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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

J.D. Power: Mini, Lexus again offer most satisfying sales experience

JD Power has released its annual Sales Satisfaction Index Study, and once again Mini and Lexus have taken top honors. Overall, buyers are more satisfied with the auto-buying sales experience than they were last year, with those surveyed reporting an average score of 664 points on a 1,000-point scale. That's up from 648 in 2011. Dealer satisfaction also increased by five points over last year as well.
All told, Lexus brought home an index score of 737, which was high enough to put it atop the luxury brands for the second year in a row. JD Power says Infiniti came in second in that category with a score of 728 and Cadillac rounded out the podium with it's rating of 725. Speaking of Infiniti, that brand saw the single largest jump in sales satisfaction of any brand on the survey, popping up 52 index points over 2011.
Among mass-market brands, Mini ranked highest with a score of 712, followed closely by Buick with 706 and GMC farther down the line with 683. You can check out the full press release below for more information.

2021 Cadillac Escalade First Drive | Opulence at a cost

The Cadillac Escalade is one of the most recognizable cars in America, both on the road and in the minds of consumers. It is equal parts profit machine and pop culture icon, and it sits atop GM’s heavy-hitting hierarchy of body-on-frame SUVs. Sure, Cadillac may hold most of the cards in the luxury SUV marketing game, but itÂ’s not the only player. For starters, the Lincoln Navigator is quite good, and it takes a very similar approach to truck-based luxury. Both are flashy, cushy and high-tech, and their tuning acknowledges that driving dynamics will never be the strong suit of vehicles this large – though ride comfort certainly can be. To make matters worse, the Europeans are getting serious about their three-row SUV game, and while they may not offer the same body-on-frame capability you get from the Americans, they more than make up for it with brand prestige and state-of-the-art engineering. With such solid competition, Cadillac was not in a position to just phone in the EscaladeÂ’s redesign. The highlight of that effort is a new platform, shared with the new Chevrolet Tahoe and GMC Yukon, that finally features an independent rear suspension. There's also the gorgeous and tech-rich interior featuring a 38-inch curved OLED dash screen, a new diesel engine option and – stop us if youÂ’ve heard this one before – Super Cruise. While the Escalade does share its fundamentals with the Tahoe and Yukon, the Cadillac-branded variant of GMÂ’s big truck platform always gets special treatment. Only the very base model is available without a leather interior, for example, and the aforementioned in-cabin tech is exclusive to the Escalade. YouÂ’re also limited to just two engine options: the standard 420-horsepower V8 that's the range-topping option on GM's other SUVs, and the new 3.0-liter Duramax turbodiesel inline-six that's good for 277 hp and a V8-matching 460 pound-feet of torque. Both are paired with GMÂ’s 10-speed automatic transmission, and thereÂ’s no price difference, regardless of trim.   Like CadillacÂ’s other offerings, the 2021 Escalade has a split trim hierarchy. Above the base model, you can choose one of two paths: Premium or Sport. The Premium Luxury and Premium Luxury Platinum are your more traditional, flashier options, with lots of chrome and a rich, warm interior. The Sport and Sport Platinum are for those who prefer a more modern, subtle aesthetic, with blackout exterior trim and more subdued interior finishes.