Millions Reclaim Time with Ford, Lincoln Vehicle Service at Home, Work

Drivers love their vehicles, but when it comes time for service or repair, they have long looked for more convenience.

Millions of customers have found a life hack: they can chill at home or get work done at the office while techs drive out to service their vehicle, or pick their vehicle up, service it and deliver it back to them.

Every day, dealers across the globe deploy technicians in a fleet of more than 3,500 vehicles to conduct service appointments at customer homes and office buildings. If a vehicle cannot be serviced remotely, the dealer sends a vehicle from a separate fleet, with two drivers. That way, one can drive a customer’s vehicle back to the shop, repair it and return it when finished – a service that originated on the Lincoln brand in 2016.

Ford and Lincoln completed more than 2.4 million Ford Pickup & Delivery and Mobile Service appointments globally last year. Approximately 375,000 customers a month now choose one of these options. On the Lincoln side, nearly 1 in 5 service experiences in 2024 have been remote; Ford and its dealers continue to scale both programs to meet growing customer demand.

U.S. customers rate their satisfaction with these experiences, specifically Mobile Service, significantly higher than traditional shop services, with a Net Promoter Score of 84, about 15% higher than comparable auto shop service. NPS indicates a customer’s willingness to encourage others to try the brand.

Ford Remote Services Fast Facts

2.4 million

Number of Ford Pickup & Delivery and Mobile Service experiences in 2023.

375,000

Customers now use Ford Remote Services each month.

3,500

Number of Ford Mobile Service vehicles globally.

84

Net Promoter Score of U.S. customers who experience Ford Mobile Service, 15% higher than traditional shop service.

“We want to return to our customers the most valuable commodity in modern life – time. Service appointments should be as simple as booking an appointment with your phone. They should not interrupt a customer’s day.”

-Elena Ford, Chief Dealer Engagement Officer

“We want to return to our customers the most valuable commodity in modern life – time. Service appointments should be as simple as booking an appointment with your phone. They should not interrupt a customer’s day.”

Elena Ford
Chief Dealer Engagement Officer

Kathy Livengood of Virginia needed a recall service fix and scheduled an appointment via the FordPass app because she had trouble finding the time to get to the dealership.

“I work from home and for me to come into the dealership to take it into service in the morning is a pain," Livengood said. “For them to come to my house and be gone in 15 minutes, they were rockstars. My husband and I are extremely thankful because this was awesome.”

In a recent interaction with Boulevard Ford, busy business owner Jay Bond of Lewis, Delaware, had his F-150 serviced for an oil change and a software issue. Impressed by the convenience and efficiency of the mobile service, Bond praised the technician for his professionalism and helpfulness – and the fact the technician re-parked his truck in its preferred spot. He even commended the technician to the dealer, emphasizing his outstanding service.

“Instead of sitting at the dealer for an hour, this is so much more convenient and efficient,” he said.

Chris Poulos, Lincoln Retailer Chair, said that services like Pickup & Delivery – which Lincoln was first to offer at scale – have become table stakes among luxury customers.

“Client expectations have risen over the years, especially in the luxury space,” he said. “We must continue to build on services and experiences to meet our clients on their terms.”
Chris Poulos, Lincoln Retailer Chair

Ford customers are also changing their expectations.

Ninety percent of customers indicate once they experience mobile service, they want to use it again in the future, according to Dave Wilson, president of Preston Ford. This also applies to commercial customers, some of which have vehicle fleets of 30 or more – comprised of Ford and competitor vehicles – and need routine maintenance and tire rotations while minimizing downtime.

These interactions are also a pathway to conquest sales, said Eddie Stivers of Stivers Ford in Birmingham, Alabama. One customer, who got remote oil changes on his F-150 and GMC truck during a remote visit, valued the service so much that he traded in his competitive model for a Ford – and used Pickup & Delivery for the trade-in process.

Ford and Lincoln customers can easily schedule Pickup & Delivery appointments through the FordPass or LincolnWay app, staying informed and connected throughout the service process. Customers have the option to choose their preferred method of alternative transportation and secure payment options.

The program is available to all customers, encompassing retail, fleet, commercial, and government clients.