A full-service Nor-Tech dealer in Kimball, Mich., American Custom Marine has earned a 2019 Customer Satisfaction Index (CSI) Award from Mercury Marine. The dealership, which also specializes in rigging, paint, gelcoat and fiberglass repair, engine upgrades and more was one of more than 250 dealers around that received the honor from the Fond du Lac, Wis., marine engine and accessories giant.
Exhibiting at the Detroit Boat Show this week, American Custom Marine received Mercury Marine’s highest honor for dealers.
Currently representing Nor-Tech at the Detroit Boat Show, American Custom Marine principal Mike Knoblock said the honor is particularly gratifying.
“When you’re doing warranty to work, the biggest thing is to make sure everyone is happy—that’s what it’s all about. We are excited to receive this award because our service is part of what takes us to the next level.”
According to a press release from Mercury Marine, its annual Customer Satisfaction Index (CSI) honors are “presented to dealerships that embody the highest levels of service, according to customer evaluations.” To be eligible for the customer-feedback-based honor, Mercury Marine dealerships must be a Mercury Premier Level or Certified Service Level dealer and must have maintained a score of greater than 94 out of a possible 100 for 12 consecutive months.
Mercury began the program in 2006.
“We continually strive for service excellence and to ensure that our dealers share that same vision,” said Jim Helmick, Mercury Marine’s director of field service development and operations, in the release.
The CSI score for each dealership is measured and monitored by Mercury Marine. After warranty work has been completed, Mercury sends out a Service CSI survey to the consumer, asking the consumer to rate the experience.
Said Knoblock, “The biggest thing is to make sure everyone is happy—that’s what it’s all about.