Mercury Marine presents service award to authorized dealerships
Jan 11, 2012
Mercury Marine is proud to present the prestigious Customer Satisfaction Index award winners of 2011 to 87 U.S. and Canadian dealers that maintained the highest levels of customer satisfaction.
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 having service work performed on their Mercury outboard or MerCruiser sterndrive and inboard products.
Recipients of this award established an ongoing commitment to provide exemplary customer service.
“In today’s challenging environment these dealers have maintained standards that all customers expect and deserve” said Rob Schrage, director of field service development and operations for Mercury Marine. “The industry must continue improving service excellence to meet consumers’ expectations. The CSI awards provide a scoreboard that lets winning dealers know they are the best of the best.”
The CSI score for each dealership is measured and monitored by Mercury Marine. After warranty work has been completed, Mercury sends to the consumer a Service CSI survey related to the quality of service received. Consumers are asked to rate their overall service satisfaction with the dealership, rate their satisfaction with the service advisor at the dealership, and also indicate if they would re-visit the dealership again in the future. Tracking Service CSI scores is a way Mercury evaluates the effectiveness of its individual dealers and of its own policies and training programs. Dealerships that score high in Mercury’s Service CSI surveys are recognized through the awards program.