Bangkok--10 Aug--Ogilvy Public Relations Worldwide
Ford Thailand sets a new benchmark in customer satisfaction by recording the highest ever score in the J.D. Power Asia Pacific 2006 Thailand Customer Satisfaction Index (CSI) StudySM for the Thailand market.
Ford Thailand took the top rank with an unbeatable index score of 849 with the overall industry score being 837 points, a significant improvement of 31-points vis-?-vis the last year. Ford received highest ratings on three customer satisfaction factors: service quality, service initiation and in-service experience, all adding up to make an unparalleled service offering.
Mr. Tom Brewer, President of Ford Thailand, said, “It is an honor to be ranked No. 1 on customer satisfaction by J.D Power which is one of the most reliable and thorough studies on the auto industry across many countries in the world. Customer satisfaction has always been our top priority which we achieved through constant innovation and unparalleled customer service quality. We are delighted that consumers have acknowledged our efforts and this is the best reward for us on Ford’s 10th anniversary in the country. The demonstration of trust from the customers will encourage us to try even harder to meet their expectations for high quality customer service. Over the last decade, the Ford brand has grown to stand for product reliability and quality, and the main reason why we have managed to increase our customer base tremendously. 5 years ago, we set out to provide the best customer service possible in the industry. Achieving the No.1 both in 2004 and 2006 J.D. Power Asia Pacific 2006 Thailand Customer Satisfaction Index (CSI) StudySM is the best proof that customers believe in us today and are loyal to the brand in terms of their repeat purchases as well as their servicing needs.”
Mr. Wichit Wongwatthanakan, Customer Service Director, Ford Thailand, said, “Ultimately, the Ford dealers deserve the credit for their hard work and dedication to the customers. In addition to product superiority, after sales-service is a key consideration for consumers when choosing a brand. I will like to thank all our 92 dealers for this achievement and strongly encourage them to constantly drive for customer service improvement throughout the rapidly expanding sales and service network nationwide”
With its relentless commitment to customer satisfaction, Ford has always strived to improve sales and service quality by employing some of its global tools in Thailand. These tools include the Brand@retail outlet design for ensuring a consistent customer experience, the Blue Oval Certified Program for recognizing dealerships that commit to highest standards of customer satisfaction, and QualityCare process for the best personal attentive service leading to a superior service experience.
Apart from world-class service and showroom ambience, innovation has been another guiding principle for Ford while manufacturing products and marketing them. Ford’s strong and exciting lineup of products includes the Ford Focus passenger car, Ford Ranger pickup, Ford Escape and Ford Everest SUVs, Ford Territory cross-over vehicle. Ford is also known for its attractive marketing campaigns based on strong customer insight and aimed at fulfilling their tastes and preferences. Most recently, Ford launched a low Bt 4,999 monthly financing scheme on the Ford Ranger where the first installment is paid by Ford itself. This innovative scheme was introduced in the celebration of Ford’s 10th anniversary and has captured the attention of many consumers since launch.
“We are on the right track for building the Ford brand,” said Brewer. “As we enter into the next decade of our operations in Thailand, our strategy of offering innovative products, experiential marketing and dealer network expansion will be further reinforced the brand appeal. We are committed to introduce new innovative fuel efficient products, make them easily accessible to our consumers and importantly, make our product affordable through innovative marketing programs. We will ensure that we serve our customers even better and enhance this trend of customer satisfaction and brand loyalty.”
www.ford.co.th
Contact:
Ninlawan Chiaochanwilat
Tel. +662 686 4000
Email: [email protected]
Click for photo release at www.thaipr.net