Archive for the 'Customer Service Division' Category

31
Mar
10

Mulally surprises again, delivers customer’s Ford Focus in Shanghai

By Ron Olson Leave a Comment
Categories: Corporate, Customer Satisfaction, Customer Service Division, Fiesta, Ford Corporate, Quality, ford, fun stuff and safety
Tags: , , , , ,

source: EGM Car Tech

One of the many things Ford customers (very lucky few customers we might add) appreciate about FoMoCo is having CEO Alan Mulally deliver their car to them. Mulally, responsible for implementing the ‘One Ford’ motto at the Dearborn automaker, is know for randomly showing up to deliver customer cars.

While in town for the 2010 Beijing Auto Show, Mulally decided to head over to Ford’s Dongchang dealership where customer Harriet Luo was already excited to pick up her new Ford Focus. Luo received an added surprise when she realized the person handing over her new car was none other than FoMoCo president and CEO, Alan Mulally.

Mulally was also joined by Joe Hinrichs, president of Ford Asia Pacific and Africa, and Robert Graziano, chairman and CEO of Ford Motor China.

“This is totally beyond my expectations. Having Mr. Mulally, Ford’s global CEO, hand over the keys to my new Ford Focus was absolutely incredible,” said Luo.

Luo, said that she compared more than 10 models from different brands and she finally made a decision to buy a Ford Focus.

“I spent more than one month mulling over which car to buy. I finally settled on the Ford Focus, as my family and many friends recommended it for its quality and safety, and I really liked its design and driving performance,” she added.

“I was as thrilled as Harriet to hand over the keys of her new Ford Focus, and be part of her Ford customer experience,” explained Mulally. “Chinese customers truly appreciate our world-class lineup of Ford vehicles, and it was so exciting to welcome Harriet to the Ford family of customers and help start her relationship with the Ford brand.”

We’re guessing Luo will be a customer for life now. Good job Mulally.

16
Oct
07

Toyota Slips, Ford Improves In Consumer Reports Survey

By peytontstephens Leave a Comment
Categories: Consumer Reports, Customer Satisfaction, Customer Service Division and Quality

Oct 16, 2007 12:26:20 (ET)

DETROIT (Dow Jones)–Toyota Motor Corp. (TM) has slipped in the Consumer Reports annual Car Reliability Survey to the point where the magazine will no longer automatically recommend the auto maker’s new and redesigned models. Meanwhile, Ford Motor Co. (F) showed significant improvements.

The survey results are the latest blow to Toyota, which has been stealing market share from U.S. auto makers but is dealing with recent challenges. It has posted year-over-year sales declines in recent months and has seen some of its top talent, including its top U.S. executive, defect to U.S. auto makers.

Consumer Reports’ survey follows other studies showing that U.S. auto makers are closing the quality gap with Asian auto makers. Still, brands from Asian auto makers top the overall predicted reliability list and U.S. brands account for almost half of the models on the “Least Reliable” list.

Consumer Reports said 41 of 44 Ford, Lincoln and Mercury models in the survey scored average or better in predicted reliability. The Ford Fusion and Mercury Milan “are among the most reliable cars,” Consumer Reports said in a statement.

Toyota, meanwhile, saw the V-6 version of the Camry and the four-wheel-drive V-8 version of the Tundra pickup truck, both redesigned for 2007, rate below average.

The all-wheel drive version of the Lexus GS sedan, from Toyota’s luxury brand, also received a below-average rating.

“Consumer Reports will no longer recommend any new or redesigned Toyota-built models without reliability data on a specific design,” Consumer Reports said in a press release.

Before, Consumer Reports recommended any new or redesigned Toyota model due to the auto maker’s track record.

“Ford continues to improve,” said David Champion, senior director of Consumer Reports Auto Test Center. “The reliability of their cars has steadily improved over the years and is showing consistency. We believe Toyota is aware of its issues and is trying to fix problems quickly.”

Still, Toyota ranks third in reliability among auto makers, behind Honda Motor Co. (HMC) and Subaru, the automotive division of Fuji Heavy Industries Ltd. (7270.TO).

Consumer Reports said 34 of the 39 models in the “Most Reliable” list are Asian, with 17 from Toyota.

Still, 19 domestic models were added to the “Newly Recommended” list, including General Motors Corp.’s (GM), GMC Acadia and Saturn Outlook, and Chrysler LLC’s Dodge Charger.

Among brand ratings, Honda topped the list – followed by its luxury Acura brand and Toyota’s Scion – while Buick was the highest-rated brand from a U.S. auto maker. Ford’s Mercury brand was close behind Buick.

Ford’s Land Rover brand was judged the least reliable. Ford is looking to sell Land Rover and Jaguar.

The survey’s findings are based on responses on almost 1.3 million vehicles owned or leased by subscribers to Consumer Reports or its Web site. The survey was conducted in the spring of 2007 by the magazine’s national survey research center and covered model years 1998 to 2007.

