DEARBORN, April 19, 2010 – Ford Motor Company now has the highest customer satisfaction with vehicle quality among all major automakers, a new consumer research study shows.

Eighty-four percent of customers who purchased 2010 model-year Ford, Lincoln and Mercury cars and trucks are satisfied with the quality of their vehicle, a 4 percentage point improvement since the fourth quarter of 2009, according to the first quarter Global Quality Research System (GQRS) study conducted for Ford by RDA Group of Bloomfield Hills, Mich.

With the improvement, Ford’s customer satisfaction scores are now significantly higher than all other full-line automotive manufacturers, including Asian and European automakers, according to the study.

The study also showed Ford has the fewest number of vehicle defects or “things gone wrong” among all full-line manufacturers in the first three months of ownership. Owners of 2010 model Ford, Lincoln and Mercury owners reported 1,107 TGWs per 1,000 vehicles — an 8 percent improvement compared to last year.

“To become the No. 1 automaker in terms of customer satisfaction with vehicle quality is amazing accomplishment and testament to the whole company’s commitment to quality,” said Bennie Fowler, Ford group vice president, Global Quality. “All the third parties studies are showing the same thing – Ford now has world-class quality.”

As Ford’s quality has improved, it has reduced warranty repair rates on vehicles in their first three months of service by an average of more than 40 percent in every major business region around the world in the past three years.

“Ford has proven its commitment to quality by demonstrating steady improvements through consistency and discipline.” said Donald Pietrowski, president, RDA Group. “Those improvements are clearly reflected in rising customer satisfaction with its products.”

Ford captured eight segment leaders in customer satisfaction, TGW or both. Notably, Fusion Hybrid owners now report 93 percent satisfaction with the quality of their vehicle while 92 percent of Taurus owners are satisfied.

via FORD NOW HAS INDUSTRY’S HIGHEST CUSTOMER SATISFACTION WITH QUALITY, NEW SURVEY SHOWS | Ford Motor Company Newsroom.

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• Ford Fusion and Fusion Hybrid – America’s most fuel-efficient midsize sedan – are luring customers from other brands at a record pace with consideration from import shoppers at an all-time high
• Fusion sales to buyers new to Ford rose to 60 percent of total Fusion sales in February, up from 54 percent in January and 49 percent in 2009; Fusion Hybrid sales to buyers new to Ford increased to 82 percent last month from 70 percent in January and 63 percent in 2009
• Consumers want new features and smart technology, with half opting to buy high series models – Fusion Hybrid, Sport and SEL

DEARBORN, Mich., March 5, 2010 – The 2010 Ford Fusion and Fusion Hybrid, fresh off a sales record and a string of awards in 2009, are attracting more buyers who are new to the Ford brand than ever before.

The Fusion, redesigned in 2009, saw “conquest sales,” or sales to customers new to Ford, increase to 60 percent of total Fusion sales in February, up 6 percentage points from January and up 11 percentage points from the 2009 calendar year. The percentage of customers new to Ford purchasing the Fusion Hybrid reached 82 percent last month, up 12 points from January and 19 points from 2009.

via FORD FUSION AND FUSION HYBRID CONTINUE MOMENTUM IN 2010; MORE THAN 60 PERCENT OF BUYERS NEW TO FORD | Ford Motor Company Newsroom.

Related articles

• Ford Fusion Hybrid is 2010 car of year (thestar.com)
• Ford Sweeps North American Auto Awards as Fusion Hybrid Takes Top Honors (dailyfinance.com)
• Ford Fusion Hybrid wins 2010 car of year award (seattletimes.nwsource.com)

McMahon Ford
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Dan Dinzebach
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