ASQ Quality Report

The Quarterly Quality Report
An ASQ Analysis of Quality & Customer Satisfaction With
Manufacturing Durable Goods and E-Business

Table 2

Differential Between Perceived Overall Quality
and Customer Expectations

Nameplate

 

Mercedes-Benz

-6

Volkswagen

-6

BMW

-2

Cadillac

-2

Lexus

-2

Chrysler/Plymouth

-1

Lincoln/Mercury

-1

Ford

-1

Nissan

0

Jeep

0

Mazda

+1

Toyota

+1

Chevrolet

+1

Buick

+1

GMC

+1

Honda

+2

Dodge

+2

Pontiac

+2

Kia

+2

Saturn

+3

Hyundai

+5

 

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