Products

Data: Product Quality and Customer Satisfaction

View all data on this page as  charts |  tables

A. GQRS “Things Gone Wrong” (TGW) (3 Months in Service) by Region

Total “Things Gone Wrong” per 1,000 vehicles

 201320142015
North America1,6501,3921,265
South America1,7241,4721,207
Europe1,3021,3021,232
Asia Pacific941917846
Middle East & Africa1,3111,046775
  •  Third-party rating

“Things Gone Wrong” data is based on model years.

B. GQRS Customer Satisfaction (3 Months in Service) by Region

Percent satisfied

 201320142015
North America787981
South America656870
Europe717375
Asia Pacific686971
Middle East & Africa636267
  •  Third-party rating

Customer satisfaction data is based on model years.

C. Sales Satisfaction With Dealer/Retailer

Net Promoter Score

 201320142015
Ford Brand U.S.88.087.087
South America74.077.082
Europe187.088.085
Asia Pacific275.084.090
Middle East & Africa362.064.074

2015 data for sales and service satisfaction is not directly comparable to prior years due to a change in methodology. The Ford Customer Experience performance calculation is based on a consistent methodology across all Ford global markets. This metric is comprised of a six-question index using key performance indicators for each of sales and service. The reported metrics are based on customer ratings using a five-point rating scale, and are summarized using a Net Promoter calculation.

Sales satisfaction with dealer/retailer data is based on calendar 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 to 2013 this data includes 10 Asia Pacific markets (Australia, China CAF, India, Indonesia, Japan, New Zealand, Philippines, Taiwan, Thailandand 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, Malaysiaand 18 emerging Asia Pacific markets.
  3. For 2011 to 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.

D. Service Satisfaction With Dealer/Retailer

Net Promoter Score

 201320142015
Ford Brand U.S.77.075.075
South America60.059.071
Europe173.075.073
Asia Pacific272.080.085
Middle East & Africa331.032.056

2015 data for sales and service satisfaction is not directly comparable to prior years due to a change in methodology. The Ford Customer Experience performance calculation is based on a consistent methodology across all Ford global markets. This metric is comprised of a six-question index using key performance indicators for each of sales and service. The reported metrics are based on customer ratings using a five-point rating scale, and are summarized using a Net Promoter calculation.

Sales satisfaction with dealer/retailer data is based on calendar 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 to 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 to 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.

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

Percent of first-time buyers

 201320142015
Ford Motor Company U.S.10.811.113.4
Ford Motor Company Europe (U.K., Germany, Italy, France, Spain)7.08.08

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

Percent loyal to corporation

 201320142015
Ford Motor Company U.S.49.150.448.5
Ford Motor Company Europe (U.K., Germany, Italy, France, Spain)51.054.056