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 products.
Recipients of this annual award display their ongoing commitment to providing exemplary customer service. The results of the award are based on the responses of customers who have had work performed at an authorized Mercury dealership during the prior year for products under warranty.
Dealers who are focused on satisfying their customers are more likely to experience increased sales, repeat business and improved recommendations. The Mercury Service CSI awards help to recognize the outstanding work of these dealers.
The CSI score for each dealership is kept and monitored by Mercury Marine. After warranty work has been completed, Mercury sends out a Service CSI survey to the consumer, asking him or her to rate the service received. Consumers are asked to rate their overall service satisfaction with the dealer, rate their satisfaction with the Service Advisor at the dealer, and also indicate if they would re-visit the dealer 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.