The effectiveness of customer satisfaction measurements: a Ford of Mexico case study

This paper illustrates the evolution of the dealership training for Ford of México with the global customer satisfaction program, Customer Viewpoint.

The effectiveness of customer satisfaction measurements: A Ford of Mexico case study

Leopold Zuñiga HernandezFord de México, Mexico

Angela MomneyGlobal Division, The RDA Group, Inc., United States

Jorge CherbosqueUCLA (University of California, Los Angeles), United States

FORD OF MEXICO DEALER NETWORK CULTURE AND CUSTOMER SATISFACTION

As one of the most highly competitive manufacturers in the automotive industry, Ford has long understood the importance of measuring customer satisfaction. Customer satisfaction with purchase, product, and service experience is ultimately critical to any industry. It is especially important to the automotive industry, a service-based business to customers.

High satisfaction directly...

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