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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

Weekly Recap: Mercedes continues the pseudo-coupe craze with AMG-tuned CUV

But as BMW's X6 has demonstrated, sport sells in in the crossover segment, and Mercedes is giving the people what they want. BMW proved there is a market for crossover utility vehicles designed to look like coupes – as much as a vehicle with four doors and noticeable ground clearance can look like a coupe, anyway. Now comes the reply from Mercedes-Benz: the GLE Coupe. The rakish crossover is a harbinger of things to come from Mercedes, as it begins the company's transition to a new nomenclature and marks the debut of the AMG Sport line. It also continues the recent coupe craze. Designers from many automakers, like Nissan and Volkswagen, have increasingly turned to swoopy, dramatic styling to make utility vehicles and sedans seem more desirable. By revealing the GLE 450 AMG Sport model first, Mercedes is clearly hoping to cast the GLE Coupe as a sportier, lifestyle-oriented alternative in its lineup of beefy crossovers and SUVs. Mercedes used the word "sport," or a variation of it, 53 times in its press release, so uh yeah, it's sporty. It's not an empty promise: Benz means business with the AMG Sport line. This GLE Coupe gets a 3.0-liter biturbo V6 rated at 362 horsepower and 384 pound-feet of torque paired with Mercedes' new nine-speed automatic transmission, and it runs with 4Matic all-wheel drive. Specs on the other GLE Coupe models were not disclosed. But as BMW's X6 has demonstrated, sport sells in in the crossover segment, and Mercedes is giving the people what they want. After all, more than 260,000 people have bought X6s since 2008, and Mercedes wants a piece of that. From certain angles, the GLE Coupe even looks vaguely like an X6. "This is really a vehicle that is all about status," said Dave Sullivan, product analysis manager for research firm AutoPacific. "You can buy a SUV that doesn't have the inherent qualities of a SUV, such as cargo hauling. People will likely be drawn to the looks. Coupes are all the rage." BMW, however, isn't running from the fight, and the updated 2015 X6 is arriving in showrooms this month. It also added a smaller sibling, the X4, to its coupe-crossover stable in July. The GLE Coupe arrives next year, though Mercedes hasn't specified exactly when it will hit showrooms from the factory in Alabama, or specified details on the rest of the non-AMG Sport models. In 2008, it was surprising the X6 was a hit. In 2015, it will be even more surprising if the GLE Coupe isn't.

Is Audi getting complacent and suffering from brain drain?

The argument is made in a Reuters article: Audi is falling behind other luxury brands, such as Mercedes-Benz and BMW, due to a lack of research-and-development spending and "brain drain," or the migration of top executives and R&D chiefs to other parts of the Volkswagen Group. Reuters notes that Audi's current R&D chief is the third in 16 months.
Audi, which contributed to 40 percent of VW Group's $11.6 billion in profit the first nine months of the year, is delivering cars at a record pace: 1.31 million were delivered from January to October 2013 versus BMW's 1.35 million. Yet Audi, Reuters reports, doesn't have a halo car akin to BMW's new electrified i3 and i8 or an answer to Mercedes' plug-in-hybrid S-Class, and the R&D spending at Audi is less than BMW and Mercedes by a fair margin. It's noted in the article, however, that Audi benefits from other R&D spending within VW Group.
Reuters mentions that BMW "trumpets its new 'i' series" and the new Mercedes CLA and GLA ranges are winning "rave reviews" as part of its argument that Audi's recent lack of technological innovation could hurt future sales. Those cars do pack tons of new technology, some of which are firsts for mainstream production cars. But last time we checked, the i3 could be causing BMW's stock to slide, the CLA isn't receiving the rave reviews that Reuters would have you believe and the GLA hasn't been reviewed yet.