Better quality is translating into fewer trips to the car dealership for warranty repairs and that leads to happier customers. The latest J.D. Power and Associates’ 2008 Customer Service Index (CSI) study shows a historic low across the industry in the proportion of customers bringing their vehicles to the dealer for repair work versus maintenance, as well as an increase in overall satisfaction.For example, 51% of Ford service customers were in for maintenance work back in 2005 and 49% were in for repair work. In 2008, the maintenance rate jumped to 66% and the repairs dropped to 34%. The company’s ongoing efforts to increase quality can be pinpointed as one reason for the trend.“This is further proof that Ford’s quality processes are working,” says Bennie Fowler, group vice president, Quality. “We’re launching with quality – right out of the factory – and that leads to long-term durability for our customers.”The CSI study – which explores satisfaction with dealer maintenance and repair services – ranked Lincoln and Mercury fifth and sixth, respectively, while Ford brand improved at a greater rate than the industry average.