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Product, Quality and Service

Tables on This Page

  1. Initial Quality Study – J.D. Power and Associates (3 months in service)
  2. GQRS Things Gone Wrong (TGW) (3 months in service)
  3. GQRS Customer Satisfaction (3 months in service)
  4. Vehicle Dependability Index – J.D. Power and Associates (3 years of ownership)
  5. Sales Satisfaction with Dealer/Retailer
  6. Service Satisfaction with Dealer/Retailer

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A

Initial Quality Study – J.D. Power and Associates (3 months in service)

Ford Motor Company U.S.
Problems per hundred vehicles
  2002 2003 2004 2005 2006 2007
Problems - Ford Motor Company 143 136 127 129 131 125
Problems - Industry average 133 133 119 118 124 125
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B

GQRS things gone wrong (TGW) (3 months in service)

Total things gone wrong per 1,000 vehicles
  2002 2003 2004 2005 2006 2007
  1,997 1,936 1,956 1,846 1,586 1,405
See notes to the data
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C

GQRS customer satisfaction (3 months in service)

Percent satisfied
  2002 2003 2004 2005 2006 2007
  72 73 74 73 74 76
See notes to the data
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D

Vehicle Dependability Index – J.D. Power and Associates (4-5 years of ownership)

Ford Motor Company U.S.
Problems per hundred vehicles
  2002 2003 2004 2005 2006 2007
Problems - Ford Motor Company 354 287 275 231 225 221
Problems - Industry average 355 273 269 237 227 216
See notes to the data
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E

Sales Satisfaction with Dealer/Retailer

Percent completely satisfied
  2002 2003 2004 2005 2006 2007
Ford Brand U.S. 75.0 77.0 78.0 80.0 81.0 82.0
Ford Brand Europe (UK, Germany, Italy, France, Spain) 74.4 76.7 79.1 80.1 80.7 79.7
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F

Service Satisfaction with Dealer/Retailer

Percent completely satisfied
  2002 2003 2004 2005 2006 2007
Ford Brand U.S. 61.0 65.0 67.0 66.0 70.0 72.0
Ford Brand Europe (UK, Germany, Italy, France, Spain) 60.8 63.6 65.2 66.4 66.9 67.7
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NOTES TO THE DATA

Table B and Table C

GQRS (Global Quality Research System) is a Ford-sponsored competitive research survey. GQRS is an early indicator of J.D. Power quality results. First-quarter 2008 GQRS customer satisfaction and TGW are 77 and 1,284 respectively. See the Economy section for a discussion of our efforts to improve quality.

Table D

Data for 2002 are from the survey's predecessor the "Vehicle Dependability Index" which measured 4 to 5 years of ownership.