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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

Andrew Gilleland is new VP of Scion, Murtha moves to Toyota

Scion is getting some fresh blood at the top as Andrew Gilleland (pictured above) becomes the new vice president to take over for Doug Murtha. Gilleland is no stranger to the division, and served as the national field operations manager early in the brand's launch. Murtha moves to take leadership of corporate strategy and planning for Toyota in North America. "Now it's Andrew's charge to spread the message of the style and value of the iM and iA, as well as a third new vehicle that will be added to the lineup," Toyota division group vice president Bill Fay said in the announcement. Gilleland moves up from being general manager of Toyota's central Atlantic regional office. He takes the reins at Scion at a potential turning point for the division. Sales volume for the year through August is down 22.1 percent to 32,691 vehicles, but some big changes are afoot. The long-lived xB is likely about to bow out, and the brand is launching two new products with the iM and iA. They're getting some celebrity advertising, too. Spy shots also suggest the FR-S might get a refresh soon. Plus, the third model Fay teases is expected to be a compact crossover, possibly with styling inspiration from the Toyota C-HR concept. Scion could get a big boost by having an entry in that booming segment. New Products, Previous Player - Scion Introduces New Vice President Andrew Gilleland Returns to Youth Brand September 24, 2015 TORRANCE, Calif. (Sept. 24, 2015) – In the early days of Scion, when xAs and xBs were flying out of dealers' showrooms, Andrew Gilleland was the National Field Operations Manager for the youth brand. He was responsible for working with dealers to ensure they embraced the new products and processes Scion offered. Now, Scion is entering its teen years, and Gilleland is back as Vice President of Scion, once again encouraging dealers to sell its new models and investigate new methods to attract young buyers. "Scion has sold nearly a million vehicles since I left in 2005 and I'm excited to be back leading this team," said Gilleland. "The iM 5-door hatchback and iA sports sedan arrived at dealerships earlier this month and the response has been great.

Toyota, Ford decide to end hybrid collaboration before it starts

Not all so-called Memorandum of Understanding pacts end in actual collaborations. For instance, after a two-year "feasibility study," Toyota and Ford have just announced that they will not be developing hybrid systems for use in light trucks and SUVs as previously planned, and the two automakers will instead continue to develop their own hybrid technology independently.
The would-be collaboration was first announced in August of 2011, and would have seen a rear-wheel-drive hybrid platform that would "improve the efficiency of trucks and SUVs while still allowing them to be driven in the way customers expect," according to our initial post on the topic.
Keep in mind that this announcement isn't to say we shouldn't expect hybrid pickups and SUVs from the two automakers, but that they probably aren't coming very soon - Ford says it will have a system "before the end of this decade" and we haven't heard much from Toyota on the hybrid truck front since the 2008 A-BAT Concept (pictured above) - and that they will not share any components between them (and they never have, for what it's worth).