Mercury Marine to reward dealers with high CSI scores

FOND DU LAC, Wis. – Mercury Marine has launched a program designed to recognize dealers who consistently provide an exceptional service experience to their retail customers, the company reported in a recent statement.

The Mercury Service CSI Award will only be awarded to the Mercury dealerships that receive exemplary marks on the Customer Satisfaction Index surveys that are sent from Mercury to every customer who has warranty work performed in the United States on his or her Mercury outboard or MerCruiser engine.

Mercury Director of Field Service Development and Operations Brad Weber said that Mercury recognizes the need to show more appreciation for dealers that go the extra mile to take care of boaters.

“We know that a quality service experience after the sale can often be the difference between a customer coming back for another Mercury engine when it’s time to trade in and a one who looks at other brands,” Weber said. “Worse yet, a really bad experience can turn people away from boating forever. People expect their boats to be safe and hassle-free, and they expect the dealer to be able to fix them right the first time if ever there is a problem.”

The first Mercury Service CSI Awards will be presented during the first quarter of 2007.

To qualify, a dealership must:

  • Be a Mercury Premier or Certified Service level dealer at the end of the fourth quarter of 2006.
  • Have a minimum of 30 Service CSI surveys returned from customers during the 2006 calendar year.
  • Maintain a minimum average score of 90 for 2006 on each of three key Service CSI survey questions.
  • Award-winning dealers will be presented with a trophy to display in their stores, along with a promotional package that includes a customizable press release to be used to announce the award to the local media.

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