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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

Toyota reaffirms commitment to body-on-frame SUVs

Toyota sold 121,055 Highlander CUVs in 2012, according to Automotive News. By comparison, it sold 78,457 examples of four different body-on-frame, truck-based SUVs (4Runner, FJ Cruiser, Sequoia and Land Cruiser). One could argue then, that the traditional SUVs aren't pulling their weight from a sales perspective. Yet that isn't stopping Toyota from reaffirming its commitment to a segment that has seen its former champions - Ford, General Motors and Chrysler - abandon it with alarming speed. Ford and GM still offer body-on frame utilities, but only in the very largest offerings, catering to seven or even eight passengers. Everything outside of the Expedition or Tahoe rides now on a unibody.
Toyota's decision to stick with the technology is good news if you're in the market for smaller SUVs that are still capable of heading well off the beaten path. Outside of the Jeep Wrangler, Grand Cherokee (a unibody) and perhaps Nissan Xterra, there's not much in terms of capable SUVs between $20,000 and $50,000. As the Toyota brand's US head, Bill Fay, says, "Clearly, the trend has shifted, but there is still an owner base that is interested in these vehicles."
We don't doubt Fay on that, but it may also be somewhat telling that Toyota's SUV lineup is aging, and we haven't seen or heard much about replacement models in the pipeline. Admittedly, the 4Runner (pictured) has been facelifted for 2014, but it's mostly cosmetic in nature. Despite Toyota's posturing, we still expect its body-on-frame lineup to thin in the coming years as sales dwindle and escalating fuel-economy standards make business cases even tougher. Here's hoping that Toyota manages to keep at least one rough-and-tumble SUV in its lineup in the coming years.

Honda scores big in Automobile Advertising of the Year Awards [w/videos]

This year the Detroit Auto Show didn't just celebrate the automobile, it celebrated how we find out about the automobile, too. Partnering The One Club, this year introduced the 2014 One Show Automobile Advertising of the Year Award to Cobo Hall, celebrating winners in five different categories of advertising: broadcast television, online, interactive, experiential, and print/outdoor. Winners in those categories were judged by 50 creative directors and journalists, while a Public Choice category was chosen from among nearly 20,000 online votes.
Honda walked off with three of the six awards, its Hands spot taking Broadcast honors, its Sound of Honda getting the Online category and Illusions winning Public Choice. Hyundai made the grade in Interactive with Driveway Decision Maker, Fiat captured Print/Outdoor with its "Letters" ad, and Toyota's Tundra Endeavor Campaign spot and BMW's A Window into the Near Future were co-winners for Experiential.
You can watch all of the press release and winning videos below or check out all of the finalists, announced last month, for a refresher.