{"id":1030014,"date":"2025-07-09T02:15:17","date_gmt":"2025-07-09T09:15:17","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1030014"},"modified":"2025-10-02T22:31:06","modified_gmt":"2025-10-03T05:31:06","slug":"ford-nps","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/ford-nps\/","title":{"rendered":"Ford NPS: How Loyal Are Ford Customers in 2025"},"content":{"rendered":"\n<p>What makes a customer return for another ride with the same car brand? For some, it&#8217;s about dependability. For others, it&#8217;s about how the car makes them feel, from buying to every mile driven. Ford has been a household name for generations, but how does it measure up when it comes to customer loyalty in 2025?<\/p>\n\n\n\n<p>According to QuestionPro\u2019s Q1 2025 Benchmarking NPS and CSAT Report, the results are mixed. Ford remains a trusted name in American automotive culture, but more work remains to turn more customers into passionate promoters.<\/p>\n\n\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is Net Promoter Score (NPS)?<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\">The Net Promoter Score (NPS)<\/a> is a quick yet powerful way to measure customer loyalty. It\u2019s based on one simple question:<\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>\u201cOn a scale from 0 to 10, how likely are you to recommend our products or services to a friend or colleague?\u201d<\/strong><\/p>\n\n\n\n<p>The responses fall into three groups:<\/p>\n\n\n\n<ul>\n<li><strong>Promoters (9\u201310):<\/strong> Happy and loyal customers will likely refer others.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Passives (7\u20138):<\/strong> Satisfied but neutral; not likely to promote the brand.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Detractors (0\u20136): <\/strong>Unhappy customers who may discourage others from buying.<\/li>\n<\/ul>\n\n\n\n<p>The score is calculated as: <strong>NPS = % Promoters &#8211; % Detractors<\/strong><\/p>\n\n\n\n<p>An NPS above 0 is good, above 50 is excellent, and anything negative is a red flag.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Ford NPS Score Breakdown and Performance in 2025<\/strong><\/h2>\n\n\n\n<p>According to <a href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\">QuestionPro\u2019s Q1 2025 NPS and CSAT Benchmarking Report<\/a>, the average NPS for the automotive industry is 41. <strong>Ford falls short of this benchmark with a Net Promoter Score of 32.<\/strong><\/p>\n\n\n\n<p>Here is Ford NPS score&#8217;s breakdown:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2124\" height=\"1576\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/10\/Ford-NPS-Performance.jpg\" alt=\"Ford-NPS-Performance\" class=\"wp-image-1040234\"\/><\/figure>\n\n\n\n<ul>\n<li><strong>Promoters: 54%<\/strong><\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Passives: 24%<\/strong><\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Detractors: 22%<\/strong><\/li>\n<\/ul>\n\n\n\n<p>While over half of Ford\u2019s customers actively recommend the brand, a notable chunk remain neutral or dissatisfied. The result? A respectable score, but also a clear opportunity to strengthen customer loyalty.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How Ford Compares to Automotive Industry Standards<\/strong><\/h2>\n\n\n\n<p>According to the latest benchmarking data, <strong>the average NPS for automotive brands in 2025 will be 41<\/strong>. Ford NPS score of 32 falls just below that line.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\"><img loading=\"lazy\" decoding=\"async\" width=\"1774\" height=\"1566\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/06\/download-full-report-automotive-gated-content-nps.jpg\" alt=\"download-full-report-automotive-gated-content-nps\" class=\"wp-image-1028466\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/06\/download-full-report-automotive-gated-content-nps.jpg 1774w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/06\/download-full-report-automotive-gated-content-nps-300x265.jpg 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/06\/download-full-report-automotive-gated-content-nps-1024x904.jpg 1024w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/06\/download-full-report-automotive-gated-content-nps-768x678.jpg 768w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/06\/download-full-report-automotive-gated-content-nps-1536x1356.jpg 1536w\" sizes=\"(max-width: 1774px) 100vw, 1774px\" \/><\/a><\/figure>\n\n\n\n<p><strong>By comparison:<\/strong><\/p>\n\n\n\n<ul>\n<li>Toyota leads with an NPS of 67<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>Honda follows with a solid 57<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>Ford trails at 32<\/li>\n<\/ul>\n\n\n\n<p>These insights, drawn from <strong>1,000 customer responses<\/strong> in <strong>QuestionPro\u2019s quarterly Q1 study<\/strong>, show that Ford has a good base of loyal customers but also a higher-than-average number of Detractors, which lowers its score.<\/p>\n\n\n\n<p><strong>Ford\u2019s NPS places it behind the top-tier performers in the automotive sector.<\/strong> Where Toyota and Honda convert reliability and service into vocal advocates, Ford still faces challenges:<\/p>\n\n\n\n<ul>\n<li>Promoters are present but not overwhelming in number.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>The detractor percentage is notable and higher than that of its closest competitors.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>Passives represent a significant portion of the market, indicating content but not emotionally connected customers.<\/li>\n<\/ul>\n\n\n\n<p>People remember how their car performs after 50,000 miles, how the dealership treats them after the sale, and how easy it is to get support when something goes wrong. <strong>These emotional and practical experiences shape loyalty, and Ford\u2019s 2025 Net Promoter Score tells an important story about that trust.<\/strong><\/p>\n\n\n\n<p>This middle-of-the-road performance could signal opportunities to elevate service, communication, or product features to deepen loyalty.<\/p>\n\n\n\n<script charset=\"utf-8\" type=\"text\/javascript\" src=\"\/\/js.hsforms.net\/forms\/embed\/v2.js\"><\/script>\r\n<script>\r\n  hbspt.forms.create({\r\n    portalId: \"354042\",\r\n    formId: \"97089348-d87e-4534-925c-f0c1319bcc9c\",\r\n    region: \"na1\"\r\n  });\r\n<\/script>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What\u2019s Driving Ford\u2019s Loyalty Score?