Tom,
I would like to know what was the motivation behind the loyalty to Ford? It's all subjective based on people's perceptions but everyone had a reason why. I am not challenging the survey, but the people's reasons for buying another Ford.
What carried the most weaight in their decision to buy another Ford? Was it the dealership's customer relations, the good deal they got, the salesman, the service they got, the quality of the vehicle, the Loyalty Discount money they got, or simply that Ford did not take Bail-Out money?
I always get suspicious when surveys or statements like that are made without any background details..
My point was not the fact that Ford is number 1 in Customer Loyalty, but means nothing if we don't know why they are number 1 in Customer Loyalty. Is this based on just counting the number of people who received a Ford Loyalty Discount, or traded in a Ford when purchasing a new Ford? What other incentives did these Loyal Customers receive? Does it include Leases, etc?
Without more specific information...What does it really mean and what is the intended impact of that survey?
I'm sure you will disagree, so it's not necessary to even reply.
....Rich