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Post by TonyV on Apr 19, 2010 14:50:58 GMT -5
.Last Updated: April 19. 2010 11:17AM . Study: Ford's quality ranks first in customer satisfaction Bryce G. Hoffman / The Detroit News A study commissioned by Ford Motor Co. found that the Dearborn automaker now has the highest customer satisfaction with vehicle quality of all the major automobile manufacturers. Eighty-four percent of customers who purchased a 2010 Ford, Lincoln or Mercury said they were satisfied with the quality of their car or truck, according to the quarterly survey by the RDA Group of Bloomfield Hills. It conducts similar research for other automakers, and its findings have historically mirrored the results of research by J.D. Power and Associates, Consumer Reports and others. Ford has been identified as a quality leader by those organizations as well. "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's global quality czar. "All the third parties' studies are showing the same thing: Ford now has world-class quality." Ford said its customer satisfaction scores are now significantly higher than all other full-line automotive manufacturers, including Asian and European automakers, citing the RDA results. They showed Ford has the fewest number of vehicle defects, or "things gone wrong," after the first three months of ownership -- 1,107 issues per 1,000 vehicles -- an 8 percent improvement over last year. Ford said further proof of its quality gains comes from its warranty claims. Repair rates for vehicles in the first three months of service have dropped by more than 40 percent over the past three years, the company said. "Ford has proven its commitment to quality by demonstrating steady improvements through consistency and discipline." said Donald Pietrowski, president of the RDA Group. "Those improvements are clearly reflected in rising customer satisfaction with its products." His company said Ford vehicles had the highest customer satisfaction in eight segments, the highest being the Fusion Hybrid with 93 percent and Ford Taurus with 92 percent. Other segment leaders were: • Mercury Milan Hybrid • Ford Focus • Mercury Mountaineer • Ford Expedition • Lincoln Navigator • Ford Ranger The last four are older products that have not seen a significant redesign in years. "While we are proud of the progress we've made, we know how important it is to keep the momentum going," Fowler said. "We can never be satisfied." From The Detroit News: detnews.com/article/20100419/AUTO01/4190387/1148/#ixzz0lZrYvovi
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Post by TonyV on Apr 19, 2010 14:55:20 GMT -5
Ford Now Has Industry's Highest Customer Satisfaction With Quality, New Survey Shows DEARBORN, Mich., April 19 /PRNewswire-FirstCall/ -- Ford Motor Company (NYSE: F) 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 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.
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.
SOURCE Ford Motor Company
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