LNG: TESLARATI

A recent survey among Tesla owners has shown that while the company’s electric cars are definitely well-loved, the electric car maker has notable areas of improvement with regards to its service network.

The annual survey was conducted by Bernstein, and this year, it involved input from 2018 Tesla owners. The study showed that 87% of the respondents admitted that they “love” their vehicles, a slight rise over the previous year’s 85%. More than 2/3 of the owners surveyed this year also stated that they bought an electric car to replace a “mainstream” vehicle, suggesting that Tesla is starting to make some waves beyond the luxury market.

While Tesla’s vehicles are well-loved by their owners, the company does have areas of improvement in its service network. Bernstein analyst Toni Sacconaghi outlined these points in a note to clients on Monday. “Tesla’s service and customer experience remain a relative weak spot, with little improvement in most areas and deterioration in several metrics versus our survey results from 2017,” he wrote.

According to the results of the survey, 42% of the respondents rated their service center experience as “excellent.” This represents a 15% decline over the previous year’s results, when 57% of the surveyed Tesla owners gave an “excellent” rating for their service center experience. Particularly telling is that respondents who visited the company’s service centers in the last three months were less satisfied with their experience due to issues such as longer wait times.

In contrast to the owners’ ratings for Tesla’s service network, the company’s mobile service received a very positive response among the participants of Bernstein’s survey, with 70% of respondents rating their experience as “excellent.”

As the company’s fleet of vehicles grows with the introduction of high-volume electric cars like the $35,000 Model 3 and the Model Y, Tesla rolled out initiatives to improve its customers’ service experience. Last year, the company opened in-house body shops in a number of locations across the United States, which allowed minor repairs to be addressed more efficiently. Earlier this month, Tesla also rolled out an update to its mobile app that showed owners live status updates on the work being done on their vehicles.

Tesla has further committed to increasing its investment in its service system until it can deliver same-day, if not same-hour turnaround times for customer concerns. The company outlined this in a blog post when it announced the $35,000 Model 3. “Most service (will be) done by us coming to you, rather than you coming to us. Moreover, we guarantee service availability anywhere in any country in which we operate,” the company wrote.

Bernstein has a “Perform” rating on Tesla stock (NASDAQ:TSLA), with a price target of $325 per share.

Tesla has revised its plan to wind down many of its retail stores in favor of keeping more stores open, but at the expense of increasing the price of Model S, Model X, and some Model 3 variants after March 18.

The update follows Tesla’s recent announcement that it would be shifting to an online-only sales model and closing many of its stores as a cost-cutting measure to support the new $35,000 Model 3.

“We will be closing some stores, and there will be a reduction in headcount…Unfortunately, there’s no way around it,” said Tesla CEO Elon Musk in a conference call. “We’re sort of in a binary choice. Reduce headcount and sell the $35,000 car and have fewer people, or not provide a $35,000 car.”

However, amid recent store closures and related staffing cuts, Tesla announced on Monday that it has decided to reopen some stores that are in high visibility areas.

“A few stores in high visibility locations that were closed due to low throughput will be reopened, but with a smaller Tesla crew.” noted Tesla. The company will evaluate the performance of approximately 20% store locations over the next few months before determining if they should remain open or close.

Tesla explains that by keeping more stores open, the company will need to raise the price of Model S, Model X and the more expensive Model 3 variants.

“As a result of keeping significantly more stores open, Tesla will need to raise vehicle prices by about 3% on average worldwide. In other words, we will only close about half as many stores, but the cost savings are therefore only about half.”

Tesla was expected to further reduce the price of Model S and Model X after realizing a 5-6% cost reduction from its transition to online-only sales. However, the vehicle price increase coming after March 18 will likely offset those plans until additional store closures take place.W

A copy of Tesla’s blog post explaining the new store and pricing update has been provided below.

Update on Tesla Stores and Pricing

The Tesla Team March 10, 2019

Last month, we announced that we would be winding down many of our stores and moving to online-only sales in order to pass the savings along to our customers.

Over the past two weeks we have been closely evaluating every single Tesla retail location, and we have decided to keep significantly more stores open than previously announced as we continue to evaluate them over the course of several months. When we recently closed 10% of sales locations, we selected stores that didn’t invite the natural foot traffic our stores have always been designed for. These are stores that we would have closed anyway, even if in-store sales made up our entire sales model. A few stores in high visibility locations that were closed due to low throughput will be reopened, but with a smaller Tesla crew. In addition, there are another 20% of locations that are under review, and depending on their effectiveness over the next few months, some will be closed and some will remain open.

As a result of keeping significantly more stores open, Tesla will need to raise vehicle prices by about 3% on average worldwide. In other words, we will only close about half as many stores, but the cost savings are therefore only about half.

Potential Tesla owners will have a week to place their order before prices rise, so current prices are valid until March 18th. There will be no price increase to the $35,000 Model 3. The price increases will only apply to the more expensive variants of Model 3, as well as Model S and X.

To be clear, all sales worldwide will still be done online, in that potential Tesla owners coming in to stores will simply be shown how to order a Tesla on their phone in a few minutes. And the generous return policy of 1000 miles or 7 days, whichever comes first, should alleviate the need for most test drives. However, cars will still be available for test drives at stores at the potential Tesla owner’s request. Stores will also carry a small number of cars in inventory for customers who wish to drive away with a Tesla immediately.

Tesla is reportedly looking into China-based Contemporary Amperex Technology Co Ltd (CATL) as a potential battery partner for Gigafactory 3, which is expected to start producing electric cars by the end of the year. CATL is among China’s most prominent battery suppliers, and it is on track to become the nation’s biggest manufacturer of lithium-ion batteries.

Bloomberg notes that the update was provided by people familiar with the discussions, who asked to remain anonymous due to the talks still being private. According to the publication’s sources, the two companies are discussing the possibility of a partnership for Gigafactory 3, but there is no guarantee yet that an agreement will be met.

Tesla has been showing signs that it is in the process of looking for battery suppliers for the upcoming facility, which is expected to produce both the Model 3 and Model Y for the local Chinese market. The company did mention a “fully qualified” vendor in its latest annual report, though Tesla also highlighted that it is working on adding more. This “qualified vendor” appears to be referenced by the recent report’s sources, who note that CATL is already discussing the required specifications of the battery cells with Tesla.

This is not the first time that rumors emerged about Tesla’s potential battery partner for Gigafactory 3. Last January, reports emerged pointing to Tesla allegedly signing a preliminary agreement with China’s Tianjin Lishen for the Shanghai-based factory’s batteries. The rumor was short-lived, with Tesla stating that no preliminary arrangements have been reached. It remains to be seen if the electric car maker will respond similarly to the recent CATL reports.

Having a formidable battery partner is a necessity for Tesla’s expansion plans in China. For the company to saturate the country’s electric car market, it should be able to manufacture affordable, high-volume vehicles that leave no compromises in terms of quality. For this to happen, Tesla must be able to make premium battery packs at scale. This is something that the company’s Chinese battery partner must keep in mind, as Panasonic, Tesla’s partner that supplies the cells for the Model S, 3, and X, admitted last year that some of the slowdowns in Gigafactory 1’s production could be blamed on its inability to meet the electric car maker’s demand. “The bottleneck for Model 3 production has been our batteries,” Panasonic’s automotive business head Yoshio Ito said.

Tesla’s Gigafactory 3 is showing a notable amount of progress over the past months, with recent statements from a Shanghai official estimating that the facility will be completed by May. Just as initially scheduled, tooling of the factory is expected to commence immediately after, allowing Tesla to produce its first locally-made Model 3 by the end of 2019.