Mercury Marine to present service award to dealerships
Jan 18, 2011
Mercury Marine will soon present its prestigious Service Customer Satisfaction Index Award for 2010 to 104 U.S. and Canadian dealerships.
As part of Mercury Marine’s commitment to ensuring the highest level of customer service in the marine industry, the company measures the satisfaction of consumers after they have service work performed on their Mercury outboard or MerCruiser sterndrive and inboard products.
Recipients of the award have displayed an ongoing commitment to providing exemplary customer service. The award is based on the responses of customers who had warranty work performed at an authorized Mercury dealership during the past year.
“We are thrilled to see these dealers win the Service CSI Award,” said Scott Breshears, director of Field Service Development and Operations for Mercury Marine. “A number of the dealers have won the award every year since the inception of the program in 2006. We look forward to their continued success in 2011.”
Every dealership’s CSI score is measured and monitored by Mercury Marine after warranty work has been completed. Mercury sends out a Service CSI survey to the consumer. Consumers are asked to rate overall service satisfaction with the dealership and service advisor at the dealership, and also indicate if they would revisit the dealership again in the future. Tracking Service CSI scores is one way Mercury evaluates the effectiveness of its individual dealers as well as its own policies and training programs. Dealerships that score high in Mercury’s Service CSI surveys are recognized through the awards program.