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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

Steve Carlisle replaces Johan de Nysschen as head of Cadillac

Johan de Nysschen, a longtime automotive industry executive, is out the door at Cadillac after four years at the helm of GM's flagship luxury brand. Steve Carlisle will replace de Nysschen as General Motors senior vice president and president, Cadillac. Carlisle previously served as president and managing director of GM Canada. Travis Hester will replace Carlisle in that role, starting immediately. "We appreciate Johan's efforts over the last four years in setting a stronger foundation for Cadillac," said General Motors President Dan Ammann. That strong foundation is mostly seen overseas. Cadillac has seen record sales in China under de Nysschen's watch, but has continued to flounder in its home market of the United States with market share significantly lower than rival brands like Audi, BMW, Lexus, and Mercedes-Benz. Growth in the U.S. market is mostly happening with crossovers and SUVs, and Cadillac has been trailing its German and Japanese rivals on that front. The brand-new XT4 is seen as a big potential sales booster for the automaker, but its late arrival has already hurt the brand's sales figures here in America. "Looking forward, the world is changing rapidly, and, beginning with the launch of the new XT4, it is paramount that we capitalize immediately on the opportunities that arise from this rate of change," said Ammann. "This move will further accelerate our efforts in that regard." Carlisle will report directly to Ammann in his role as the head of the Cadillac brand. Related Video:

GM outlines strategy for new products, growth in China

"Our strategic plan is a pathway to earn customers for life and create significant shareholder value in the process." - Mary Barra
General Motors laid out ambitious plans on Wednesday to become the world's "most valued automotive company," a goal it says it can reach by strengthening its business in China, rebuilding the Cadillac luxury brand and fixing the foundering GM Europe operations.