In the early days of the pandemic, some Ford dealerships across the U.S. started offering a Pickup & Delivery service, allowing people to get their vehicles serviced while staying safe in the comfort of their home. The experience was well received by customers, and dealerships saw a rise in customer satisfaction scores as a result.

On September 13, Ford will expand the popular service by making it available to all of its 8.5 million FordPass Rewards members. This adds an extra level of convenience for regular vehicle maintenance calls such as an oil change, tire rotation or warranty repair, and shows our customers that we value their time.

At the same time, Ford is strengthening its FordPass Rewards program by adding Tiers – Blue, Silver and Bronze – to reward and recognize its most loyal customers. Each higher Tier unlocks exclusive membership benefits and enhanced opportunities, giving customers even more ways to redeem Points. Members in the top two tiers, Silver and Blue, will be eligible for complimentary Pickup & Delivery services.

“Ford is the only mainstream auto brand making Pickup & Delivery available at scale to millions of customers, regardless of the model,” said Elena Ford, the company’s chief customer experience officer. “It’s our job to look after all our customers, and being flexible, respecting their time and giving them peace of mind is one way we can do that. Coupled with Tiers, we are ensuring the value of owning a Ford vehicle gets better and better over time.”

The expansion of these programs is part of Ford’s plan to change the way it interacts with customers, moving from a transactional relationship focused heavily on the shop/buy process, to offering always-on customer experiences. It also aligns with Ford’s aspiration to be the industry leader in remote services by the end of 2021, which also includes hundreds of mobile service vans, loaner vehicles and vouchers to ride sharing services.

Since March 2020, Ford has delivered around 100,000 Pickup & Delivery services in the U.S. The process is simple – customers call their local dealer to schedule an appointment and request an at-home or at-work pickup. On the day of service, customers receive updates via phone, text or e-mail to keep them informed of their vehicle’s progress, and it’s delivered back as soon as the service is complete.

While FordPass Rewards is already one of the most comprehensive loyalty programs in the automotive industry in North America, the addition of the three new membership Tiers gives members access to even more exclusive benefits and offers.

Customers move up through the Tiers by achieving Milestones – done by buying or leasing a new Ford vehicle (50 Milestones), purchasing a Ford Blue Advantage vehicle (25 Milestones), any retail service activity at the dealership (25 Milestones) and being an active FordPass Rewards Visa^® cardholder, to name a few.

FordPass Rewards members who have earned 200 milestones or more since January 2021 will be put in the Blue tier and those with 120 milestones or more will be Silver. All other members will be automatically moved into Bronze. Milestones have no redemption value, they are accumulated to achieve status only, while points accrued by members can be easily redeemed and used for future service visits, dealership purchases such as accessories, or as a down payment on a member’s next Ford vehicle.

The higher the Tier, the better the rewards and points-earning potential:

• Blue members earn 10 Points per dollar spent on Ford Service, plus a 10 percent bonus on Points earned. Access to exclusive partner offers as well as two complimentary Pickup & Delivery services per year included.
• Silver members earn 10 Points per dollar spent on Ford Service, plus a 5 percent bonus on Points earned. Access to exclusive partner offers as well as one complimentary Pickup & Delivery service per year included.
• Bronze members earn 10 Points per dollar spent on Ford services as well as access to exclusive partner offers. Eligible for access to a Pickup & Delivery service for 10,000 Points.

In addition to Pickup & Delivery being a benefit of Tiers, members also get access to exclusive partnership offers and discounts with Costco, TaskRabbit, Ford Performance Racing School and Pro Football Hall of Fame.

“FordPass Rewards is a unique relationship-building tool for both our customers and our dealers, as it offers flexibility and drives ongoing business to our stores,” said Elena Ford. “Tiers is not only a foundational way to increase engagement with our customers throughout the ownership experience, but also a platform to launch new experiences such as Pickup & Delivery, delivering the best experiences to our most loyal followers.”

The FordPass Rewards section of the FordPass app, one of the app’s most frequently used features, goes hand in hand with the loyalty program, allowing customers to easily check their Tier status, Points balance and access their benefits. FordPass app also gives customers access to remote command and control features, information on FordCredit and recalls, vehicle health alerts and access to emergency services, all at no cost.

While management lease vehicle holders are not eligible for the Pickup and Delivery service, all employees can become a FordPass Rewards member and are encouraged to check their FordPass app on Monday to check their Tiers status.