Product quality is the foundation of the Goodyear brand. Our customers and consumers demand high-quality tires, and we continuously work with them to meet their needs and ensure they are satisfied. We aspire to maintain the global tire supplier of choice by providing industry-leading quality, performance and service.

Goodyear continuously improves our QMS through the execution of our Global Quality strategy. There are six elements to Goodyear’s quality strategy—voice of the customer and consumer; robust release; manufacturing process capabilities; definition and enforcement of quality process, standards and specifications; regulatory compliance; and organizational/technical capabilities.

Consistency is a key component of our Quality strategy and is achieved through certified adherence to industry-accepted standards. All our facilities are ISO 9001-certified, and our OEM-producing plants are certified to the more stringent automotive IATF 16949 standard as required by certain OE customers. Training also plays a key role in executing our strategy, and our production associates are trained annually on product quality and safety.

A Focus on Continuous Improvement and Customer Satisfaction

Audits

Manufacturing facility audits—by both local manufacturing facility associates and regional functional experts—are conducted through a structured and layered audit process. Regional audits are conducted either on an annual or semi-annual basis. Facility audit frequencies can range from daily to quarterly depending on which management layer is conducting the audit. External OEM customer auditors and third-party auditors who review adherence to international quality standards, such as ISO 9000, IATF 16949 and AS 9100, complement our internal assessments.

Customer Engagement

We work closely with our OEM customers and receive feedback from them on an annual basis through our internally developed voice of the customer survey. This survey uses a combination of leading and lagging quantitative and qualitative metrics to score overall OEM customer satisfaction, highlighting our priorities and areas of opportunity. In 2023, we received feedback—on topics such as brand reputation, product performance and customer service—from more than 400 customers representing our Americas, EMEA and Asia Pacific regions.

Warranty Cost Per Net Sales

We also measure customer satisfaction through warranty cost per net sales, which is the cost to fulfill warranties compared to net sales. This metric provides a barometer to measure Goodyear’s ability to deliver the full value of our tires from the point of purchase. Goodyear is among the industry leaders in warranty cost per net sales, and 2023 was no different. Our goal is to maintain that status.itors and third-party auditors who review adherence to international quality standards, such as ISO 9000, IATF 16949 and AS 9100, complement our internal assessments.