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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

Cadillac considering ultra-luxe, $100k+ Escalade

The Cadillac Escalade has pushed incrementally up-market over the years. From its humble Chevy/GMC truck underpinnings, the latest Escalade starts at $72,970 and tops out at $96,940. But according to the latest reports, Cadillac is weighing an even more upscale version. Though the exact nature of the upgrades that would push the Escalade further up-market remain unknown – and perhaps undecided at this point – the impetus for such a move is crystal clear. European luxury SUVs keep getting more and more expensive, both from established players and new challengers. Bentley just launched the Bentayga, and other luxury marques like Rolls-Royce, Aston Martin, Jaguar, Maserati, and Lamborghini are all getting into the game. All the while manufacturers like Land Rover and Mercedes-Benz keep rolling out ever more expensive offerings, like the Range Rover Autobiography and anticipating forthcoming Maybach sport-ute. To challenge those European imports with their astronomic price tags, Cadillac could go with an even higher trim level than its existing Platinum spec – or it could go with a more powerful, performance-oriented Escalade V or Vsport. Getting that big a vehicle to hustle would require a lot of power, but then General Motors has never been one to shy away from slotting a bigger engine into its vehicles. One thing's for certain though, and that's that Cadillac isn't quite done with pushing the Escalade higher up the market.

Cadillac's XT6 is not, for better or worse, a mini Escalade

In its latest attempt at reinvention, Cadillac has created a trio of admirable sedans — the ATS, CTS, and CT6 — cars that challenge or beat the competition on their own terms, and do so with audacious exterior styling rendered in a distinctly American idiom. But American customers have been ditching cars in favor of high-riding crossovers, and what Cadillac has not had up until recently is a suite of appropriately (or bizarrely) sized crossovers to offer potential consumers, something competitors have been deploying for years or even decades. And so the new, full-size(ish) three-row Cadillac XT6, unveiled officially last week at an event in Detroit, is intended to help address the premier domestic automotive luxury brand's current product shortcomings. "I guess we had so many priorities and had to decide what's the most important thing," says Andrew Smith, Cadillac's executive director of design. "We decided to approach this one from an interior perspective, to do things like provide ease of use for owners, upgrade the infotainment, and allow time for ourselves to learn lessons from the launch of XT4." The XT6 doesn't exactly break any new ground within the segment, but that's not necessarily a criticism. Though huge from a sales perspective, the two-box crossover category is not the industry's leader in beauty or innovation. Still, Caddy's most recent previous crossover, the size-Small XT4, managed to create handsome proportions and a premium appearance at first glance. The XT6 doesn't feel quite so ambitious or coherent, with a front end that is at once sneering and soft, a lengthy flank that feints at muscularity without delivering, and a rather abrupt tailgate that blends the rectilinear and the anodyne. Maybe consumers won't notice? "Our biggest challenge was giving the vehicle a character that works on this scale and platform," says Smith. "We want to make sure all of our cars feel different. We didn't want it to be a mini Escalade. No one wants a mini anything. But we wanted to give it Escalade presence, but in scale. So it's this combination of nice, and aggressive. I'm convinced we will sell more than we think we'll sell." Maybe he's right, and we definitely don't see this vehicle cannibalizing sales of the Escalade. People who want a bold Cadillac can still get that one, and will have a brand new option later this year, we expect, when a new Escalade is released.