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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.

2019 Lexus UX now the most affordable Lexus

The 2019 Lexus UX subcompact crossover now has official pricing, and it makes it the most affordable Lexus model available. The standard, non-hybrid Lexus UX 200 starts at $33,025, and the hybrid Lexus UX 250h starts at $35,025. This means the base UX is roughly $4,000 cheaper than the next most affordable Lexus, the compact NX 300 crossover. Not only that, but the UX 200 undercuts some of the little crossover's main rivals such as the Mercedes-Benz GLA 250 and BMW X1. The former starts at $34,945, and the latter starts at $34,895. With the basic Lexus UX 200, you get a naturally aspirated 2.0-liter four-cylinder engine that's also found in the new Toyota Corolla hatchback. It makes 169 horsepower, 151 pound-feet of torque, and it goes solely to the front wheels via the same kind of CVT as the Corolla, complete with 10 selectable ratios and a special short-ratio gear for takeoff. If you want all-wheel-drive, you'll have to opt for the UX 250h hybrid. That model features 175 horsepower and a rear electric motor to provide power to the back wheels. Notably, both of these UX models are significantly down in power and torque compared with the aforementioned German rivals. The Mercedes GLA 250 makes 208 horsepower and 258 pound-feet of torque, and the BMW X1 makes 228 horsepower and 258 pound-feet of torque. Regardless of whether you pick the basic UX 200 or the UX 250h, you'll get at least a six-speaker sound system with a 7-inch infotainment screen. It also comes with Apple CarPlay, though Android Auto is not available. The UX models can be optioned with larger infotainment displays all the way up to a 10.25-inch example. All models also come standard with adaptive cruise control, lane-keep assist and forward collision prevention with pedestrian detection. The UX 200 will be the first on sale starting this December, and the UX 250h hybrid will become available the following month. Related Video:

Car owners getting more irritated with their repair experiences, study says

The J.D. Power U.S. Customer Service Index Study (CSI) is a barometer of a vehicle owner's happiness with the service experience. While it wasn't all bad in the 2023 study, the overall owner satisfaction score dropped. This year's tally of 846 out of 1,000 is two points down from 2022, the 43-year-old study's first decline in more than 28 years, and one point down from 2021. However, the overall score remains well up from the pre-pandemic scores of 821 in 2018 and 837 in 2020. The study claims the stumbling block is the horde of BEV launches. The flood into the new energy space has created a recall rate among EVs that's more than double the rate for ICE vehicles. Furthermore, dealership service department knowledge of EVs isn't on par with internal combustion engine expertise, leaving EV owners less satisfied with service advisors compared to ICE owners. Chris Sutton, VP of automotive retail at J.D. Power, said, "As training programs for service advisors and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles — but weÂ’re not seeing the benefits yet." Matters are slightly worse for all owners, though, with labor and parts shortages contributing to longer wait times for service appointments. The CSI study surveys owners and lessees of one- to three-year-old vehicles to gauge their happiness with service at franchised dealer or aftermarket service facilities for maintenance or repair work. The criteria in order of importance are service quality (32%); service advisor (19%); vehicle pick-up (19%); service facility (15%); and service initiation (15%). Lexus retains the top spot for luxury brands, giving it three wins in four years. The Japanese automaker won in 2020 as well, its run interrupted by Porsche in 2021. Cadillac, Infiniti and Acura complete the luxury top 5.  For mass-market cars, Mitsubishi wins again after a victory in 2021 and falling to fourth last year. It's followed by Mazda, Buick, Subaru and Mini.  Considering the different service needs and service experience of different body styles, the study has broken results out by segment for the first time. Lexus earned a second victory thanks to winning the premium SUV segment, and Mitsubishi earned a second victory by winning the mass-market SUV/minivan category.