Given its reputation for relentless attention to detail, it might surprise some go-fast boat enthusiasts to learn that DCB Performance Boats earned its first Customer Satisfaction Index Award from Mercury Marine this week. But that’s exactly what happened for the El Cajon, Calif., company.
“Our service department is small but dedicated, so it’s a real honor to earn our first CSI award from Mercury,” said Jeff Johnston, the president of DCB. “To get this kind of prestigious recognition from Mercury—based on real customer feedback—for our service achievements is very special. It means a lot to everyone at DCB.”
According to a Mercury Marine press release, the Fond du Lac, Wis., engine and accessories company’s CSI Program “measures the satisfaction of consumers” after warranty work has been performed by one of its certified service centers on a Mercury outboard or stern-drive engine. After the work has been completed, Mercury sends out a Service CSI survey to the consumer and ask him or her to rate the service received. To be eligible for the Service CSI Award, a dealer must maintain a score of 94 or better out of 100 in the Service CSI survey.
“DCB Performance Boats won the Service CSI Award for its ongoing commitment to providing exemplary customer service based on the responses of customers who had warranty work performed at the dealership during the past year,” the release stated.