Ford
ford.com ↗In their words
“We have over 5 thousand mobile service vans and trucks on the road and we see net promoter scores much higher for remote service. Leading to higher loyalty.”
“You see this all coming to life in improving customer loyalty and advocacy, as evidenced by our net higher net promoter scores. Our corporate reputation is also getting stronger, important to dealing with policymakers, our partners, and, of course, our…”
“The Net Promoter Score is 10 points higher because they don't have to come on with the dealership. And this has effectively added 10% more capacity for our service.”
Disclosed NPS over time
Every Net Promoter Score Ford has published, by date.
NPS disclosures (12)
Ford is the top truck scorer for Net Promoter Scores among automotive brands, with enthusiastic owners citing diverse truck offerings.
Ford tracks customer satisfaction using its Corporate Net Promoter Score (CNPS) to measure owner advocacy.
We have over 5 thousand mobile service vans and trucks on the road and we see net promoter scores much higher for remote service. Leading to higher loyalty.
Ford reported significant improvements in Net Promoter Scores and customer satisfaction metrics in Saudi Arabia.
You see this all coming to life in improving customer loyalty and advocacy, as evidenced by our net higher net promoter scores. Our corporate reputation is also getting stronger, important to dealing with policymakers, our partners, and, of course, our…
Ford's Net Promoter Score has plummeted to 32, falling significantly below the industry average of 41 amid recall crisis.
Ford's Net Promoter Score of 32 lags the industry average of 41, signaling a crisis of consumer trust in its quality.
The Net Promoter Score is 10 points higher because they don't have to come on with the dealership. And this has effectively added 10% more capacity for our service.
… For 2022, the Incentive Bonus Plan’s Quality metric consisted of the following: Quality Component Weighting Quality Net Promoter Score (QNPS) A customer-centric metric to measure consumer advocacy for the product and brand 33%, with equal…
For 2021, (i) Quality Net Promoter Score (QNPS) (a customer-centric metric to measure consumer advocacy for the product and brand after the first three months in service) replaced Customer Satisfaction, (ii) Repairs/1000 (repair rate of vehicles in…
Quality Net Promoter Score (QNPS), which will measure the ownership experience
Retention disclosures (9)
Ford launches retention program for dissatisfied customers offering up to 10% off MSRP.
Ford drivers achieve a 61.6% customer retention rate, the highest among car brands.
Ford is using AI to train dealership employees, with a focus on customer satisfaction as a driver of customer retention through service work and word of mouth.
Ford earned top spot for truck segment loyalty with a 64.6% customer loyalty rate.
Ford CEO Jim Farley highlights software's role in improving Pro customer retention.
Ford's new Google partnership aims to improve customer retention through a more seamless ecosystem and better customer service.
Ford is boosting customer experience efforts to improve customer loyalty and referrals.
Ford announces customer rewards initiative with CEO Jim Hackett to improve customer retention.
Ford reports customer loyalty of 63%, down slightly through July; historically has held strongest industry loyalty.
Lighthouse companies in Automotive (makers, dealers, parts)
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.