RDA survey shows Ford outperformed Honda in initial quality and improved upon its previous customer satisfaction scores.
Ford’s quality performance efforts are paying off; the latest customer satisfaction survey reports that in initial quality –a vehicle’s performance during the first three months of use– Ford’s 5 percent increase over its last scores has allowed it to surpass Honda and statistically tie at the top with Toyota.
Specifically, the study shows Ford’s domestic brands with a combined average of 1,228 TGW per 1,000 vehicles during the first three months of ownership, besting the 1,422 TGW level for Honda and statistically equivalent to the 1,150 TGW level of Toyota.
Pushing up customer satisfaction two points to 79 percent, Ford's domestic brands have tied the top place finishers of Toyota and Honda for overall customer satisfaction.
The following models are segment leaders:
- Ford Mustang – TGW and satisfaction for sports car
- Ford Taurus – TGW for large car
- Ford Taurus X – TGW leader for crossover utility
- Mercury Milan – TGW for midsize car
- Ford Ranger – TGW leader for compact pickup
The 2009 U.S. Global Quality Research System (GQRS), a survey conducted for Ford by RDA Group of Bloomfield Hills, Mich., measures 2009 model year vehicle initial quality in two categories: by the number of things-gone-wrong and customer satisfaction with overall vehicle quality.
Quotes
“We are energized by the continuous improvement we are seeing on both initial vehicle quality and customer satisfaction,” said Fowler. “This survey validates the hard work and dedication to quality from Ford employees, suppliers and dealers. We will keep the momentum going as we strive to become the clear global quality leader.”
“Ford's commitment to quality is really paying off, as they continue to rival Honda and Toyota on both vehicle satisfaction and quality.”
- Donald Pietrowski, president, RDA Group
