Data
Product, Quality and Service
Data on this page
A. GQRS “Things Gone Wrong” (TGW) (3 months in service)
Total “things gone wrong” per 1,000 vehicles
| 2011 |
|---|
| 1,447 |
- 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. 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.
Analysis
In 2011, TGW degraded slightly compared to 2010 due to new entertainment and communication technologies and transmission issues.
B. GQRS Customer Satisfaction (3 months in service)
Percent satisfied
| 2011 |
|---|
| 68 |
- 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. For the 2011 model year, we began reporting global GQRS Customer Satisfaction data. In previous years, we had reported only North American region GQRS Customer Satisfaction data. In addition, we changed the GQRS survey to include additional questions on vehicle entertainment and information systems. Therefore, 2011 results are not comparable to previous years.
C. Sales Satisfaction with Dealer/Retailer
Net promoter score
| 2006 | 2007 | 2008 | 2009 | 2010 | 2011 | |
|---|---|---|---|---|---|---|
| Ford Brand U.S. | 81.0 | 82.0 | 84.0 | 82.0 | 84.0 | 85.0 |
| Ford Brand Europe (UK, Germany, Italy, France, Spain) | 80.7 | 79.7 | 81.0 | 77.0 | 79.0 | 82.0 |
D. Service Satisfaction with Dealer/Retailer
Net promoter score
| 2006 | 2007 | 2008 | 2009 | 2010 | 2011 | |
|---|---|---|---|---|---|---|
| Ford Brand U.S. | 70.0 | 72.0 | 74.0 | 74.0 | 74.0 | 74.0 |
| Ford Brand Europe (UK, Germany, Italy, France, Spain) | 66.9 | 67.7 | 70.0 | 67.0 | 59.0 | 64.0 |
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.