Data: Product, Quality and Service

Data on this page

  1. GQRS “Things Gone Wrong” (TGW) (3 months in service)
  2. GQRS Customer Satisfaction (3 months in service)
  3. Sales Satisfaction with Dealer/Retailer
  4. Service Satisfaction with Dealer/Retailer

View all data on this page as charts | tables

A. GQRS “Things Gone Wrong” (TGW) (3 months in service)

Total “things gone wrong” per 1,000 vehicles

2007 2008 2009 2010 2011 2012
1,405 1,287 1,206 1,140 1,447 1,373
  • Third party rating

Notes to Data

Lower numbers show improvement. For the 2011 model year, we changed the GQRS survey to include additional questions on vehicle entertainment and information systems. Therefore, 2011 results are not comparable to previous years. The Global Quality Research System (GQRS) is a Ford-sponsored competitive research survey. The GQRS is a good indicator of other quality results.

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B. GQRS Customer Satisfaction (3 months in service)

Percent satisfied

2007 2008 2009 2010 2011 2012
76 77 80 82 68 72
  • Third party rating

Notes to Data

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

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C. Sales Satisfaction with Dealer/Retailer

Net promoter score

  2007 2008 2009 2010 2011 2012
Ford Brand U.S. 82.0 84.0 82.0 84.0 85.0 87.0
Ford Brand Europe (UK, Germany, Italy, France, Spain)1 79.7 81.0 77.0 79.0 82.0 86.5
Asia Pacific and Africa2       52 66 69

Notes to Data

  1. European sales and service satisfaction with dealers and retailers are based on 23 European markets including Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, Slovenia, Spain, Sweden, Switzerland, Turkey, and the United Kingdom. In past years, the data was mis-labeled as reflecting only UK, Germany, Italy, France, and Spain.
  2. We initiated the sales satisfaction with dealer/retailer in our Asia Pacific and Africa region in 2010.
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D. Service Satisfaction with Dealer/Retailer

Net promoter score

  2007 2008 2009 2010 2011 2012
Ford Brand U.S. 72.0 74.0 74.0 75.0 75.0 78.0
Ford Brand Europe (UK, Germany, Italy, France, Spain)1 67.7 70.0 67.0 59.0 64.0 71.5
Asia Pacific and Africa2       32.0 56.0 63.0

Notes to Data

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.

  1. European sales and service satisfaction with dealers and retailers are based on 23 European markets including Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, Slovenia, Spain, Sweden, Switzerland, Turkey, and the United Kingdom. In past years, the data was mis-labeled as reflecting only UK, Germany, Italy, France, and Spain.
  2. We initiated the service satisfaction with dealer/retailer in our Asia Pacific and Africa region in 2010.
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