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Product Quality and Customer Satisfaction

Our customers expect high-quality products and exceptional experiences. We strive to understand what they are seeking, and continuously improve the quality of our vehicles to meet their needs and expectations, time after time.

How We’re Driving Change

Managing Product Development

Quality is at the heart of everything we do, and it drives ongoing improvements across all functions while delivering high-quality vehicles that our customers want and value.

We use our global Quality Operating System to ensure that our vehicles meet or exceed competitive and performance targets, as well as customer expectations, at every stage of their development and manufacture.

And once a vehicle concept is finalized and approved, it is brought to market using our Global Product Development System. This combines the best production methods from across our global operations, and provides common efficiency and quality metrics.

Monitoring Quality and Satisfaction

We use a combination of internal and external measurements to assess how we are doing and where we can improve product quality. Our primary source of information, the Global Quality Research System, tracks customer satisfaction and “Things Gone Wrong” (TGW). It is conducted throughout the year by the consulting firm Ipsos RDA Group.

We track warranty claims and costs internally, and also subscribe to J.D. Power and Associates’ annual Initial Quality Study, Vehicle Dependability Study, and Automotive Performance, Execution and Layout (APEAL) Study.