Ford Tops Toyota in Latest Quality Study

Ford Tops Toyota in Latest Quality Study Ford has edged past industry leader Toyota in initial quality in the U.S. for the first time ever, according to the latest Ford quality study.

For the first time in the 28-year history of the Global Quality Research System (GQRS) study, customer satisfaction with Ford, Lincoln and Mercury vehicles has reached its highest level in North America – and now equals Toyota.

Ford, Lincoln and Mercury vehicles also had the lowest number of defects of any full-line manufacturer with a “things gone wrong” (TGW) score of 1,185.

That bested Toyota’s TGW score of 1,215 – though the two automakers would be considered in a statistical tie. In third place was Honda with 1,291.

The higher the number, the more problems registered per 1,000 vehicles during the first three months of ownership.

The results show that customers are noticing Ford’s focus on quality and customer satisfaction from design through manufacturing, said Mark Fields, president, The Americas.

“This is a major milestone, but we are not satisfied,” he said. “For Ford, our plan is continuous improvement year after year.”

The GQRS and owners’ satisfaction with their vehicle’s overall quality figures were compiled by the RDA Group of Bloomfield Hills, Mich.

In the study, owners are asked to report defects or issues with the new vehicles as well as to rate their satisfaction with vehicle quality on a 1-10 scale across an array of vehicle systems and features.

Two Ford products, the F-150 and the Flex, also were judged the top vehicles in their market segments.

By comparison, Ford’s combined TGW average was 1,319 in the 2008 GQRS.

Bennie Fowler, group vice president, Quality, called the latest results “historic news.”

“We’ve been tied with Toyota before, but it sure feels better to be on the top,” said Fowler.

Such progress, he said, is a result of Ford’s union partners and the work of dedicated teams in product development, purchasing, manufacturing, marketing, sales and service and other areas.

“Quality is truly a team effort,” said Fowler.

For more information on any Ford product, call:
Nick Breese
Fleet Manager
Berglund Ford, Salem, VA
540-389-7291x2251
toll free 888-389-7921
cell 540-986-5679

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