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Lakeland Marine Awarded
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Every year Mercury Marine gives out the coveted Customer Service Index award to dealerships that demonstrate a commitment to excellence. This award is based soley off customer satisfaction surveys. In 2007 only one dealership in Arizona was able to earn that award. Lakeland Marine. While we have held the ranking of "Mercury Premiere" dealer for a number of years this is the first time we have earned the coveted C.S.I. award. We are proud that our customers are completely satisfied with the service that we provide. We will continue our tradition of exemplary customer service and hope that you will feel confidant in our ability to maintain your boat. Please stop in and meet our award winning staff and set up a time for us to give your boat some of our TLC.
The following is an exerpt from the letter received from Mercury Marine. |
Lakeland Marine Awarded Mercury Marine Service AwardMercury Marine has presented Lakeland Marine of Lake Havasu City, Arizona, it's prestigious Service Customer Satisfaction Index (CSI) Award for 2007.Mercury Marine's Service CSI Program measures the satisfaction of consumers after having service work done on their Mercury outboard or Mercruiser products. Lakeland Marine won the Service CSI Award for its ongoing commitment to providing exemplary customer service, based on the responses of customers who had warranty work done at the dealership during the past year. A total of 69 dealers qualified for the Service CSI Award for 2007. The CSI score for each dealers kept and monitored by Mercury Marine. After warranty work has been completed, Mercury Marine sends out a Service CSI survey to the consumer asking him or her to rate the service received. To be eligible for the Service CSI Award, a dealer must maintain a rolling 12-month score of 90 or better out of 100 in three areas of the Service CSI survey. These questions ask consumers to rate their overall service 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. |
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