Product, Quality and Service

The Global Quality Research System (GQRS) is a Ford-sponsored competitive research survey. The GQRS is a good indicator of other quality results.

Ford had the fewest number of vehicle defects or "things gone wrong" among all full-line manufacturers in the first three months of ownership, capping five straight years of improvement. We have achieved these quality improvements by using our rigorous Global Quality Operating System, including cutting-edge virtual manufacturing. For more information about our quality system and results please see Customer Satisfaction and Quality.

The Global Quality Research System (GQRS) is a Ford-sponsored competitive research survey. GQRS is a good indicator of other quality results.

Customer satisfaction rose to 80 percent in 2009, a three percentage point gain over 2008. This gain is largely the result of introducing high-quality, exciting new products. For the first quarter of 2010 this figure has risen to 84 percent, putting us statistically ahead of all other full-line manufacturers. For more information about our quality system and results, please see Customer Satisfaction and Quality.

U.S. sales satisfaction decreased slightly in 2009 vs. 2008. This decrease was largely attributed to the "Cash for Clunkers" program, which stressed dealer resources. In Europe, dealers took steps during late 2008 and early 2009 to reduce costs in response to the economic crisis. This typically involved cutting administrative manpower and resources. By mid-2009 it became clear that this was negatively impacting customer sales and service satisfaction net promoter scores, due to a shift from "completely satisfied" to "very satisfied." Dealers were investing less time and effort to follow up with customers, address any concerns, and ensure that they were completely satisfied. A comprehensive improvement program was immediately implemented throughout Europe. Monthly scores recovered strongly and finished the year on track to return to Business Plan target levels in 2010.

Prior to 2008, only warranty repair visits were measured. Starting in 2009, customer-paid repair and maintenance visits are also included. These additions have had a small negative impact on the 2009 score. The improvement from 2004 is significant.

Service satisfaction remained steady in the United States from 2008 to 2009. It decreased by five points in Europe. In Europe, dealers took steps during late 2008 and early 2009 to reduce costs in response to the economic crisis. This typically involved cutting administrative manpower and resources. By mid-2009 it became clear that this was negatively impacting customer sales and service satisfaction net promoter scores, due to a shift from "completely satisfied" to "very satisfied". Dealers were investing less time and effort to follow up with customers, address any concerns, and ensure that they were completely satisfied. A comprehensive improvement program was immediately implemented following the cancellation of the Customer Viewpoint Program (our internal measure of customer satisfaction with the dealer sales and service experience) at the end of 2008. Scores recovered strongly following reintroduction of the program in September, but did not get back to prior year levels.