The Marine Industry CSI program, administered by AVALA Marketing Group, announced the expansion of the program to include a National Dealer Satisfaction Award. The National Dealer Satisfaction Awards program recognizes marine dealerships who rate 90% or higher in overall customer satisfaction in the sales and service category.
Dealers can be recognized with a Marine Industry National Dealer Satisfaction Award if the following guidelines are met:
In 2017, the program will expand to include a dealer portal, in which dealers can access aggregated satisfaction data for all the brands they carry in the Marine Industry CSI program.
Answer: DEALERS: If you carry a boat brand that is a full participant in the Marine Industry CSI program, you don’t need to do anything as you are auto enrolled this year. In 2017, we will have an enrollment process for dealers that you will need to sign up for, but this year, no need for you to do anything.
MANUFACTURERS: You must be a full-participant in the Marine Industry CSI program in order for your dealers to participate in the awards program. If you are an audit participant or non-member, your dealers are not eligible to win an award.
Answer: The rules are:
Dealer A carries Pursuit, Chris-Craft, Bennington and Brand X that is not in the Marine Industry CSI program.
If Dealer A gets 13 total returns, 4 from Pursuit, 3 from Chris-Craft, and 6 from Bennington – and if their average aggregate score is 90% on these 13 completed surveys, Dealer A will earn the award. Or in another scenario, if Dealer A doesn’t get a total of 10 returned surveys, but they get 5 from Pursuit, 2 from Chris-Craft and 2 from Bennington,
Dealer A would only get rewarded for recognition as a Pursuit dealer (as long as all Pursuit scores are over 90%).
Answer: Consumers who purchase a boat from a participating Marine Industry CSI manufacturer will receive two surveys: a 30 day satisfaction survey and a 10-month quality/service survey. If a manufacturer receives a completed satisfaction survey for Consumer A in June of 2016, for example, that survey would count towards the 2016 Marine Industry CSI Awards Period. However, when Consumer A completes the 10-month service survey in April of 2017, the results of that survey will count towards the 2017 Marine Industry CSI Awards Period.
Answer: The marine industry was notified of the program enhancement through an email from AVALA Marketing Group, as well as a press release from the NMMA. Dealers and manufacturers that had a valid/current email address on file with us received the announcement via email communication.
Answer: Dealers must receive a minimum of 10 customer responses in total or five customer responses from one brand to be considered for the Marine Industry CSI Award.
Answer: OSAT dealer on initial survey (this is the sales award) and OSAT Service on the follow-up survey.
The guidelines governing the Marine Industry National Dealer Customer Satisfaction (CSI) Award Program are outlined below. Before receiving an award and utilizing any CSI Program logos, each qualifying company must have acknowledged in writing adherence to the following guidelines: