Product, Quality and Service - Data - Financial Health - Sustainability Report 2013/14

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

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Table

Total “things gone wrong” per 1,000 vehicles

2008	2009	2010	2011	2012	2013
1,287	1,206	1,140	1,447	1,373	1,388

Third party rating

Data notes and analysis

Global full-year “things gone wrong” (TGW) was 1,388 compared to 1,373 in 2012, an increase of 1 percent. In the past several years, we have been dramatically increasing the innovative technologies in our vehicles, the number of new models we introduce, and the speed with which we release them. In addition, we are boosting production in the U.S. and other regions to match growing demand for our vehicles. All of these trends increase the pressure on both our own and our suppliers’ design, production and quality systems. The Global Quality Research System (GQRS) is a Ford-sponsored competitive research survey. For the 2011 model year, we began reporting global GQRS TGW data. In previous years we had reported only North American region GQRS TGW data. In addition, we changed the GQRS survey to include additional questions on vehicle entertainment and information systems. Therefore, the 2011 results are not comparable to previous years.

B. GQRS Customer Satisfaction (3 months in service)

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Percent satisfied

2008	2009	2010	2011	2012	2013
77	80	82	68	72	72

Third party rating

Data notes and analysis

In 2013, global full-year customer satisfaction was 72 percent, the same as in 2012. In the past several years, we have been dramatically increasing the innovative technologies in our vehicles, the number of new models we introduce, and the speed with which we release them. In addition, we are boosting production in the U.S. and other regions to match growing demand for our vehicles. All of these trends increase the pressure on both our own and our suppliers’ design, production and quality systems. The Global Quality Research System (GQRS) is a Ford-sponsored competitive research survey. For the 2011 model year, we began reporting global GQRS TGW data. In previous years we had reported only North American region GQRS TGW data. In addition, we changed the GQRS survey to include additional questions on vehicle entertainment and information systems. Therefore, the 2011 results are not comparable to previous years.

C. Sales Satisfaction with Dealer/Retailer

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Net promoter score

	2008	2009	2010	2011	2012	2013
Ford Brand U.S.	84.0	82.0	84.0	85.0	87.0	88.0
Ford Brand Europe (UK, Germany, Italy, France, Spain)¹	81.0	77.0	79.0	82.0	86.5	86.5
Asia Pacific Africa²	NA	NA	52.0	66.0	69.0	75.0

Data notes and analysis

European sales and service satisfaction with dealers and retailers are net promoter scores based on 24 European markets, including Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, the Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.
We initiated the sales satisfaction with dealer/retailer in our Asia Pacific Africa region in 2010.

D. Service Satisfaction with Dealer/Retailer

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Table

Net promoter score

	2008	2009	2010	2011	2012	2013
Ford Brand U.S.	74.0	74.0	75.0	75.0	78.0	77.0
Ford Brand Europe (UK, Germany, Italy, France, Spain)¹	70.0	67.0	59.0	64.0	71.5	72.5
Asia Pacific Africa²	NA	NA	32.0	56.0	63.0	72.0

Data notes and analysis

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.

European sales and service satisfaction with dealers and retailers are net promoter scores based on 24 European markets, including Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, the Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.
We initiated the service satisfaction with dealer/retailer in our Asia Pacific Africa region in 2010.