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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

2020 Infiniti QX80 refreshes its cabin, adds tech and safety features

After performing a nip-tuck on the Infiniti QX80's sheetmetal for the 2018 model year, designers have massaged the QX80's interior for 2020. The driver's cluster keeps the analog gauges but loses the previous, low-res digital information screen. A new seven-inch TFT display is tucked between the dials. The infotainment spread on the center console finally gets the real estate it deserves, an eight-inch touchscreen up top with a seven-inch touchscreen below. Android Auto and Apple CarPlay are standard, as is Wi-Fi hotspot capability. Above all that, the rear view mirror went to school to become the Smart Rear View Mirror, meaning it can operate as the usual reflective surface or as a monitor for the rear-mounted camera feed. It's an option on the entry Luxe trim, standard on the top Limited trim. New standard safety features on both variants include backup collision intervention, blind-spot warning, lane departure warning, and rear door alert. On the aesthetic side, a new Charcoal Burl wood interior trim with gradation joins two new premium exterior colors, Coulis Red and Mineral Black. For more intense ornamentation, Infiniti offers the Edition 30 package for 2020 with a black mesh grille and dark chrome trim on the front fascia, black mirror caps, more dark chrome on the tailgate finisher, stainless steel kickplates, and 22-inch dark wheels with black center caps. It's possible engineers will turn to the engine for the next update cycle. For now, the QX80 continues with the 5.6-liter V8 putting out 400 horsepower and 413 pound-feet of torque, shifting through a seven-speed automatic. It's a thirsty lump, the first version of the VK56VD engine hitting the market in the Infiniti Q45 of 2002, but QX80 fuel economy is in the ballpark with other full-sized, V8 competition.  As has happened for the past few years, prices go up for both trims. The Luxe starts at $66,750, a $1,250 bump over 2019. The destination charge also rose by $100 to $1,395; adding that brings the total to a $68,145. Opting for 4WD on the Luxe remains a $3,100 option. MSRP on the Limited goes up by $1,250 as well, totaling $92,845 after destination. Related Video:    

Infiniti names former BMW man Kruger to fill de Nysschen role

Today is turning into a big one for senior leadership changes in the automotive industry. Hot on the heels of Ferrari announcing the replacement of its chairman, Infiniti has announced the appointment of its new chief executive in Roland Krüger.
Serving until now as a senior vice president at BMW, Krüger joins Infiniti as its president as well as senior VP at parent company Nissan, reporting directly to Carlos Ghosn. Krüger had been with BMW since 1998, primarily as a regional director, having previously started his career as a designer for Mitsubishi and the Smart division at Daimler.
Krüger's appointment comes just over a week after the announcement that Infiniti's chairman Andy Palmer would be leaving for Aston Martin, and two months after the departure of outgoing Infiniti president Johan de Nysschen for Cadillac. The Japanese luxury automaker, headquartered in Hong Kong, has been in the meantime essentially operating by committee in the absence of a chief executive. The nomination of Krüger will surely bring a large measure of stability and direction as the company seeks to take a larger slice of the pie, in particular from German automakers like the one for which Krüger worked until now.