Ford Customers Rank Automaker Among Worst in Customer Service Survey

Ford Motor Company ranked among the worst in customer satisfaction for service quality, service advisor, vehicle pickup, service facility and service initiation, according to the 2023 J.D. Power U.S. Customer Service Index Study. 

Despite Ford CEO Jim Farley’s best efforts to make Ford a customer service-focused company, customers of the Detroit automaker didn’t give it top rankings in any category. Measured on a 1,000-point scale that measures the four aforementioned categories, Ford’s marks were as follows: service quality (32%); service advisor (19%); vehicle pickup (19%); service facility (15%); and service initiation (15%).  

The Detroit Free Press noted that Rival General Motors ranked in all top categories, typing Porsche for excellent vehicle service. 

Survey responses were captured from 64,248 verified registered owners and lessees of 2020 through 2022 model-year vehicles.