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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

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.

Next Infiniti FX to gain interior volume

The Infiniti FX, soon to be renamed QX70 thanks to the Japanese brand's convoluted naming scheme, is currently in the midst of its second-generation. And while we like the compact, sporty crossover's driving character a lot, it lacks the "utility" part of the CUV moniker. That lack of cabin space will be addressed in the future, though.
Automotive News recently sat down with Nissan's global design boss, Shiro Nakamura, to talk about the future of what he called "the icon of Infiniti." And while Nakamura-san admitted the FX/QX70's worth to the brand, its sales have long been something of a disappointment. "Exterior and styling-wise, it's very strong as an icon. But to be honest, its sales volume has not been as big as we wanted," a reality Nakamura believes is due largely to its tight cabin relative to its competition.
Finding the right balance might be difficult, though. The FX/QX70 is selling extremely well in both China and Russia, according to Nakamura, because of its looks. Altering that style in order to increase interior space risks alienating a new and important group of buyers for Infiniti. The designer put it best when he told AN, " It is selling well in China and Russia because it stands out. So we want to maintain that striking look." As it stands, we'll likely be living with the current vehicle for a few more years - AN doesn't expect the third-generation of the FX/QX70 to arrive until 2015 or 2016.