Product, Quality and Service

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A. GQRS Things Gone Wrong (TGW) (three months in service)

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Table

Total things gone wrong per 1,000 vehicles

2005	2006	2007	2008	2009	2010
1,846	1,586	1,405	1,287	1,206	1,140

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.

Analysis

Ford and Honda were statistically equal and had the fewest number of vehicle defects or “things gone wrong” (TGW) among full-line manufacturers in 2010, capping six years of improvement. We have achieved these quality improvements by using our rigorous Global Quality Operating System, including cutting-edge virtual manufacturing.

B. GQRS Customer Satisfaction (three months in service)

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Percent satisfied

2005	2006	2007	2008	2009	2010
73	74	76	77	80	82

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.

Analysis

Customer satisfaction rose to 82 percent, a 2 percentage-point gain over 2009 and statistically better than Toyota and Honda. This gain is largely the result of introducing high-quality, exciting new products.

C. Sales Satisfaction with Dealer/Retailer

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Net promoter score

	2005	2006	2007	2008	2009	2010
Ford Brand U.S.	80.0	81.0	82.0	84.0	82.0	84.0
Ford Brand Europe (UK, Germany, Italy, France, Spain)	80.1	80.7	79.7	81.0	77.0	82.0

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D. Service Satisfaction with Dealer/Retailer

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Net promoter score

	2005	2006	2007	2008	2009	2010
Ford Brand U.S.	66.0	70.0	72.0	74.0	74.0	74.0
Ford Brand Europe (UK, Germany, Italy, France, Spain)	66.4	66.9	67.7	70.0	67.0	69.0

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. The improvement from 2004 is significant.