According to the latest JD Power Customer Service Index study, customers who use remote experiences for vehicle repair and maintenance are more likely to recommend their brands to friends. Ford knows that and wants to capitalize on the trend to improve the vehicle ownership experience by expanding its own pickup and delivery and cellular services nationwide in the United States.
The automaker announced its expanded program is voluntary for dealers and each participating dealer can set their own mileage and service limits for each type of remote experience. The Ford Service program is open to retail, fleet, commercial, and government customers.
There are two core components to the program which is now being expanded across the country. With Pickup & Delivery, customers can make online appointments for minor repairs and maintenance and the Ford dealer will come to their home or business location to pick up the vehicle. After the planned repairs are completed, the vehicle will be returned to the site.
With Mobile Service, customers can make appointments for similar types of operations, although a technician in a mobile service van will arrive on site and perform repairs or maintenance at a location of the customer’s choice.
“Customers who have experienced Pickup & Delivery and Mobile Service love the convenience and flexibility,” Todd Rabourn, CX Regional North America Director, explains. “This program increases the access customers have to remote service options, so whether you’re about to change your oil or need to complete a recall, your vehicle will be easier to service with less disruption to your life, and the activities and people you care about. ”
About a year ago, Lincoln – Ford’s luxury brand for the US market – launched what it calls the Mobile Vehicle Spa. While initially limited to Houston only, the service offers complete exterior and interior cleaning and detailing at a customer’s preferred location and schedule. Refueling is also part of the program.
