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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.

2016 Lexus RX teased ahead of NYC show

The Lexus RX is one of the big players in the luxury crossover field, and the Japanese brand is giving us the first, shadowy look at the upcoming fourth-generation model. It debuts in just a few weeks on April 1 at the 2015 New York Auto Show. Lexus doesn't reveal anything technical about the plush CUV in its teaser, but the model does show off some interesting styling in the accompanying photo. In this shot, the rear pillar appears to incorporate the side window's glass into its shape in an intriguing way. You can also get a good look at the RX's wraparound taillights. Spy shots indicate the frontal design softens some of the ideas from the smaller NX, but the big, spindle grille and squinting headlights remain. The fourth-gen RX also reportedly uses aluminum for some body panels to shed weight. We expect to get the full scoop about it in New York. Related Video: 2016 Lexus RX To Make Its Global Debut Under the Bright Lights of the Big Apple: 2015 NYIAS March 20, 2015 TORRANCE, Calif. – March. 20, 2015 – Lexus will introduce the all-new 2016 RX at the 2015 New York International Auto Show. When the RX model launched 17 years ago, it defined a new luxury segment. Since then, it has dominated mid-size luxury utility vehicle sales. The fourth generation RX will make its global debut at a press conference in the Galleria at Jacob Javits Convention Center on Wednesday, April 1 at 9:10 a.m. EDT. The press conference will also be streamed live at https://new.livestream.com/LexusInternational/NY-2015. ###

Buyers resent low inventories, prices over MSRP, study says

Vehicle inventory low, vehicle transaction prices high, customers fretting … welcome, J.D. Power, to the era of supply and demand. In a recently published survey from one of the auto industryÂ’s top analytical firms, findings show that customers' satisfaction with vehicle purchases in the United States this year has dipped for the first time in 10 years. The 2022 U.S. Sales Satisfaction Index (SSI) Study found that overall sales satisfaction has dropped to 786 (on a 1,000-point scale) from 789 in 2021. In that year, higher than expected trade-in values softened the effect of new vehicle price increases. But in 2022, on top of trade-in prices shrinking, many dealers elected to charge more than the ManufacturerÂ’s Suggested Retail Price, a factor that did not sit well with buyers. “When dealers charge more than MSRP, particularly with long-term loyal customers, they risk a potential long-term negative effect on customer advocacy and service business," said Chris Sutton, vice president of automotive retail at J.D. Power. Satisfaction among buyers who paid more than sticker price is 757, while satisfaction among those who paid the sticker price or less is 850, the Power report said. The lack of dealership inventory was also a customer irritant, J.D. Power found, a point that automakers and their dealers may want to consider. Many have maintained, or considered maintaining, a smaller inventory in the wake of the pandemic, keeping costs down and driving more customers toward factory orders. Regarding those consumers shopping for electric vehicles, the survey said that more than a third of them “failed to get instruction on EV charging before they left the dealership, which notably affects satisfaction.” Said Sutton, “Salespeople donÂ’t need to show gas-powered vehicle buyers how to fill their tank, but they do need to show EV buyers how to charge their vehicle.” There are positives to the Power conclusions, however, especially for Alfa Romeo dealers. The Italian brand ranked highest in customer satisfaction among premium brands with a score of 833, with Porsche a very close second (831) and Lexus (819) third. Alfa is on something of a roll these days, with its compact Tonale crossover due for release in the spring, and a new sports car in the works. Meanwhile, in PowerÂ’s “mainstream brand”” segment, Buick ranked first with a score of 825, followed by Dodge (816) and Subaru (804), all performing higher than the industry average.