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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 Yaris iA, Mazda CX-3 sales show crossover formula isn't an automatic win

While 2017 was another watershed year for crossovers, in one interesting case, a crossover had its lunch eaten by its sedan counterpart. In the past year, Toyota sold nearly 36,000 Yaris iAs, a sedan that is identical to the foreign-market Mazda2 in everything but Toyota's ugly front bumper. In the same time frame, Mazda sold just over 16,000 CX-3s, a subcompact crossover based on the Mazda2. Not only that, but the Yaris iA saw an increase of around 8,000 units over 2016, and the CX-3 sold about 2,000 fewer units than in 2016. View 29 Photos There are a few reasons this is surprising. First of course is that the crossover market is surface-of-the-sun hot right now, so much so that primarily crossover-building brand Subaru saw its best sales year ever last year. Even Mazda's other crossovers, the CX-5 and CX-9 saw better sales in 2017 than in 2016. But on paper, the CX-3 has a number of advantages compared to the Yaris iA. The CX-3 has a larger 2.0-liter four-cylinder that makes about 40 more horsepower than the 1.5-liter engine in the Toyota. Also, while the cargo area behind the rear seats in the CX-3 is about one cubic foot smaller than the iA, it has the added flexibility of being a hatchback, and thus having more capability when it comes to large, bulky items. And of course, the CX-3 is quite a shapely machine compared with the awkward, angry-looking iA. That's not to say the iA doesn't have any of its own advantages. It gets 3 more mpg in the city and 6 more on the highway than the CX-3. It also costs roughly $3,000 to $4,000 less than a CX-3 and can be found at more dealers than the Mazda. But it's still surprising that a car, especially a sedan, can outsell a mechanically very similar crossover. Apparently the formula of adding more ground clearance and plastic fenders isn't foolproof. Then again, maybe it's not such a big deal to Mazda, since the CX-3's total sales were just over a tenth that of the Mazda CX-5. Related Video:

Lexus eschews production in China over quality concerns

One of the more popular trends in the auto industry is setting up production operations in China. Mainstream manufacturers like Ford, General Motors and Volkswagen have done it, and even luxury marques like Audi, BMW and Mercedes-Benz have or will soon have manufacturing ops in the People's Republic.
One company that isn't building cars in China, though, is Lexus. The Toyota-owned luxury brand still manufactures all of its vehicles in Japan (aside from a few RXs, which are built at a Toyota factory in Canada). According to Tokuo Fukuichi, Lexus just isn't ready to build cars there yet.
"The German Three have a brand image that they have cultivated over the past century in their long history, but Lexus is not in people's minds like that yet," Fukuichi-san told Reuters UK.