Product, Quality and Service
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Data On This Page
A. GQRS Things Gone Wrong (TGW) (3 months in service)
Total things gone wrong per 1,000 vehicles
| 2003 | 2004 | 2005 | 2006 | 2007 | 2008 |
|---|---|---|---|---|---|
| 1,936 | 1,956 | 1,846 | 1,586 | 1,405 | 1,287 |
- Third party rating
B. GQRS Customer Satisfaction (3 months in service)
Percent satisfied
| 2003 | 2004 | 2005 | 2006 | 2007 | 2008 |
|---|---|---|---|---|---|
| 73 | 74 | 73 | 74 | 76 | 77 |
- Third party rating
C. Sales Satisfaction with Dealer/Retailer
Percent completely satisfied
| 2003 | 2004 | 2005 | 2006 | 2007 | 2008 | |
|---|---|---|---|---|---|---|
| Ford Brand U.S. | 77.0 | 78.0 | 80.0 | 81.0 | 82.0 | 84.0 |
| Ford Brand Europe (UK, Germany, Italy, France, Spain) | 76.7 | 79.1 | 80.1 | 80.7 | 79.7 | 81.0 |
D. Service Satisfaction with Dealer/Retailer
Percent completely satisfied
| 2003 | 2004 | 2005 | 2006 | 2007 | 2008 | |
|---|---|---|---|---|---|---|
| Ford Brand U.S. | 65.0 | 67.0 | 66.0 | 70.0 | 72.0 | 74.0 |
| Ford Brand Europe (UK, Germany, Italy, France, Spain) | 63.6 | 65.2 | 66.4 | 66.9 | 67.7 | 70.0 |
Notes to the Data
Chart A and Chart B
The Global Quality Research System (GQRS) is a Ford-sponsored competitive research survey. GQRS is a good indicator of other quality results. Full-year 2008 GQRS customer satisfaction and "things gone wrong" (TGW) are 77 and 1,287 respectively. See the Economy section for a discussion of our efforts to improve quality.
Chart C
Note that the measure changed in 2005 from "Percent Completely Satisfied" to "Net Promoter Score." The data has been recalculated to reflect Net Promoter Scores.