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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

Infiniti went out of its way to make the QX30 not a Mercedes

You can complain all you want about perceived badge engineering when a company (like Mercedes-Benz) sells a platform to another brand (such as Infiniti). The reality is that most buyers won't know the difference, and they won't even realize their Infiniti is really a Mercedes underneath or that their neighbor's GLA has the same basic parts as the QX30 they just bought. What's weird to me isn't that sameness, but the places where the two cute little utes differ. These two vehicles, which are more like tall hatchbacks, use the same Mercedes 2.0-liter turbo four and seven-speed dual-clutch transmission. Infiniti adds its own throttle and transmission calibrations. The suspension design is the same, although there are tuning differences. Both come standard with front-wheel drive, with all-wheel drive an option. Fuel economy matches for the FWD models, while the AWD Infiniti lags behind the Mercedes for some reason. So they're very similar despite their different looks. And design makes sense as a point of differentiation. Frankly, they go further than a lot of vehicles on shared platforms do – further, in fact, than the upcoming Nissan Navara-based Mercedes X-Class pickup does. The QX30 has its own sheetmetal and glass to separate it from the GLA-class. You probably think one looks better than the other. If you know where to look, the signs of sameness are obvious. Most major systems and pieces are shared, like the steering wheels (with different center covers), most switchgear, and things like interior and exterior door handles. Shared parts are fine as long as the parts are good ones. On that note, how many Tesla buyers realize their steering column and stalks, plus the window switches, come from Mercedes? And does that actually matter? We'd argue no. About those differences. Many are functional, like the fact the Infiniti does not carry over the Benz's Brake Hold feature – when you roll to a stop in the GLA (or any other Benz), pressing the brake pedal firmly applies the electric parking brake until you hit the gas to move again. The QX30 has an electric parking brake, but no Brake Hold feature. Someone used to driving Mercedes models will look a bit silly standing on the brake pedal to no effect. Ask us how we know. The Mercedes gauge package is carried over, but with the Infiniti font. Makes sense, although it's off-putting at first if you've seen the original, prompting a weird deja vu. Circular dash vents are replaced by rhomboid ones.

Infiniti Q Inspiration Concept | 2018 NAIAS

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