Ford/Lincoln/Mercury quality increases by 8 percent and customer satisfaction up to 77 percent in GQRS study.
Ford/Lincoln/Mercury is now in statistical tie with Honda/Acura and Toyota/Lexus/Scion according to the first quarter 2008 U.S. Global Quality Research System (GQRS) study. The study, which is conducted by RDA Group of Bloomfield Hills, Michigan, surveys customers of all major automotive makes and models on car troubles and asks owners to rate their overall satisfaction with their three-month-old vehicles.
With a combined average of 1,284 things-gone-wrong (TGW) per 1,000 vehicles during the first three months of ownership, Ford’s domestic brands improved 8 percent versus last year. This performance is statistically equivalent to the 1,250 TGW level of Honda/Acura and Toyota/Lexus/Scion.
Some other key findings from the GQRS report include:
- Ford/Lincoln/Mercury’s customer satisfaction rating has also risen to 77 percent.
- The new 2008 Ford Taurus and Mercury Sable both recorded quality levels that equate to less than one problem per vehicle, as did the Volvo S80 (947).
- The Ford Fusion and Lincoln MKZ were close, with 1,030 TGW and 1065 TGW, respectively.
- Taurus showed a 33 percent quality improvement compared with the product it replaced.
- The new Ford Escape improved 16 percent over the out-going model, and the new Ford Focus improved 13 percent.
- 36 of 40 Ford, Lincoln, Mercury, Volvo and Mazda nameplates improved this year versus 2007.
- Ford earned best-in-class honors for interiors and electrical, two important engineering functions.
- Ford tied for best-in-class in two other functions, paint and vehicle engineering, which includes such areas as ride and handling and cabin quietness.
When it comes to TGW, customer satisfaction or both, a total of 15 Ford, Lincoln and Mercury vehicles ranked in the top three of their respective segments. Segment leader models are:
- Ford Mustang Shelby GT500 – TGW for sports car
- Ford Taurus – customer satisfaction for large car
- Ford Sport Trac – customer satisfaction for medium traditional utility
- Mercury Milan – TGW for midsize car
- Lincoln Navigator – TGW and customer satisfaction for large premium utility