<\/strong><\/h2>\n\n\n\n<p>Ford\u2019s legacy is rooted in American innovation and rugged performance. Yet modern loyalty relies on more than a trusted badge.<\/p>\n\n\n\n<p>Here are a few key factors influencing Ford\u2019s current position:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Strengths<\/h3>\n\n\n\n<ul>\n<li><strong>Broad vehicle lineup:<\/strong> Trucks, SUVs, hybrids, and EVs (like the Mustang Mach-E) keep Ford competitive.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Strong brand recognition: <\/strong>Ford remains a default choice for many American families and businesses.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Improved tech offerings:<\/strong> Recent strides in infotainment and connectivity are drawing attention.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Challenges<\/h3>\n\n\n\n<ul>\n<li>Inconsistent service experiences across dealerships.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>Competitive pressure from brands that lean more heavily into hybrid, EV, and safety innovation.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>Perceived value gaps, especially in entry-level models, are compared to competitors.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Customer Satisfaction Score (CSAT) and Future Buying Intent<\/strong><\/h2>\n\n\n\n<p>Customer Satisfaction Score provides another perspective on customer satisfaction. It\u2019s typically measured as a percentage of satisfied customers with a product or service.<\/p>\n\n\n\n<ul>\n<li><strong>Automotive Industry CSAT Average:<\/strong> 77%<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Ford CSAT:<\/strong> 74%<\/li>\n<\/ul>\n\n\n\n<p>It&#8217;s not a huge gap, but enough to suggest that Ford could fine-tune a few touchpoints to compete with the space&#8217;s leaders.<\/p>\n\n\n\n<p>When it comes to future purchase intent, the outlook is promising:<\/p>\n\n\n\n<ul>\n<li>70% of current customers say they\u2019d buy a Ford again<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>16% said &#8220;Maybe&#8221;<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>14% said &#8220;No&#8221;<\/li>\n<\/ul>\n\n\n\n<p>This indicates that most customers still see long-term value in staying with the brand.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Want to Measure and Improve Your NPS Like Ford?<\/strong><\/h2>\n\n\n\n<p>Tracking customer loyalty shouldn\u2019t feel like a guessing game. With QuestionPro, it\u2019s simple to get started and easy to act on insights.<\/p>\n\n\n\n<p>Here\u2019s what the process looks like:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Set Up Your NPS Survey<\/h3>\n\n\n\n<p>Start with QuestionPro\u2019s pre-built <a href=\"https:\/\/www.questionpro.com\/survey-templates\/net-promoter-score-nps-survey\/\">NPS survey template<\/a>, or customize your own. The main question is straightforward, and you can add a follow-up open-ended \u201cwhy?\u201d to learn what\u2019s behind the score.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1420\" height=\"543\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2019\/05\/NPS-survey-question.jpg\" alt=\"NPS-survey-question\" class=\"wp-image-1015856\"\/><\/figure>\n\n\n\n<pre class=\"wp-block-verse has-text-align-center\"><strong>For deeper insights, try our <a href=\"https:\/\/www.questionpro.com\/askwhy\/\">AskWhy feature<\/a>. It adds an open-ended follow-up<\/strong>\n<strong>question to gather context on scores.<\/strong><\/pre>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Distribute It Anywhere<\/h3>\n\n\n\n<p>Send surveys via email, SMS, website embeds, or even <a href=\"https:\/\/www.questionpro.com\/features\/distributed-via-QRcodes.html\">QR codes<\/a>. Use <a href=\"https:\/\/www.questionpro.com\/audience\/\">QuestionPro Audience<\/a> to reach specific customer segments by behavior or location.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Track in Real Time<\/h3>\n\n\n\n<p>No waiting or spreadsheets, your dashboard updates automatically, showing Promoters, Passives, and <a href=\"https:\/\/www.questionpro.com\/blog\/nps-detractor\/\">Detractors <\/a>as responses come in.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Dig Into Feedback<\/h3>\n\n\n\n<p>Tag themes in open-ended responses, spot common complaints, and prioritize action items based on what matters most to customers.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">5. Compare Across Segments<\/h3>\n\n\n\n<p>Want to know how one region or product line compares to another? Segment and benchmark performance to zero in on opportunities.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Stay Ahead with the Latest Benchmarking Data<\/strong><\/h2>\n\n\n\n<p>Ford\u2019s 2025 performance shows how customer loyalty is evolving in the auto world, but every brand has a different journey. Want to see where you stand?<\/p>\n\n\n\n<p><strong>Download the Q1 2025 NPS Benchmarking Report<\/strong> for insights across automotive, retail, and travel.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-layout-1 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background wp-element-button\" href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\" style=\"border-radius:35px;background:linear-gradient(135deg,rgb(255,160,3) 0%,rgb(255,105,0) 100%)\"><strong><strong>Download the NPS Benchmark Report Now<\/strong><\/strong><\/a><\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<p>Or, talk to a <a href=\"https:\/\/www.questionpro.com\/cx\/\">QuestionPro expert <\/a>to see how NPS can help your brand improve customer satisfaction and drive growth.<\/p>\n\n\n\n<p><\/p>\n\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/1030014&amp;lang=en&amp;cat=customer-effort-score|cx-2|nps\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What makes a customer return for another ride with the same car brand? For some, it&#8217;s about dependability. For others, [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":1040217,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[992,170,303],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Ford NPS: How Loyal Are Ford Customers in 2025 | QuestionPro<\/title>\n<meta name=\"description\" content=\"Explore Ford NPS score and customer satisfaction in 2025. 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