Ford now has Industry’s Highest Customer Satisfaction, Survey Says



DEARBORN, April 19, 2010 – Ford Motor Company now has the highest customer satisfaction

with vehicle quality among all major automakers, a new consumer research study shows.

Eighty-four percent of customers who purchased 2010 model-year Ford, Lincoln and Mercury

cars and trucks are satisfied with the quality of their vehicle, a 4 percentage point improvement

since the fourth quarter of 2009, according to the first quarter Global Quality Research System

(GQRS) study conducted for Ford by RDA Group of Bloomfield Hills, Mich.

With the improvement, Ford’s customer satisfaction scores are now significantly higher than all

other full-line automotive manufacturers, including Asian and European automakers, according

to the study.

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. Owners of 2010 model

Ford, Lincoln and Mercury owners reported 1,107 TGWs per 1,000 vehicles — an 8 percent

improvement compared to last year.

“To become the No. 1 automaker in terms of customer satisfaction with vehicle quality is

amazing accomplishment and testament to the whole company’s commitment to quality,” said

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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.

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“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.

About Ford Motor Company


Ford Motor Company, a global automotive industry leader based in Dearborn, Mich.,

manufactures or distributes automobiles across six continents. With about 198,000 employees

and about 90 plants worldwide, the company’s automotive brands include Ford, Lincoln,

Mercury and, until its sale, Volvo. The company provides financial services through Ford Motor

Credit Company.


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