About 84% of customers who purchased 2010 models of Ford, Lincoln and Mercury cars and trucks are satisfied with the quality of their vehicle, according to the first quarter Global Quality Research System study conducted by RDA Group.

Study showed Ford has the fewest number of vehicle defect or "things gone wrong" among all full-line vehicle manufacturers.

92% of Ford Taurus owners are satisfied with their vehicles.

DUBAI, United Arab Emirates, April 21, 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.

The following models led their respective segments in the survey:

  • Taurus - Satisfaction leader D/E car.

  • Fusion Hybrid -Satisfaction leader C/D car

  • Milan Hybrid - TGW leader C/D car

  • Focus -- Satisfaction leader C car

  • Mountaineer - TGW leader Medium Traditional Utility

  • Expedition - TGW and Satisfaction leader Large Utility

  • Navigator - TGW and Satisfaction Leader Large Premium Utility

  • Ranger - TGW and Satisfaction Leader Compact Pickup

These dramatic gains in quality have also contributed to a 23 percent year-over-year improvement in the resale values of Ford vehicles with one to five years on the road - outpacing the industry average by 4 percentage points.

"While we are proud of the progress we've made, we know how important it is to keep the momentum going," said Fowler. "We can never be satisfied."

"This is another achievement for the Ford, Lincoln and Mercury brand, proving that we are on the right path with our One Ford plan. Customers in the Middle East will be pleased to learn that their decisions to own any of our vehicles, especially Taurus, is backed by real-time data from customers around the world who are satisfied with the quality of our products," said Hussein Murad, Ford Middle East's director of Sales.

The GQRS study is conducted on a quarterly basis with scores assessed from survey responses collected from owners of vehicles purchased within specific time frames.

New vehicle owners are asked to report any defects or issues as well as rate their satisfaction with vehicle quality on a scale of 1 to 10 across an array of vehicle systems and features.

-Ends-

About Ford Motor Company
Ford Motor Company, a global automotive industry leader based in Dearborn, Mich., manufactures or distributes automobiles across six continents. With about 198,000 employees and about 90 plants worldwide, the company's automotive brands include Ford, Lincoln, Mercury and, until its sale, Volvo. The company provides financial services through Ford Motor Credit Company. For more information regarding Ford's products, please visit www.ford.com. 

Ford Motor Company's history in the Middle East goes back to over 60 years. The company's local importer-dealers operate more than 55 facilities in the region and directly employ over 4,000 people, the majority of whom are Arab Nationals. For more information on Ford Middle East, please visit www.me.ford.com.  

Ford Middle East is also a responsible corporate citizen in the region, with the Ford Motor Company Conservation & Environmental Grants, a grass-root level program that has offered 820,000 in grants to over 100 Middle Eastern environmental projects since 2000. 

For more information on Ford Middle East, please visit www.me.ford.com or log on to our channel on YouTube located at www.youtube.com/user/fordmiddleast.

Contact:
Sue Nigoghossian
Ford Middle East Public Affairs
971-50-454-3640
971-4-3327767
snigogho@ford.com

Chloe Martinez
Asda'a Burson-Marsteller
971-50-544-8536
971-4-335-5969
c.martinez@asdaa.com 

Tarek El Moukachar
Asda'a Burson-Marsteller
971-50-4281826
971-4-335-5969
c.t.elmoukachar@asdaa.com 

© Press Release 2010