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 About RDAClient Spotlight     July 25, 2014  
 
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Client Spotlight

RDA Group recognizes Ford Motor Company excellence
in quality improvement…

As a research company, we are delighted to recognize Ford Motor Company for unparalleled achievement in quality and customer satisfaction improvement over the past 5 years.  Other third parties have also recognized Ford Motor Company’s recent successes including Consumer Reports and JD Power & Associates. 

Based on U.S. Global Quality Research System (GQRS) tracking data, Ford Motor Company has had the most significant improvement trend of any full-line automaker in the reduction of customer reported troubles from 2006 through 2010.  More specifically, Ford’s performance has moved from industry average to on par with perennial leaders Honda and Toyota. 

During that same time-frame, while some of the best in the industry have remained steady on the percent of customers that are highly satisfied, Ford has increased and directionally surpassed them, ranking ahead of all other full line automakers in 2010. 

“This is a tremendous achievement” remarks Dennis Pietrowski, RDA Group’s Managing Director.  “Virtually all manufacturers have shown substantial reduction of customer reported troubles over the years; most of the time with little or no improvement to customer satisfaction.   As a market and survey research organization it is gratifying to see Ford embrace the survey results and customer feedback we provide and make truly outstanding improvements.  The news and data has not always been good over the years, but Ford has focused and persisted and they have made tremendous improvements to their vehicles and the entire customer experience.”

“It is an honor to be recognized by RDA for our efforts achieving top quality and customer satisfaction,” said Bennie Fowler, Ford’s Group Vice President of Quality. “Quality is part of Ford’s DNA and the Ford team is dedicated to continually finding new ways to please our customers.”

The RDA Group Quality Award is a discretionary recognition award presented by the RDA Group to recognize exemplary improvements in quality and customer satisfaction over time.

Congratulations to Bennie Fowler and the entire team at Ford Motor Company!


To see the different ways that RDA Group can help you improve your Customer Satisfaction and Quality capabilities, click here.