PRODUCT QUALITY AND SAFETY

Data: Product Quality

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

Total “things gone wrong” per 1,000 vehicles

Select years

  2009 2010 2011 2012 2013 2014
North America 1,430 1,358 1,449 1,514 1,650 1,392
South America 2,258 2,126 1,510 1,416 1,724 1,472
Europe 2,224 1,827 1,747 1,573 1,302 1,302
Asia Pacific 2,266 1,979 1,100 860 941 917
Middle East & Africa 1,977 1,814 1,122 1,535 1,311 1,046
  • Third party rating

Data notes and analysis:

We no longer report overall quality data for all global regions combined. Quality performance is dependent on regional operations. Therefore we will only report regional quality data moving forward. “Things gone wrong” data are based on model years.

Also see:

B. GQRS Customer Satisfaction (3 months in service) by Region

Percent satisfied

Select years

  2009 2010 2011 2012 2013 2014
North America 78 80 79 79 78 79
South America 68 66 66 65 65 68
Europe 58 59 62 68 71 73
Asia Pacific 48 48 59 67 68 69
Middle East & Africa 55 56 54 69 63 62
  • Third party rating

Data notes and analysis:

We no longer report overall quality data for all global regions combined. Quality performance is dependent on regional operations. Therefore we will only report regional quality data moving forward. Customer satisfaction data are based on model years.

Also see:

C. Sales Satisfaction with Dealer/Retailer

Net promoter score

Select years

  2009 2010 2011 2012 2013 2014
Ford Brand U.S. 82.0 84.0 85.0 87.0 88.0 87.0
South America 75.0 78.0 80.0 73.0 74.0 77.0
Europe1 77.0 82.0 82.0 86.5 87.0 88.0
Asia Pacific2 NA 52.0 66.0 69.0 75.0 84.0
Middle East & Africa3 NA NA 72.0 51.0 62.0 64.0

Data notes and analysis:

NA = Not available.

Sales satisfaction with Dealer/Retailer data are based on calender years.

  1. European sales and service satisfaction with dealers and retailers are net promoter scores based on 22 European markets, including Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, the Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, Spain, Sweden, Switzerland, Turkey and the United Kingdom.
  2. We initiated the sales satisfaction with dealer/retailer in our Asia Pacific Africa region in 2010. From 2010–2013 this data includes 10 Asia Pacific markets (Australia, China CAF, India, Indonesia, Japan, New Zealand, Philippines, Taiwan, Thailand, and Vietnam) and South Africa. In 2014, South Africa data was removed as part of the new regional organization. Beginning in 2015, the Asia Pacific data will include the 10 Asia Pacific markets plus Korea, Malaysia, and 18 emerging Asia Pacific markets.
  3. For 2011–2013, Middle East sales and service satisfaction data is based on the following countries: Saudi Arabia, Kuwait, UAE, Oman, Bahrain, and Qatar. In 2014, we added, Jordan, Iraq, and Lebanon to the survey.

Also see:

D. Service Satisfaction with Dealer/Retailer

Net promoter score

Select years

  2009 2010 2011 2012 2013 2014
Ford Brand U.S. 74.0 75.0 75.0 78.0 77.0 75.0
South America 63.0 67.0 71.0 73.0 60.0 59.0
Europe1 67.0 69.0 64.0 71.5 73.0 75.0
Asia Pacific2 NA 35.0 56.0 63.0 72.0 80.0
Middle East & Africa3 NA NA 40.0 21.0 31.0 32.0

Data notes and analysis:

NA = Not available.

Sales satisfaction with Dealer/Retailer data are based on calender years.

  1. European sales and service satisfaction with dealers and retailers are net promoter scores based on 22 European markets, including Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, the Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, Spain, Sweden, Switzerland, Turkey and the United Kingdom.
  2. We initiated the sales satisfaction with dealer/retailer in our Asia Pacific Africa region in 2010. From 2010–2013 this data includes 10 Asia Pacific markets (Australia, China CAF, India, Indonesia, Japan, New Zealand, Philippines, Taiwan, Thailand, and Vietnam) and South Africa. In 2014, South Africa data was removed as part of the new regional organization. Beginning in 2015, the Asia Pacific data will include the 10 Asia Pacific markets plus Korea, Malaysia, and 18 emerging Asia Pacific markets.
  3. For 2011–2013, Middle East sales and service satisfaction data is based on the following countries: Saudi Arabia, Kuwait, UAE, Oman, Bahrain, and Qatar. In 2014, we added, Jordan, Iraq, and Lebanon to the survey.

Also see:

E. First-time Ford Buyers (Owners who Acquired a New Vehicle for the First Time)

Percent of first-time buyers

Select years

  2009 2010 2011 2012 2013 2014
Ford Motor Company U.S. 8.71 8.4 10.1 10.6 10.8 11.1
Ford Motor Company Europe (UK, Germany, Italy, France, Spain) 10.0 8.0 9.0 7.0 7.0 8.0

Data notes and analysis:

  1. We have corrected the 2009 first time buyer number to correct an error.

Also see:

F. Owner Loyalty (Customers Disposing of a Ford Motor Company Product and Acquiring Another)

Percent loyal to corporation

Select years

  2009 2010 2011 2012 2013 2014
Ford Motor Company U.S. 42.1 49.7 48.6 47.7 49.1 50.4
Ford Motor Company Europe (UK, Germany, Italy, France, Spain) 49.0 45.0 51.0 52.0 51.0 54.0

Also see:

  • G4-22