CHUNG-LI, Taiwan — Ford has achieved the highest score among other automakers in the “2012 Service Quality” contest run by Global View Monthly – one of the most influential business magazines in Taiwan.
Global View Monthly started conducting surveys 10 years ago in an effort to improve the service quality among both international and local brands. This year it expanded the survey to include 265 companies in 20 industries, carrying out a comprehensive evaluation of service quality in Taiwan.
Ford scored 77.13, the third-highest among 20 top performers, in the evaluation which was based on the experiences of 25 “mystery shoppers” sent by an independent survey group for the magazine. The blue oval not only outperformed its industry peers by achieving a score 20.50 points higher than the average, but was also 27.07 points above the average score among all surveyed companies.
“We need to thank all of our colleagues for their efforts to ensure that customers are satisfied at every touch point they have encountered,” said Thomas Fann, president, Ford Lio Ho, after receiving the award. “We will continue to be committed to improving services for our great customers.”
In comparison with the result 10 years ago, the survey also indicated that consumers in Taiwan today prefer interactive, consulting-based services to traditional assisting-based ones.
As the first market outside of North America to introduce the QualityCare system 10 years ago, Ford has been committed to being an industry leader of after-market support in Taiwan through the practice of “thinking what customers think.”
Ford launched the industry-first 3-year warranty program for body and paint in July 2011, and upgraded its e-service, allowing customers to monitor the status of their vehicles via e-boards and Apple’s iPad.
|Ford Lio Ho President Thomas Fann (right) receiving the award
||Ford’s e-service improves efficiency |