19
Jul
07

Ford, Lincoln Mercury Vehicles Continue Driving Quality Gains

  • Ford Motor Company vehicle quality improves for third straight year, outpacing the industry average in the 2007 U.S. Global Quality Research System (GQRS) survey for the second quarter.
  • 19 Ford Motor Company vehicles ranked in top three for either customer satisfaction, “things gone wrong” (TGW) performance – or both. 
  • Ford Edge, Mustang Shelby GT500, Explorer, E-Series vans, Lincoln Mark LT pickup and Mazda MX-5 Miata topped their segments in the industry study.
  • High-quality launches land Ford Edge and Lincoln MKX crossovers on top – again.

Ford Motor Company vehicles continue making dramatic strides in quality, outstripping the industry’s rate of improvement in “things gone wrong” (TGW) in the second quarter U.S. Global Quality Research System (GQRS) study.

The company improved by 10 percent over last year, while the report’s average improvement rate hit 4 percent.  Plus, 19 Ford Motor Company models ranked in the report’s top three places for customer satisfaction, TGW performance – or both – after three months in service.

Mustang Shelby GT500, Ford Explorer and Lincoln Mark LT pickup won top honors for TGW performance, while Ford Edge, Ford E-series vans and Mazda MX-5 Miata topped their segments in customer satisfaction. 

Ford’s newest vehicles, including Ford Edge, Lincoln MKX and Lincoln Navigator L, were strong customer satisfaction performers – and each launched with considerably fewer TGWs than the industry average.  Meanwhile, Ford Fusion, Mercury Milan and Lincoln MKZ are sustaining their high quality levels since their launches in late 2004.   

“We’re launching new products with quality, and our team is working hard to consistently build quality into the vehicles we’re delivering for customers,” said Mark Fields, president of The Americas, Ford Motor Company.  “We’ve redoubled our commitment to deliver more products customers really want – with quality that rivals the best in the industry.”

The 2007 second quarter U.S. Global Quality Research System study, conducted for Ford by RDA Group of Bloomfield Hills, Mich., asks customers of all major makes and models to comment on troubles and rate their overall satisfaction with their three-month-old vehicles.

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.
    • 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 pickup 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

In the report, Ford Motor Company vehicles are at 1,427 TGWs per 1,000 vehicles, representing 159 fewer TGWs since last year.  The company’s lineup achieved an overall customer satisfaction rating of 75 percent, up by 1 percentage point.

Ford, Lincoln, Mercury brands had an impressive performance with 1,419 TGWs per 1,000 vehicles, an improvement of 144 TGWs; and a customer satisfaction rate of 75 percent, up by 2 percentage points.

The survey average for TGW performance is 1,447 and for customer satisfaction level is 78 percent.

The GQRS report is the latest of several recent third-party quality assessments showing Ford’s continued improvement.  Ford received 14 total vehicles ranked in the top three in their respective segments, including five highest-ranked segment awards, in J.D. Power and Associates IQS study released on June 6.  Many of those vehicles were recently launched.  On June 28, J.D. Power and Associates APEAL study ranked Ford Edge the industry’s top performing all-new vehicle and Ford Mustang won its segment for the third straight year. In April, RDA Group released its first quarter GQRS report for the year showing Ford in a statistical dead heat with Toyota and just behind Honda.

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