-By Terry Kosdrosky, Dow Jones Newswires; (248) 204-5532; terry.kosdrosky@dowjones.com

(END) Dow Jones Newswires

October 16, 2007 12:26 ET (16:26 GMT)

16
Oct
07

2007 Annual U.S. GQRS Results

By peytontstephens 1 Comment
Categories: Customer Satisfaction, Customer Service Division, Public Affairs and Quality

FMC is now at 1405 TGW, placing us statistically equal to Toyota’s performance and closing in on Honda. FMC has improved from 2006 full year at a rate of 11%, which exceeds the survey average improvement of 2%. Congratulations to the teams across the globe that were able to deliver this success — forward model teams delivered improved designs, launch teams delivered improved quality during the launch, current model teams solved problems eliminating TGW in the plants, and suppliers delivered improved components. FMC Customer Satisfaction at 76% is up 2 percentage points when compared to the 2006 U.S. GQRS Annual data. Industry average Customer Satisfaction shows no change – the survey average is 77%. FLM met both the Customer Satisfaction target of 76% and the TGW target of 1400 for 2007 MY. FLM performance continues to be statistically equivalent to Toyota and is only 0.061 troubles per vehicle behind the front runner Honda. The Electrical PD Function is the best in class in TGW outperforming all OEMs. Five FLM vehicles are segment leaders in GQRS for either TGW or Customer Satisfaction or both. They are:

Mustang Shelby — TGW leader Sports Car Segment
Milan — TGW Leader CD Car Segment
Crown Victoria — TGW Leader D/E Car Segment
Mark LT — TGW and Satisfaction Leader Light Duty Full Size Pickup Segment
E-Series — Satisfaction Leader Full Size Bus/Van Segment

25
Sep
07

FCSDs ‘Car Care for a Cause’ Battles Breast Cancer

By peytontstephens Leave a Comment
Categories: Customer Service Division, Public Affairs and local news

The Ford Customer Service Division (FCSD) intends to prove that an oil change could actually be able to battle breast cancer. This April, FCSD will deliver a unique event dubbed as the Car Care for a Cause.?This is FCSDs event and it is set to coincide with the National Car Care Month theme.

The Car Care for a Cause will include making a $100,000 donation to the Susan G. Komen for the Cure on behalf of its Ford and Lincoln Mercury dealerships’ service customers. FCSD will be joining with Fords Warrior in Pink campaign, which is also aimed at raising funds for the mentioned breast cancer research supporting organization. The Warrior in Pink campaign sells specially designed gears, items, and apparel that feature bold symbols of unity, cause and harnessing power to educate the populace about the deadly breast cancer.

FCSD chose April, the National Car Care Month, for its promotion because it is one of the busiest times of the year for vehicle service. “More people coming in to care for their vehicle means more people exposed to Komen’s important messages, including steps to early detection,” said Telisa Roberson-Yancy, the marketing manager of Owner Loyalty & Communications.

Aside from helping in the fight against breast cancer, Ford and Lincoln Mercury dealership services will also be giving rewards to customers including no payments and interest-free financing for products and services, spa gift cards and free TripTunes car stereo connectors. The oil change reminder stickers, bearing the Susan G. Komen for the Cure logo, are just one of the strategies employed so as to promote awareness about breast cancer concerns and to bolster the worthwhile cause.

“Even something so small can make a big difference,” said Cindy Schneible, the vice president of resource development for the Susan G. Komen for the Cure organization. In April, radio spots will air the hit single “I Run for Life?sang by Grammy Award-winning singer Melissa Ethridge, herself a breast cancer survivor. Ethridge produced the song for Fords breast cancer campaign.

“For the past 25 years, Susan G. Komen for the Cure has been on a mission to end breast cancer forever,” Schneible said. “Programs such as Car Care for a Cause are an integral part of that mission, helping us reach millions of consumers with life-saving breast health messages and raising funds that support breast cancer research and community outreach programs.”

Darryl Hazel, the president for the Ford Customer Service Division, and the senior vice president of the Ford Motor Company said, “This program is an exciting new opportunity for our customers to join us in the battle against breast cancer and take care of their vehicles at the same time. FCSD is proud to provide a new means to support all of the women, men and children affected by breast cancer and contribute to Ford Motor Company’s longstanding relationship with the Komen organization.”

“Our Car Care for a Cause program gives Ford and Lincoln Mercury dealers the opportunity to provide yet another reason for current and new customers to come into the dealership for great service while supporting a worthy cause. There is no better time to come to the dealership for service,” said Mike Rosingana, the FCSD advertising manager. “We’re encouraging our dealers to make this a really dynamic, event and show their customers how much Ford cares about its communities.”

Cars are given Weathertech products so as to protect them against spills and filth. It is a good thing theres Ford to support people against the perils of breast cancer. “The program is a great asset that Ford Motor Company has provided. It’s a big opportunity for individual dealers to demonstrate our support for the cause at the local level,” said Doug Krieger, the owner of the Krieger Ford dealership in Columbus, Ohio.

News and Events for the Ford, Lincoln, Mercury owner and enthusiast.





 

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