A new consumer research study shows Ford Motor Company now has the highest customer satisfaction with vehicle quality among all major automakers.
According to the Global Quality Research System (GQRS) study conducted for Ford by RDA Group of Bloomfield Hills, Mich., 84 percent of customers who purchased 2010 model-year Ford, Lincoln and Mercury cars and trucks are satisfied with the quality of their vehicle. This is a 4 percentage improvement since the fourth quarter of 2009.
With the improvement, Ford’s customer satisfaction scores are now significantly higher than all other full-line automotive manufacturers, including Asian and European automakers.
The study also showed Ford has the fewest number of vehicle defects or “things gone wrong” among all full-line manufacturers in the first three months of ownership.
“To become the No. 1 automaker in terms of customer satisfaction with vehicle quality is [an] amazing accomplishment and testament to the whole company’s commitment to quality,” said Bennie Fowler, Ford group vice president, Global Quality. “All the third parties’ studies are showing the same thing – Ford now has world-class quality.”
As Ford’s quality has improved, it has reduced warranty repair rates on vehicles in their first three months of service by an average of more than 40 percent in every major business region around the world in the past three years.
“Ford has proven its commitment to quality by demonstrating steady improvements through consistency and discipline,” said Donald Pietrowski, president, RDA Group. “Those improvements are clearly reflected in rising customer satisfaction with its products.”
Ford captured eight segment leaders in customer satisfaction, TGW or both. Notably, Fusion Hybrid owners now report 93 percent satisfaction with the quality of their vehicle while 92 percent of Taurus owners are satisfied.
The following models led their respective segments in the survey:
• Taurus – Satisfaction leader D/E car.
• Fusion Hybrid –Satisfaction leader C/D car
• Milan Hybrid – TGW leader C/D car
• Focus — Satisfaction leader C car
• Mountaineer – TGW leader Medium Traditional Utility
• Expedition – TGW and Satisfaction leader Large Utility
• Navigator – TGW and Satisfaction Leader Large Premium Utility
• Ranger – TGW and Satisfaction Leader Compact Pickup
These dramatic gains in quality have also contributed to a 23 percent year-over-year improvement in the resale values of Ford vehicles with one to five years on the road – outpacing the industry average by 4 percentage points.
“While we are proud of the progress we’ve made, we know how important it is to keep the momentum going,” said Fowler. “We can never be satisfied.”
The GQRS study is conducted on a quarterly basis with scores assessed from survey responses collected from owners of vehicles purchased within specific time frames.
New vehicle owners are asked to report any defects or issues as well as rate their satisfaction with vehicle quality on a scale of 1 to 10 across an array of vehicle systems and features.
Source: Ford Motor Company
Stop by Beach Ford in Virginia Beach or Suffolk today, and see what keeps Ford customers so satisfied.