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Product Quality and Customer Satisfaction

Data on this page:

  1.  GQRS “Things Gone Wrong” (TGW) (3 Months in Service) by Region
  2.  GQRS Customer Satisfaction (3 Months in Service) by Region
  3.  Sales Satisfaction With Dealer/Retailer
  4.  Service Satisfaction With Dealer/Retailer

View all data on this page as  charts |  tables

As part of a review of our data collection and disclosure in line with the new GRI Standards, we no longer report data on First-Time Ford Buyers or Owner Loyalty. For information on customer satisfaction see the remaining data on this page.

A. GQRS “Things Gone Wrong” (TGW) (3 Months in Service) by Region

Total “Things Gone Wrong” per 1,000 vehicles

 201420152016
North America1,3921,2651,273
South America1,4721,2071,119
Europe1,3021,2321,379
Asia Pacific917846788
Middle East & Africa1,046775510
  •  Third-party rating

Data notes and analysis:

“Things Gone Wrong” data is based on model years.

Also see:

B. GQRS Customer Satisfaction (3 Months in Service) by Region

Percent highly satisfied

 201420152016
North America798181
South America687068
Europe737573
Asia Pacific697168
Middle East & Africa626770
  •  Third-party rating

Data notes and analysis:

Customer satisfaction data is based on model years.

Also see:

C. Sales Satisfaction With Dealer/Retailer

Net Promoter Score

 201420152016
Ford Brand U.S.878791
Ford South America778287
Ford Brand Europe888587
Ford Brand Asia Pacific1849092
Middle East & Africa647483

Data notes and analysis:

The Ford Customer Experience performance calculation is based on a consistent methodology across all Ford global markets. This metric comprises a six-question index using key performance indicators for both sales and service. The reported metrics are based on customer ratings using a five-point rating scale, and are summarized using a Net Promoter calculation.

Sales satisfaction with dealer/retailer data is based on calendar years.

  1. We initiated the sales satisfaction with dealer/retailer in our Asia Pacific Africa region in 2010. From 2010 to 2013 this data includes 10 Asia Pacific markets (Australia, China CAF, India, Indonesia, Japan, New Zealand, Philippines, Taiwan, Thailand and Vietnam) and South Africa. In 2014, South Africa data was removed as part of the new regional organization. Beginning in 2015, the Asia Pacific data includes the 10 Asia Pacific markets plus Korea, Malaysia and 18 emerging Asia Pacific markets.

Also see:

D. Service Satisfaction With Dealer/Retailer

Net Promoter Score

 201420152016
Ford Brand U.S.757580
South America597178
Ford Brand Europe757377
Ford Brand Asia Pacific1808588
Middle East & Africa325666

Data notes and analysis:

The Ford Customer Experience performance calculation is based on a consistent methodology across all Ford global markets. This metric comprises a six-question index using key performance indicators for both sales and service. The reported metrics are based on customer ratings using a five-point rating scale, and are summarized using a Net Promoter calculation.

Sales satisfaction with dealer/retailer data is based on calendar years.

  1. We initiated the sales satisfaction with dealer/retailer in our Asia Pacific Africa region in 2010. From 2010 to 2013 this data includes 10 Asia Pacific markets (Australia, China CAF, India, Indonesia, Japan, New Zealand, Philippines, Taiwan, Thailand and Vietnam) and South Africa. In 2014, South Africa data was removed as part of the new regional organization. Beginning in 2015, the Asia Pacific data includes the 10 Asia Pacific markets plus Korea, Malaysia and 18 emerging Asia Pacific markets.

Also see: