Getting a vehicle serviced can be extremely inconvenient, prompting automakers like Ford to begin offering a concierge pickup and delivery service to its owners, making it easy to transport a vehicle to the dealership to have work done. In fact, Ford’s pickup and delivery service has proven popular among its customers, encouraging them to stick with The Blue Oval when searching for their next ride.
As a reminder, eligible customers who take advantage of Ford pickup and delivery can have their vehicle picked up from their home by a service technician and taken to the dealership, free of charge. Then, when the work is complete, the vehicle is returned to the customer, meaning they don’t have to go out of their way to bring it in for service. In the past, such perks have been more common among luxury brands, but Ford is extending the privilege to its mass market customers, too.
Ford found that customers who take advantage of concierge services tend to have significantly higher Net Promoter Scores, which is a key consideration in customer satisfaction. Additionally, vehicle owners who have access to remote services tend to stick with automakers who offer it, and are more likely to purchase a new vehicle from these brands. In the case of Ford specifically, 20 percent of 40,000 customers surveyed stated they’d return to The Blue Oval for their next ride because of it.
“We know that every auto manufacturer is trying to build great products with good styling, safety, technology, and all those things you have to do to be competitive in the market,” said Todd Rabourn, Ford Customer Experience and Service Performance representative. “But the OEMs that will win are the ones that can provide experiences for their customers that keep them coming back.”
Around 375,000 Ford and Lincoln owners take advantage of Ford pickup and delivery services each month, according to the automaker, and it expects adoption of the service to continue to grow.
Comments
Here’s the deal. You make the service appt online. Ford says “Thank you for your appt and we will see you then”
Then your appt comes and Ford is a no show. Then you get an email sorry you missed your appt.
So then you call the dealer to bitch and the Service Dept says “Oh yes. The appt system isn’t integrated with the dealer. You have to call us for an appt.”
What the hell Ford!???!? More proof that Jim Farley is the biggest idiot in the car biz and needs to go now.
But my 2023 Ford, under warranty, (17 K-AWD]– 3 codes, so needs to be flat towed, as not drivable, [ idles only] to the dealership, so make appointment and then told an individual must call Ford and make their own arrangements via FMC, to get it to dealer. Really great customer service. Wonder if I will need to make arrangements to get any parts needed delivered to the dealer. WTH? Now I can complete my JD Powers survey.
I think I’ve used the service 6 times now. Really convenient especially when I’m at work. They are always a little late but it beats wasting time on a Saturday. And it’s FREE!