Mercedes Ranked as Top Dealer Experience in US

A recent study by the Pied Piper Management Company looking dealership experiences by car buyers in the US found that MercedesMercedes-BenzGermany, 1924 > present197 models
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buyers had the best dealer experience. Ranked behind Mercedes in a three-way tie for second were AcuraAcuraJapan, 1986 > present24 models
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, InfinitiInfinitiJapan, 1989 > present31 models
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and LexusLexusJapan, 1989 > present26 models
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. 

PPM looked at 60 different metrics when evaluating at each dealer. They ranged from simple things like if the salespeople introduced themselves to the customer to whether the customer was able to take the car on a sufficient test drive, discussed financing options and explained the car's features. It hired 4,419 mystery shoppers to go to the dealers and pretend like they were buying a car. They also called and e-mailed the dealers to evaluate them that way as well. 

Mercedes led in 10 categories, and 21 other brands led at least one category. SubaruSubaruJapan, 1953 > present34 models
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, BuickBuickUnited States of America, 1903 > present68 models
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and VWVolkswagenGermany, 1938 > present98 models
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salespeople were twice as likely to offer a brochure, and JaguarJaguarUnited Kingdom, 1922 > present53 models
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, VolvoVolvoSweden, 1927 > present49 models
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and InfinitiInfinitiJapan, 1989 > present31 models
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salespeople were better able to point out special features of their cars. 

Some surprising brands were near the bottom. PorschePorscheGermany, 1931 > present43 models
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and AudiAudiGermany, 1909 > present83 models
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tied in 8th with KiaKiaRepublic of Korea, 1944 > present52 models
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. 

The major flaw of this study is that no one actually bought a car. That means that these results do not evaluate things like the service department or whether the buyer gets a loaner car during service. 

Source: Forbes