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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

GM will likely build PHEV batteries in China soon

It's a big week for batteries. Friday, Tesla will hold a big event at its Gigafactory in Reno, NV. But even in Michigan, there are things happening on the electrified automotive front. This was proven when GM invited journalists to its Brownstown Battery Assembly Plant today, highlighting the six different battery packs it makes for nine vehicles around the world (plus a tenth, coming to Asia, that has not yet been announced). During our tour, we learned a few interesting tidbits that we thought readers would like to hear: The Cadillac CT6 plug-in hybrid launches in China this fall before coming to the US next year. GM builds the battery packs in Michigan and ships them to China for final assembly in the PHEV. For now, this is all fine for GM to qualify for China's incentives for building green cars in the country. But, as Bill Wallace, GM's director of global battery systems, told AutoblogGreen, this could change thanks to the country's 'Made in China 2025' plan. The situation is "evolving," he said, and it's a safe assumption that GM will need to build packs in China some day. For the CT6 PHEVs that will be sold in the US, the batteries will make a round trip, since GM will only build the plug-in version in China. As for the range of the CT6 PHEV, that hasn't been announced, but since China offers incentives for vehicles that get at least 50 kilometers (31 miles), that's a likely target (the US range (UPDATE: GM did announce an expected range for the CT6 PHEV in the US at the LA Auto Show last fall, saying it would "travel approximately 30 miles on a full electric charge"). The battery pack in the CT6 is also a clunky box-type thing, totally unlike the near-elegant T-shape used in the Volt. This despite the fact that the guts of the two packs are similar. Both have 192 li-ion cells and weigh almost the same, but GM tuned the CT6 pack for acceleration instead of range, the way it did with the Volt's pack. Still, the main reason the packs are different is because the CT6 is a rear-wheel drive vehicle, and the tunnel that the Volt's pack uses is occupied by the driveshaft. Despite the highly touted second-gen Chevy Volt going on sale last year, GM still has the capacity to build battery packs for the old, first-gen model. This is because the company is legally required to be able to provide replacement packs for warrantied vehicles (for up to 10 years), and the second-gen packs don't fit into the first-gen vehicles.

Cadillac's de Nysschen won't budge on raised pricing

According to new Cadillac boss Johan de Nysschen, it will take between 10 and 15 years to elevate GM's top brand, which was once hailed as "The Standard Of The World," back to prominence in the minds of American customers. And to hear the executive talk of it, the brand is going to have to be willing to see sales falter in the near-term before they recover:
"Either you have to bring your volume aspirations into alignment with reality and accept that you will sell fewer cars... Or you have to drop the price and continue to transact at the prices where you were historically... I think the logical conclusion is that it's better to build off a very solid base in terms of [product] credibility, charge a fair price for the car and realize you have to wait until the volume comes."
In other words, sales will fall before they rise, and the brand has to be okay with that. Notice, too, that de Nysschen speaks of "a fair price" for Cadillac cars and utility vehicles. In this case, "fair" means more than many of the brand's traditional buyers are accustomed to, and roughly in line with the brands and machines Cadillac believes it is competing against. For instance, the newly enlarged 2014 CTS carries a suggested retail price that is over $6,000 higher than it was in 2013, and some trim levels boast an even higher price premium over the models they replace.