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Financial Health

Global and Regional Quality Improvements

The following are key measures of our vehicle quality:

Global Warranty Spending

  • Global warranty spending per unit decreased 3.4 percent in 2013, compared with 2012.
  • Global warranty costs increased by $365 million over the last four years (from year-end 2009 to year-end 2013). Warranty costs are expected to decrease by 16 percent from 2013 to 2018.

GQRS Initial Quality (Three Months in Service) Report 2013

  • In 2013, global full-year customer satisfaction was 72 percent, the same as in 2012.
  • In 2013, global full-year “things gone wrong” (TGW) was 1,388 per 1,000 vehicles compared with 1,373 in 2012, an increase of 1 percent.

In North America in 2013:

  • Customer satisfaction was 78 percent compared with 79 percent in 2012.
  • Full-year TGW was 1,650 per 1,000 vehicles compared with 1,514 in 2012, an increase of 9 percent.
  • The number of Ford Motor Company safety recalls decreased from 24 in 2012 to 16 in 2013; the number of affected units also decreased from 1.4 million to 1.2 million. Warranty spending increased by 3.2 percent in 2013, compared with 2012.
  • Ford’s customer satisfaction with dealership sales experiences improved 1 point in 2013 compared with 2012 and 7 points since 2006. Customer satisfaction with vehicle service experiences declined by 1 point from 2012 to 2013, but has increased 7 points overall since 2006.

In Europe in 2013:

  • Customer satisfaction increased to 71 percent in 2013, up 3 percentage points from 2012.
  • Full-year TGW improved significantly to 1,302 per 1,000 vehicles compared with 1,573 in 2012, a 17 percent improvement.
  • Sales satisfaction with dealer or retailer remained the same as in 2012. Service satisfaction with dealer or retailer increased by 1 point from 2012 to 2013.1
  • Warranty spending decreased by 13 percent compared with 2012.

In Asia Pacific in 2013:

  • Customer satisfaction increased to 68 percent, up 1 percentage point compared with 2012.
  • Full-year TGW was 946 per 1,000 vehicles compared with 870 in 2012, a 9 percent increase.
  • Sales satisfaction with dealer or retailer improved by 6 points from 2012 to 2013. Service satisfaction with dealer or retailer improved by 9 points in that time.
  • Warranty spending decreased by 0.5 percent compared with 2012.

In South America in 2013:

  • Customer satisfaction was 65 percent in 2013, the same as 2012.
  • Full-year TGW was 1,723 per 1,000 vehicles compared with 1,416 in 2012, a 22 percent increase.
  • Warranty spending increased by 7 percent compared with 2012.

Owner Loyalty

Owner loyalty is a measure of customers disposing of one Ford product and buying a new Ford product. In the U.S., owner loyalty increased in 2013 to 49.9 percent compared with 47.7 percent in 2012. In Europe, Ford owner loyalty decreased slightly to 51 percent from 52 percent in 2012.

  1. 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.