Press Release
Ford Credit Announces Expansion of Customer Service
12/05/96
Ford Credit Expands Customer Service DEARBORN, Mich., Dec. 3 -- Ford Credit leads all finance providers in initial customer satisfaction with automotive loans, according to results released today from J.D. Power and Associates' first Consumer Financing Satisfaction Study. "The potential to cement the relationship between Ford Credit and the customer is tremendous during the two-to-five years of financing repayment," said Edsel B. Ford II, president of Ford Credit. "We are delighted to receive verification from J.D. Power and Associates that our focus on customer satisfaction is paying off." Ford's comments came during the dedication of the expansion of Ford Credit's national Customer Service Center (CSC), located in Omaha. He congratulated the nearly 400 CSC employees for their contributions to Ford Credit's success with customer satisfaction efforts. CSC employees handle 900,000 customer calls each month, more than any other Ford Motor or Lincoln- Mercury organization. Inquiries range from informational or account balance questions to issues arising from personal financial setbacks due to layoffs or other emergencies. This is the third award that Ford Credit has received from J.D. Power and Associates this year. Automotive dealers also ranked Ford Credit highest of any finance provider in satisfaction with retail leasing, and with floor planning (inventory financing) in the 1996 Dealer Financing Satisfaction Study conducted by J.D. Power and Associates. Ford Credit's emphasis on customer satisfaction has big payoffs for the customer, the dealer and Ford Motor Company . According to company studies, a Ford vehicle owner financing through Ford Credit is one-third more likely to return to Ford Motor Company for his or her next vehicle compared to those who finance with a bank or credit union. The loyalty rate to the originating dealer is even greater -- 43 percent higher for Ford Credit customers compared to bank and credit union customers.