Hagan, Pied Piper's president and CEO, told Wards Auto. "They own all of their stores, so you would think each one would be doing the same thing. But they're not. Tesla is consistent in its inconsistencies." O'Hagan added that there's a "huge variation" in Tesla's store-to-store effectiveness, and that in some cases, shoppers found showroom workers that acted more like "museum curators," Wards Auto reports. It might be popular to call Tesla the Apple of the car world, but based on Pied Piper's work, the brand has a long way to go to emulate the uniform shopping experience of an Apple Store. The news might be bad for Tesla, but even for the brands that scored below average, there's cause for celebration. Only Tesla and Mini lost points in this year's rankings, and only Mercedes and Lincoln held steady. Every other brand, including Infiniti, which topped the index for the first time, gained at least one point. The biggest improvements belong to Porsche, Land Rover, and Mitsubishi, which all jumped five points. Pied Piper's annual Prospect Satisfaction Index uses mystery shoppers – over 6,100 this year – from across the country to assess dealers and generate rankings from over 50 individual factors. News Source: Pied Piper via WardsAuto Green Audi BMW Cadillac Chrysler Infiniti Lexus Mercedes-Benz Nissan Tesla Toyota Car Buying Car Dealers study

Porsche tops J.D. Power quality index as Korean brands soar

While complaints about infotainment systems remain a thorn in the side of automakers for J.D. Power's annual Initial Quality Study, there's a lot to celebrate this year. The average number of problems reported per 100 vehicles fell to 112 in 2015 – a three-percent improvement compared to 116 in 2014. The results of this year's survey are based on the responses of over 84,000 people about problems within the first 90 days of buying or leasing a 2015 model-year vehicle. For the third consecutive year, Porsche tops the rankings with an average of 80 problems per 100 vehicles. Although, that's slightly more than the 74 the German sportscar maker scored in 2014. "While the Japanese automakers continue to make improvements, we're seeing other brands, most notably Korean makes, really accelerating the rate of improvement," Renee Stephens, vice president of US automotive quality at J.D. Power, said in the study's release. In fact, Kia ranks as one of the biggest movers in this year's list. The Korean brand jumped to second place from seventh last year. The company had an average of 86 problems per 100 vehicles, a 20-point improvement. Third place went to Jaguar with an average of 93 problems reported, versus last year's second-place finish with 87 of them. Fourth place was Hyundai, and fifth-place Infiniti also earned a gold star for improvement with 97 issues per 100 vehicles – 31-points better than last year. Fiat still anchored the bottom of the list. However, its 161 problems this year is a lot better than the 206 in 2014. Ranked by nationality, Korean brands (Hyundai and Kia) are now leading the industry in initial quality with an average of 90 problems reported per 100 vehicles. According to J.D. Power, this is the first time Europe's figure beat Japan with 113 and 114 issues, respectively. The American brands also averaged 114. Whereas General Motors dominated last year, the segment awards are spread out in 2015. GM, Hyundai, Nissan, and Volkswagen Group are all tied with four models each earning prizes. For more information, you can also see all of the graphs, here. J.D.

2017 Infiniti Q30 First Drive

Audi and BMW have owned the premium C-segment for almost a decade now thanks to the A3 and the 1 Series (and 2 Series). Benz's A-Class has become less of a retiree's option and has spawned a popular (if not particularly good) sedan (the CLA) and a crossover (GLA). Down in the lower-class decks, machinery from Subaru is punching well above its weight, while Volkswagen's Golf owns the market in Europe. This all left perennial premium pretenders like Lexus and Infiniti with a problem: how to convince buyers their C-segment machinery was genuinely premium if they were based off a volume-selling donor body from Toyota or Nissan? Mercedes-Benz opened an odd window of opportunity for Infiniti. See, Benz's parent, Daimler, and Infiniti's motherships, Renault and Nissan, have had a technical alliance since 2010. A big technical alliance. So Infiniti was able to develop its hatch to sit atop the A-Class chassis, powertrain, and suspension architecture, though you'd barely know it by looking at the Infiniti from the outside. It has a style all its own, and you're not going to mistake a single angle on the Q30 for anything that comes out of Stuttgart. Nobody makes deeper cuts and curves into its metal than Infiniti. The Japanese brand claims that design is at its core, and whether you love or hate that design, it's hard to argue that point. The Q30 feels like a nicer, easier, more luxurious place than the A-Class on which its based. "Infiniti design is very three-dimensional on every panel. We want to give the sense and the feeling that every Infiniti has been made by an artisan, by hand, not by computer," the company's London-based design boss, Simon Cox, argued. Some will love it, some will hate it, and Infiniti can live with it either way. The point is that the brand is now on the field in a segment that is projected to keep growing at more than 9.4 percent globally, and it got there at a fraction of the normal cost of an all-new car, without having any easily identifiable cap tips to the Benz's far more conservative exterior design. The Benz bits are more obvious inside. Infiniti did such a good job of grafting its design ideas onto the interior hard points that it feels like a nicer, easier, more luxurious place than the A-Class, even if the Benz will be between eight and 10 percent more expensive in most markets. The dash top is clean, swooping, and stitched together beautifully.