SYDNEY: Ford is focusing to improve its customer satisfaction drive, offer a free loan car to selected owners who book a scheduled service through a Ford dealer in Australia.
Under the scheme, private customers of the Blue Oval along with Blue, Silver and Gold ‘Business Fleet’ owners will no longer have to suffer the inconvenience of being without a car while their own is being serviced.
Ford says the program is an Australian-first, and hopes its customer satisfaction rating will continue to improve following its implementation.
Satisfaction among the carmaker’s customers has risen around eight percent year-on-year for sales, and 12 percent year-on-year for service; according to internal surveying.
“As we roll out even more stylish, innovative vehicles, we are investing heavily to transform our customer experience so people that fall in love with our vehicles stay in love with them for many years,” Ford Australia’s Graeme Whickman said.
While the service is free, some expected terms and conditions apply such as an insurance excess for certain damages caused to the loan vehicle while fuel costs, tolls, fines and late fees may be applicable.
The service will be available from selected dealers (for now at least), and customers are advised to book ahead to avoid missing out.
More than 80 percent of Ford’s dealer network is already on-board however, including all dealers in Sydney and Melbourne, and dealer’s own shuttle, pick-up and drop-off services will continue.
Customers can expect to see further changes at their local Ford dealer in the months ahead, including online service scheduling along with email and SMS reminders.
iPads will start to feature heavily in the service experience, whereby a customer reviews the work to be carried out, takes photos or records sounds from problem areas and then signs the iPad screen to authorise the work.
Ford’s free loan car program is designed to complement its recently-expanded capped-price servicing plan and free auto club membership with roadside assistance for up to seven years.
