Ford Authority

Ford Pickup & Delivery, Mobile Service Gaining In Popularity

Back in 2021, Ford announced that it was expanding its pickup and delivery services to all U.S. dealers following a successful trial run, with that process expected to be completed by 2023. The goal of this program was to boost customer service and engagement, making the act of servicing one’s vehicle far more convenient, and that’s been precisely that case so far as FoMoCo continues to expand its mobile service fleet. Now, Ford has provided an update on how its pickup and delivery and mobile services are gaining customers, and as it turns out, both have experienced rapid growth.

Ford Mobile Pickup And Delivery Service

Thus far, Ford notes that 2.4 million customers have taken advantage of its pickup and delivery plus mobile services, which has prompted it to expand its mobile fleet to around 3,500 vehicles. Currently, around 375,000 customers are using these services each month, and they’ve proven particularly popular on the Lincoln side of the business, as one out of every five service experiences in 2024 thus far have taken place remotely.

Perhaps even more important is the fact that Ford notes its mobile service has received strong satisfaction grades from participating customers, ones that are far higher than traditional shop services. In fact, mobile service has thus far received a Net Promoter Score (NPS) – which aims to determine the willingness of a customer to encourage others to switch to a specific brand – of 84, which is around 15 percent higher. Additionally, Ford has found that 90 percent of customers that use mobile service say that they want to take advantage of it again in the future, too.

Ford Mobile Pickup And Delivery Service

“We want to return to our customers the most valuable commodity in modern life – time. Service appointments should be as simple as booking an appointment with your phone. They should not interrupt a customer’s day,” said Elena Ford, Ford’s Chief Dealer Engagement Officer.

We’ll have more on Ford’s mobile pickup and delivery services soon, so be sure and subscribe to Ford Authority for 24/7 Ford news coverage.

Brett's lost track of all the Fords he's owned over the years and how much he's spent modifying them, but his current money pits include an S550 Mustang and 13th gen F-150.

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