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Mercedes, Infiniti, Lexus rank tops with mystery shoppers

If you want the best experience possible when buying a new car, then you'd better head down to your local Mercedes-Benz, Infiniti, or Lexus showroom. According a mystery shopper study conducted by the Pied Piper Prospect Satisfaction Index, those three luxury brands ranked highest among the 33 makes surveyed. The highest scoring mainstream brands included GMC, Hyundai, Kia, and Ford.
The study asked 5,203 mystery shoppers about the tactics used by salespeople during their most recent automotive purchases, and found a few interesting parallels along the way. For example, dealers at Infiniti, Land Rover, and Smart leaned heavily on vehicle walk-arounds with potential customers, while Jaguar, Volvo, and Audi were quick to point out exclusive features.
This study contrasts with a similar study conducted by JD Power in 2012. Its Sales Satisfaction Survey listed Mini as the top scorer, while Pied Piper's mystery shoppers ranked the BMW-owned brand below the industry average. Lexus scored highly on both surveys, as did Infiniti and GMC.

Satisfaction with dealer service rises, Lexus and GMC are tops

During the economic downturn, many car dealerships counteracted their slowing income by focusing on things that would set them apart from competition - things like the quality of customer service they provide. When the economy picked up and more sales and service followed, many also first invested those funds back into the business, improving their dealership facilities and service centers.
It looks like those investments are paying off, as J.D. Power and Associates' latest Customer Service Index Study shows that overall consumer satisfaction with dealer service has increased to 797 (on a 1,000-point scale), up from 787 in 2012 and 29 points higher than the score in 2011. The study also finds that people are more satisfied with the service they get at dealerships compared to independent service providers, despite the much higher average out-of-pocket cost per visit ($118 vs. $44).
Note, however, that this study only looks at how people are treated by a dealer's service department during the first three years of ownership (the survey is based on responses from 91,000 owners and lessees of 2008 to 2012 model year vehicles), so we're talking about the experience had when bringing a car in for repair or maintenance work, most likely under warranty. In fact, maintenance work is increasing in share and accounted for 77 percent of service visits (up from 72 percent in 2012 and 63 percent in 2011). This helps explain why customer satisfaction has also risen, since a properly maintained car is one that's less likely to require a dealer visit for an unexpected repair.

2019 Lexus UX 200 and UX 250h: Full details and specs from Geneva

Lexus is perhaps overdue to produce a small luxury crossover, in the vein of the hot-selling Buick Encore (which is a tiny bit smaller). And like the Buick Encore, it has a lower-tier brand counterpart: the Toyota C-HR, which is to the UX as the Chevy Trax is to the Encore. But enough about the Buick. What's the 2019 Lexus UX all about? For one, it is almost as outre as the C-HR, which is perhaps more radical because it's a lowly Toyota. Graced with a spindle grille and interior fixings that are influenced by, Lexus says, traditional Japanese crafts, it appears to be every contemporary Lexus trope combined into one compact vehicle — just 177 inches long in total, or about 5 inches shorter than a contemporary Corolla. That'll be good for the urbanites the UX is intended to woo, who need to park in tight spots. For wider, more open spaces, there are two powertrain choices. The 2019 Lexus UX 200 is one of the first applications of the new Dynamic Force Engine, a 2.0-liter inline-four with extreme thermal efficiency: 40 percent, Toyota claims. Read more about that engine (and the Direct Shift CVT, which the UX 200 also utilizes). The bottom line is, for the driver, the engines will be more fuel efficient and produce 168 horsepower, which represents an increase of 24 horsepower over the C-HR platform-mate, a sizable jump. The Direct Shift CVT should prove to be a more important improvement, offering more natural response when starting off from a stop. Anyone with CVT experience knows that this isn't a strong suit of that transmission type, even with years of attention paid to refining the experience. It's nice to see the sort of clever, driver-focused engineering that created the bizarre Lexus LC "10-speed" found in the LC 500h, which uses an e-CVT and a conventional automatic. It sounds strange and complex, but it works beautifully. We expect Direct Shift CVTs to be a serious improvement over the company's e-CVTs, and can't wait to test this aspect of the UX 200. The UX 250h snags the Dynamic Force engine and slaps a new hybrid system into it. Lexus expects the total output to be about 176 horsepower, which takes into account a rear axle electric motor (which makes the UX 250h all-wheel drive). That rear motor can accept up to 80 percent of available power at up to 43 miles per hour. It's not clear from the specs provided if the gasoline engine output differs from the UX 200.