October Forum Survey Results

[Ford Motor Company]

Hi Mustang Mach-E forum members (I feel like I need a better name for y'all?),

First, I want to thank EVERYONE who submitted a response to the survey that we launched a couple weeks back. It's incredibly helpful for Ford, and even more helpful for me to gather data to fight the good fight on behalf of the owners in this space, and ultimately be a "voice of the customer" on your behalf.

Some fun stats for you: The survey we ran in Feb had 543 submissions, this time we were down to 311 submissions. I put this down to having the first survey open longer.

Here's what you want to see more of:

• You want more clarification around software updates and OTAs
• Acknowledgment and action on known technical issues. You want official, and where possible, proactive communication about things you may notice in your vehicles
• Direct, honest and technical communication, even if it means I come back to you and say "I don't know, I can't share that, or I'm working on finding out"
• A closed feedback loop, where possible. Similar to the above, closing the loop when feedback or community flags are being addressed
• There was also a request for more international content! This one took me by surprise (hello to our Canadian, Australian and European friends!)

Here's what you want to see less of:

• Soon™
• DM me your VIN
• Corporate BS / marketing style language / Silence

And here's what I'm going to do with this information:

• Share this feedback with the product teams
• Do my best to pick up on technical issues, and gather clarification to share as soon as I can, within possibility of my role
• Openly tell you when I can't answer something, or I'm trying to find out more information, and close the loop when I do (when possible)
• Talk to you all like a human. I am one, after all
• While I can't avoid "Soon™" due to powers outside of my control, I will provide as much information as I can
• I also can't avoid "DM me your VIN" sometimes, but what I have been trying to do is close the loop in public threads, in case it can help others

NOW, I have one more request... Outside of the fun "quirks" that I help manage, what kind of interesting, fun, proactive, and helpful content can I start to provide? Heard re some international content (I'll chat with my friends in other regions), but what else? AMAs? Competitions? Just for fun stuff? Deep dives on technical "nerdy" stuff? I'm all ears. Reply to this thread and I will compile your responses to see what's even possible.

FWIW, the survey results were very similar across this forum and the F-150 Lightning forum. I work across both, and I'm taking the same approach within my power.

Brian, Not AI, from Ford

PS: There was also a lot of "we're happy Brian is here" messages, and that's not lost on me. Thank you!

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[HuntingPudel]

Random Soon™ memes would be funny. Can’t totally do away with it after all.

 

[Ford Motor Company]

Random Soon™ memes would be funny. Can’t totally do away with it after all.

 

[Colorado MME GT]

Thank you for listening to us, Brian. I understand how challenging it can be to bridge the desires and needs of the customer community, and the preferences of the development teams and engineers to carefully control communications. Outreach is about building trust, and trust requires transparency. Keep up the good work.

 

[MellowJohnny]

Content-wise how about some behind the scenes stuff? A Day in the Life? What I do at Ford? I would be interested in seeing a bit more of the new campus, who's doing what there, what's good in the cafeteria, etc.

And hello back from Canada - I live a stone's throw away from Head Office / Oakville Assembly Plant

 

[Ford Motor Company]

Content-wise how about some behind the scenes stuff? A Day in the Life? What I do at Ford? I would be interested in seeing a bit more of the new campus, who's doing what there, what's good in the cafeteria, etc.

And hello back from Canada - I live a stone's throw away from Head Office / Oakville Assembly Plant

Not as exciting as it may seem. Ha. But let me think on what's possible!

 

[JohnFoxeSheets]

Ok, here’s one you likely can’t answer directly, but perhaps you can mime it out for us : will Ford build passenger cars (e.g. SUVs) on the new BEV platform?

 

[JohnFoxeSheets]

Brian, please let your colleagues know that if they ever do this, you'll have a $#|+ show...

 

[kevin1024]

AMAs with different parts of the Ford EV team would be AWESOME!

I don't have contest ideas. I do have award ideas ... like a factory tour. (That'd be a pretty big one I imagine). Accessories, Free Blue Cruise.

 

[dan_meh]

I think AMAs would be great.

I would also like to see more surveys and metrics, and not just for serious things, but things that I'm just curious about. Like, how would you rate your region's charging infrastructure? How long has your longest road trip been? What's the amperage of your home charging (if you have it). How many members are from what regions? I'm really curious about this stuff. So this is kind of like an "ask the community anything."

It might be fun to have some swag for high engagement (maybe most reactions for a month or quarter gets a Mach-e coffee mug) or a "service to community" nomination. Example: I had a blown fuse in the HVJB. EVs are new to me and the "stop now" error message made me think, here we go... I'm about to be full of regret! @HuntingPudel was nice enough to look at my service invoice and say, (paraphrasing) "bummer, but minor in the grand scheme of things." When that kind of thing happens, it would be nice to let you know so that you could recogize service to the community. Again, maybe it comes with something fun - a pony you can hang from your rear view mirror or put on the dash. Something that's an in-symbol.

Maybe you could do a "Brian's Picks" of threads. Something like Ford Motor Company would like to acknowledge the conversation around ______________." Followed up with "I've taken this feedback to the team." Or "What you say here will inform the next generation EV." Or "We really love it when customers love our products." Or whatever. And it doesn't have to be serious. There are posts here that are just fun, and it would be nice to see what you think is fun. Or interesting. Or thought provoking.

 

[ChrisO]

What am I missing? I have always taken the “DM me your VIN” as an effort to help someone, I don’t see why anyone would object to that.

 

[RickMachE]

What am I missing? I have always taken the “DM me your VIN” as an effort to help someone, I don’t see why anyone would object to that.

Historically, they just contacted the dealership.

 

[AnimalChin]

Your #1 priority should probably be reminding your customers that they drive like ass and need to do better.

 

[VindictivePantz]

I think Ford has a unique opportunity to really craft not only existing experiences but also feed their future products with what the members of this forum bring to the table.

The variety of feedback, experiences, and perspectives - all generally done respectfully, is lightning in a bottle (no pun intended) that Ford really should take advantage of to set themselves apart from VW, Hyundai, and the Chinese manufacturers.

Ford has a PR issue with quality right now in general, but by demonstrating actions from customer input, it'll rebuild trust in the market.

 

[DanMachE]

Hello from Canada!! New to the forum but excited to see the survey results

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