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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

Autonomous Chrysler Pacficas join Lyft test fleet

Lyft has another year of building out its autonomous driving program under its belt, and the ride-hailing company has been expanding its testing steadily throughout 2019. The company says that it's now driving four times more miles on a quarterly basis than it was just six months ago, and has roughly 400 people worldwide dedicated to autonomous vehicle technology development. Going into next year, it's also expanding the program by adding a new type of self-driving test car to its fleet: Chrysler's Pacifica hybrid minivan, which is also the platform of choice for Waymo's current generation of self-driving car. The Pacifica makes a lot of sense as a ridesharing vehicle, since it's a perfect passenger car with easy access via the big sliding door and plenty of creature comforts inside. Indeed, Lyft says that it was chosen specifically because of its "size and functionality" and what those offer to the Lyft AV team when it comes to "experiment[ing] with the self-driving rideshare experience. Lyft says it's currently working on building these test vehicles out in order to get them on the road. Lyft's choice of vehicle is likely informed by its existing experience with the Pacificas, which it encountered when it partnered with Waymo starting back in May, with that company's autonomous vehicle pilot program in Phoenix, Arizona. That ongoing partnership, in which Waymo rides are offered on Lyft's ride-hailing network, is providing Lyft with plenty of information about how riders experience self-driving ride-hailing, Lyft says. In addition to Waymo, Lyft is also currently partnering with Aptiv on providing self-driving services commercially to the public through that company's Vegas AV deployment. In addition to adding Pacificas to its fleet alongside the current Ford Fusion test vehicles it has in operation, Lyft is opening a second facility in addition to its Level 5 Engineering Center, the current central hub of its global AV development program. Like the Level 5 Engineering Center, its new dedicated testing facility will be located in Palo Alto, and having the two close together will help "increase the number of tests we run," according to Lyft. The new test site is designed to host intersections, traffic lights, roadway merges, pedestrian pathways and other features of public roads, all reconfigurable to simulate a wide range of real-world driving scenarios.

Chrysler appoints new heads of Alfa Romeo and Ram

Chrysler has announced to two key appointments to its senior leadership, both of them taking immediate effect. First up is Reid Bigland, who has been named head of the Alfa Romeo brand for North America. Bigland has served until now as head of the Ram Truck brand, a portfolio he now hands over to Robert Hegbloom, who had served until now as its director.
As a result of the appointments, both Bigland and Hegbloom will take up seats on Chrysler's NAFTA Leadership Team, and Bigland will also join the Fiat Chrysler Group Executive Council - the highest decision-making body in the Fiat Chrysler Automobiles empire.
As per Sergio Marchionne's leadership style, Bigland will continue to serve in two major capacities, maintaining his role as president and CEO of Chrysler Canada. Other senior executives who hold multiple key portfolios include Harald Wester (who serves as the group's Chief Technology Officer and also overseas Alfa Romeo, Maserati and Abarth), Olivier Francois (group Chief Marketing Officer and head of the Fiat brand) and Michael Manley (head of the Asia-Pacific region and the Jeep brand).