Ford 2004 Annual Report Download - page 99

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FINANCIAL SERVICES
AUTOMOTIVE CORE AND AFFILIATE BRANDS PREMIER AUTOMOTIVE GROUP
CUSTOMER SERVICES
9,091 dealers 1,421 dealers 2,014 dealers 5,625 dealers 125 dealers 862 dealers 2,341 dealers 1,443 dealers
110 markets 28 markets 27 markets 144 markets 32 markets 68 markets 104 markets 103 markets
5,548,381 147,708 200,550 1,188,856 * 2,400 118,918 455,950 162,422
Sales Mix: Sales Mix: Sales Mix: Sales Mix: Sales Mix: Sales Mix: Sales Mix: Sales Mix:
57% N. America 99% N. America 97% N. America 45% Asia Pacific 60% Europe 50% Europe 55% Europe 60% Europe
27% Europe 1% Rest-of- 3% Rest-of- 28% N. America 30% N. America 41% N. America 34% N. America 23% N. America
7% Asia Pacific world world 23% Europe 6% Asia Pacific 6% Asia Pacific 6% Asia Pacific 8% Rest-of-
5% S. America 2% L. America 4% Rest-of- 3% Rest-of- 5% Rest-of- world
4% Rest-of- 1% Rest-of- world world world 7% Asia Pacific
world world 2% S. America
1.800.392.3673 1.800.521.4140 1.800.521.4140 1.800.222.5500 +44.1908 610620 1.800.452.4827 1.800.458.1552 1.800.637.6837
www. www. www. www.mazdausa.com www.astonmartin.com www.jaguar.com www.volvocars.com www.landrover.com
fordvehicles.com lincolnvehicles.com mercuryvehicles.com
customerassistance@ enquiry@ jaguarowner@ customercare@ asklr@landrover.com
mazdausa.com astonmartin.com jaguar.com volvocars.com
• Operations in
36 countries
• Provides automotive
financing for Ford,
Lincoln, Mercury,
Aston Martin, Jaguar,
Land Rover, Mazda
and Volvo dealers
and customers
• More than $168
billion in managed
receivables
• Approximately
3.1 million vehicle
financing contracts
1.800.727.7000
www.fordcredit.com
• Hertz and its affiliates, associates
and independent licensees
represent what the company
believes is the largest worldwide
general use car rental brand and
one of the largest industrial and
construction equipment rental
businesses in North America
• Operations in more than 150
countries and jurisdictions
• More than 7,200
locations worldwide
• Expanded U.S. suburban
locations to more than 1,250
• Expanded the Hertz Prestige Collection
to more than 100 locations worldwide
• Expanded NeverLost to more
than 42,000 units
• Introduced brand and model
reservability to its #1 Club and
#1 Club Gold rental programs
• Expanded Sirius Satellite Radios
to more than 29,000 units
• Introduced wireless, high-speed
Internet connections at five
major U.S. airport locations
1.800.654.3131
www.hertz.com
• A total service experience for
Ford, Lincoln and Mercury owners
available only at Ford, Lincoln and
Mercury dealerships — designed
to deliver customer satisfaction
and repeat purchase intent
• Parts engineered to Ford Motor
Company specifications
• Technicians trained and certified
specifically on Ford, Lincoln
and Mercury vehicles
• Lincoln was the “#1 Nameplate
in Customer Satisfaction with
Dealer Service” according to the
J.D. Power and Associates 2004
Customer Service Index Study
• Record overall service satisfaction
performance as measured by
Ford Motor Company’s Customer
Viewpoint service experience survey
• Daily Parts Advantage launch
completed. Record parts availability
and on-time delivery for Ford,
Lincoln and Mercury dealers
Ford/Mercury
1.800.392.3673
Lincoln
1.800.521.4140
www.genuineflmservice.com
www.customersaskford.com
Motorcraft Parts
• Designed, engineered
and recommended by
Ford Motor Company
and available in Ford,
Lincoln and Mercury
franchised dealerships,
Ford authorized
distributors and select
major retail accounts
Genuine Ford Accessories
• Wide range of customer
accessories designed
to accent Ford, Lincoln
and Mercury vehicles
Motorcraft Parts
• New product lines
including electric fuel
pumps, chassis parts,
shocks, struts and
starter assemblies
Genuine Ford Accessories
• Growing lineup of
exciting new products:
20” wheels, Sport Liner™
(carpeted bedliner) and
chrome bug shields
Motorcraft Parts
www.motorcraft.com
Genuine Ford Accessories
www.fordaccessoriesstore.com
www.lincolnaccessories.com
www.mercuryaccessories.com
Ford Extended Service Plan and
Automobile Protection Corporation
• Providing comprehensive
vehicle service contract and
maintenance programs
Ford Extended Service Plan (ESP)
• Major customers include Ford,
Lincoln and Mercury vehicle dealers,
commercial customers and fleets
of Ford Motor Company vehicles
Automobile Protection
Corporation (APCO)
• Major customers include Mazda,
Volvo, Jaguar, Land Rover and
competitive make vehicle dealers
Ford ESP & APCO
• Industry-leading sales of over
2 million vehicle service contracts
Ford ESP
• Managing more than
5.4 million active contracts
APCO
• Managing more than
1.4 million active contracts
Ford ESP
www.genuineflmservice.com
APCO
www.easycare.com
CUSTOMER
ASSISTANCE
RETAIL VEHICLE
SALES AND
SALES MIX
DEALERS
AND
MARKETS
CUSTOMER
ASSISTANCE
2004 HIGHLIGHTS OPERATIONS
* As an unconsolidated subsidiary, Mazda sales are not consolidated into Ford Motor Company vehicle unit sales.
Only vehicles built by Ford for Mazda are included in total Ford unit sales summaries.
A GLOBAL OVERVIEW
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