Pomoco Ford Celebrates Over 3 Years Blue Oval Certification!!!

FACTS

A. We know it isn't enough to sell the kinds of cars and trucks you want and to build them to high-quality standards. A customer's most direct experience with Ford Motor Company is at the dealership. Ford Blue Oval Certified recognizes dealerships that excel in customer service that will go the all-important "extra mile" before and after the sale.

A. Absolutely. Any dealership wishing to participate in the Blue Oval Certified Program must meet Ford's high standards for customer satisfaction in all areas of the customer purchase experience. These include the attentiveness and concern of every employee in sales, parts/service and administrative positions; dealer-initiated customer programs; customer care following the sale; and even the quality of the facilities.

A. Certainly, Ford Motor Company plays a big role in determining BOC dealers, however, the most critical element is what customers like you say about the dealership through customer survey feedback.

LAS VEGAS, April 13, 2000 -  The Ford Division of Ford Motor Company, jointly with its 4,100 U.S. Ford dealers and J. D. Power and Associates, has announced plans for the launch of Blue Oval Certified™, the most comprehensive automotive sales and service customer satisfaction initiative in the industry. Details are being rolled out during national business meetings of U.S. Ford dealers being held in Las Vegas this month.

"Blue Oval Certified™ is a breakthrough initiative that sets clear standards for outstanding sales and service customer experiences, then recognizes and rewards our Ford dealers who consistently achieve them," said Jim O'Connor, president of Ford Division and Ford Motor Company vice president.

"The future of automotive retailing is in the hands of consumers, who expect and deserve high levels of performance from both the products they drive and the dealerships that sell and service their cars and trucks," said O'Connor. "By pairing Ford Motor Company's commitment to deliver high quality and exciting products with the commitment of our dealers to deliver Blue Oval Certified™ retail experiences, we're determined that Ford customers will be the big winners with the best-in-class automotive experience."

J. D. Power and Associates to Provide Independent Accreditation
J. D. Power and Associates, the leading authority on automotive customer satisfaction, played a key role in the development of the Blue Oval Certified™ program, providing counsel in the development stages on the key drivers of vehicle, sales and service customer satisfaction. They have also been retained by Ford Division to provide independent evaluation and Blue Oval Certified™accreditation of participating Ford dealerships.

A Blueprint for Customer Satisfaction
Blue Oval Certified™ dealers will be measured on specific standards in all aspects of the customer retail experience, including dealership facilities, employees, sales and service processes and customer follow up and concern resolution. Criteria for certification include Voice-of-the Customer survey scores, strong employee satisfaction, sales and service certification, and in-dealership customer e-commerce resources.

"The Ford Dealer Council applauds this initiative," said Jerry Reynolds, chairman of the National Ford Dealer Council and dealer principal of Prestige Ford in Garland Texas. "Ford dealers were consulted and provided input as the framework for this breakthrough customer satisfaction program was developed. By extending benefits to dealership employees, Blue Oval Certified™ recognizes the important role played by the over 200,000 men and women working in Ford dealerships who are the daily face of Ford with consumers."

All U.S. Ford dealerships are eligible to voluntarily participate in Blue Oval Certified™, beginning with the 2001 model year this fall. Ford dealerships that achieve Blue Oval Certified™ accreditation will receive significant benefits, including customer satisfaction cash bonuses and special vehicle purchase plans. Ford Division expects the first dealers to achieve Blue Oval Certified™ by January 2001.

About the Ford Brand
Ford Division of Ford Motor Company is the largest automotive marketing sales division in the world and has been the top-selling U.S. car and truck brand for the past 13 years. In calendar year 1999, Ford Division sold a record 3.4 million vehicles. Ford Division is home to 13 product lines, including the Ford F-Series pickup, the No. 1-selling pickup in the world, and Ford Explorer, the top-selling sport utility vehicle. Ford Motor Company, the world's second-largest auto company, headquartered in Dearborn, Mich., employs nearly 400,000 people worldwide and sells vehicles in more than 200 markets.

SOURCE: Ford Motor Company