Quality Jumps 11 Percent at Ford, According to GQRS Study
In 2007 Ford continued to drive quality gains, by reducing Things Gone Wrong (TGW) levels and increasing quality levels by 11 percent, far above the industry-wide average of 2 percent improvement. In 2006, Ford improved quality levels by 14 percent while the industry improved by 12 percent. With such year-after-year double-digit improvement, Ford was able to outpace the industry’s gradual rate of improvement. The results are now evident in consumer reports and surveys.
The quarterly Global Quality Research System (GQRS) study gathers information from customers of all major vehicle makes and models, asking customers to grade overall product satisfaction and comment on any problem areas with their three-month-old automobiles and trucks. The outstanding rankings garnered by Ford demonstrate Ford’s commitment to designing, manufacturing and launching vehicles in an environment of quality.
Top honors for TGW performance in the 2007 third-quarter GQRS went to Mustang Shelby GT500, Ford Explorer and Lincoln Mark LT pickup. When it came to customer satisfaction, Ford Edge, Ford E-series vans and Mazda MX-5 Miata topped their segments. Newer vehicles, including Ford Edge, Lincoln MKX and Lincoln Navigator L also claimed strong customer satisfaction ratings – and each launched with noticeably fewer TGWs than the industry average.
Second-place winners for TGW performance and customer satisfaction include:
- Ford Freestyle - TGW performance, Crossover utility.
- Ford Expedition - TGW performance, Large traditional utility.
- Ford Expedition EL - Customer satisfaction performance, Large traditional utility.
- Ford E-Series - TGW performance, Full-size van passenger/cargo.
- Mercury Milan - TGW performance, CD car segment.
- Mercury Mountaineer - TGW performance, Medium traditional utility.
- Lincoln Navigator L - TGW performance and customer satisfaction performance, Large premium utility.
- Mazda MX-5 Miata - customer satisfaction, Sports car segment.
- Volvo S60 - TGW performance, CD Premium car segment.
- Volvo S80 - TGW performance, D Premium car segment.
Third-place winners include:
- Ford Fusion - TGW performance, CD car segment.
- Ford F-150 - TGW performance, Fullsize light truck segment.
- Lincoln MKZ - TGW performance, CD Premium car segment.
- Lincoln Navigator - TGW performance and customer satisfaction performance, Large premium utility segment.
- Mazda MX-5 Miata - TGW performance, Sports car segment.
Tags: automotive quality, customer satisfaction, Ford Crown Victoria, Ford E-Series, Ford Edge, Ford Expedition, Ford F-150 LD, Ford Freestyle, Ford Fusion, Ford Mustang Shelby GT500, Lincoln Mark LT, Lincoln MKZ, Lincoln Navigator L, Mazda MX-5 Miata Mercury Milan, Mercury Mountaineer quality, quality vehicles, reliability, TGW performance
