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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

Toyota's Bob Carter says far fewer stations needed in shift from gas to hydrogen

Toyota's Bob Carter has been talking about green cars for years, but it's only been recently that his comments have really caught widespread attention thanks to his disparaging remarks about electric vehicle supporters like Elon Musk and Carlos Ghosn and optimism about hydrogen. Speaking at the opening of the Chicago Auto Show this morning, Carter said that Toyota has claimed the "pole position on CAFE," thanks to its deep hybrid bench. The company's green car cred will continue to grow because of its upcoming hydrogen fuel cell car, due out next year. Carter is relentlessly optimistic: "I truly believe fuel cells will fundamentally change how we feel about transportation," he said. The reason, Carter said, is that a hydrogen infrastructure will be easier to install than people think. He referenced a study conducted by the University of California (which we've heard about before) that found that California would only need 68 hydrogen stations to refuel the roughly 10,000 H2 vehicles that Toyota hopes to sell in by 2016 or so. That's a lot more than the nine that exist today, but the state has already approved funding for 20 new stations by 2015 and then up to 100 by 2024. Then he said this: "If every vehicle in California ran on hydrogen, we could meet refueling logistics with only 15 percent of the nearly 10,000 gasoline stations currently operating in the state." "We could meet refueling logistics with only 15 percent of gasoline stations currently operating in CA" - Bob Carter This made us wonder: if the refueling time and range are roughly equivalent between hydrogen and gasoline – Toyota's hydrogen car is supposed to be able to go 300 miles on a five-minute fill-up - then why has the market decided that there should be 10,000 gas stations in California and why would 1,500 be sufficient for hydrogen? "If the locations are optimized," he said, "we don't need 10,000 stations." For example, at major intersections, instead of three gas stations, you'd really just need a single hydrogen one. "There are a lot of questions about the infrastructure, but it's coming. ... It's a hurdle that we've got to climb but it's not as steep as some may imagine." Toyota's Mike Michaels, the national manager, media and public affairs at Toyota Motor Sales, then stepped in to point out that there are gas stations closing and admitted that there might be too many gas stations in California.

Toyota, Daihatsu and Suzuki team up to unbox some fun-size electric kei vans

The G7 Summit is happening in Hiroshima, Japan, right now and some automakers have taken the opportunity to announce new projects. Toyota, their wholly owned subsidiary Daihatsu, and Suzuki (of which Toyota owns about 5%) made news with a trio of electric micro-vans built to kei car specifications. The battery-electric vans are part of an industry-wide push toward carbon neutrality. Kei-class vehicles, in addition to limited displacement gasoline engines, have strict dimensional restrictions that allow them to navigate the often narrow streets in dense urban areas. They're also privilege to certain tax breaks and parking benefits.  [gallery ids="2474953,2474954"] The engine size rules obviously don't apply to the electric vans, but they will still conform to the size boundaries. Kei vans are often used to solve the "last mile" problem in logistics since they're able to whiz around crowded streets inaccessible by larger commercial vehicles.  Daihatsu, which specializes in kei cars, will build the vans and name their variant the HiJet Cargo. The HiJet name has been a consistent one in the company's lineup since 1960, but these new versions will be front-wheel-drive in contrast to the rear-wheel-drive gasoline variants. Toyota's version will be called the Pixis Van, while Suzuki will be named the Every, a nameplate that's been around since 1982. Aside from the badges the vans appear identical. Range is said to be approximately 200km (124 miles) on a single charge.  The exhibition was held in conjunction with the Japan Automobile Manufacturers Association, which former Toyota CEO Akio Toyoda heads. Toyoda stepped down from the top position at the company his grandfather founded in April, but still takes a overseer role as Chairman. Toyoda was criticized for being slow to adopt EVs, and new CEO Koji Sato has emphasized the role of battery-electrics moving forward while still taking a multi-front approach to carbon neutrality with hydrogen and hybrids. These vans were likely in development before Toyoda's retirement, though.