Customer Perception
Analysis of Ford's perception of Harman quality and service
Q3 2025 (Jul - Sep)
3
42
12
Net Promoter Score
Target: >50
8.5%
2.3%
Perception Gap Index
Target: <10%
7.8
0.6
Brand Attribute Rating
Target: >8.0
8.2
0.7
Trust Index
Target: >8.5
Net Promoter Score Breakdown
Detractors
18%
Passives
22%
Promoters
60%
NPS Calculation: % Promoters - % Detractors
60% - 18% = 42
Industry Average: 38
Brand Attribute Ratings
Perception Gap Analysis
Voice of Customer
Positive Feedback
"The responsiveness of the Harman team has improved significantly over the past quarter. Issues are being addressed much more quickly."
Engineering Manager, Infotainment"The quality of the latest audio systems has been exceptional. Our customers are noticing the difference."
Product Manager, Audio SystemsAreas for Improvement
"Documentation could be more comprehensive. We often need to request additional information during integration."
Technical Lead, Integration"Voice recognition accuracy in noisy conditions remains a challenge. We need to see more improvement in this area."
UX Director