Mercury Marine presented its 2018 Customer Satisfaction Index (CSI) award to a record number of dealerships this year, all who embody the highest levels of customer satisfaction. The number of dealers earning the award this year has increased more than 12 percent from a year ago.
“We continually strive for service excellence and to ensure that our dealers share that same vision,” said Jim Helmick, Mercury Marine Director of Field Service Development and Operations. “Achieving a record number of winners in 2018 exemplifies our commitment to making boating better.”
Mercury Marine measures consumers’ satisfaction with the service performed on their Mercury outboard or MerCruiser Sterndrive and inboard products on numerous aspects of the experience. Customers who have recently sought service from a Mercury dealer are asked to rate their overall service satisfaction with the dealership, and to indicate their likeliness to re-visit the dealership again in the future.
“As the ratings are determined by customer feedback, it is considered one of the industry’s most prestigious awards,” Helmick said.
To be eligible for the award, dealerships must be a Mercury Premier Level or Certified Service Level dealer and have maintained a score of greater than 94 out of a possible 100 for 12 consecutive months. Mercury began the program in 2006.
The CSI score for each dealership is measured and monitored by Mercury Marine. After warranty work has been completed, Mercury sends out a Service CSI survey to the consumer, asking them to rate the service received.
“Customer Service is key to remaining competitive in the evolving marine market place and to retaining long-term customer relationships,” said Helmick. “The dealers who achieve the Service CSI Award status have shown themselves as the benchmark to the industry, delivering world-class service support and providing our customers with the service that they expect.”