News
-
Don’t pass the buck
At Lynnhaven Marine (Ranked 24 in 2006), if a customer question, issue or complaint arises with you, you resolve it.…
Read More » -
Share your scores
Part of creating a CSI program is getting everyone to focus on its improvement. With that in mind, report your…
Read More » -
Make no excuse
Every dealer can create an excuse for why their scores are as “low” as they are. Every dealer has a…
Read More » -
Know the subject matter
Many dealers don’t even understand how their CSI score is created. Sure, they know that customers “rate” them, but the…
Read More » -
Incentivize customers to return surveys
A common complaint regarding CSI scores is the poor return rate the surveys receive. There are ways to improve that.…
Read More » -
Be proactive about sending surveys
Getting survey cards returned oftentimes can be improved by two simple steps. First, tell the customers to expect it. They’re…
Read More » -
Communicate with employees
Remember that your employees drive your CSI scores. Hold regular meetings with them so that as a company, you can…
Read More » -
Consult your customers
The Sportsman (Ranked 65 in 2006) on occasion goes directly to the customer for in-depth discussions of how the company…
Read More » -
Create your own survey
Some boat builders are behind the times and don’t offer CSI information to their dealers. If that’s the case, create…
Read More » -
Reward employees for improvement
Russo Marine (Ranked 7 in 2006) is in the first phase of a new CSI program that will eventually reward…
Read More »