For the second time in as many years, the Lake Havasu City, Ariz.-based Nordic Boats earned a Customer Satisfaction Index (CSI) Award from Mercury Marine. And in receiving the 2019 honor, which the entire team at Nordic holds in high regard, Nordic’s Bob Maguire took the trophy around the shop for a quick photo shoot and shared a few images with Speedonthewater.com yesterday.
Nordic Boats won its second consecutive CSI Award from Mercury Marine for its service efforts in 2019. Photos courtesy Bob Maguire
Maguire also shared the cell phone number for Nordic’s service manager, Kyle Kozan, who was extremely proud that Nordic was recognized once again.
“To win the CSI Award from Mercury two years in a row shows that we have set some high standards and that we’ve continue to uphold them in the customers’ eyes, which to us is what really matters,” said Kozan, a longtime marine mechanic who moved from Illinois to Lake Havasu City in November 2017 and started working for Nordic right away. “Nordic never won the award in the past so the recognition is something I’m very proud of, the whole team is. This truly is a team effort and to have customers go out of their way to recognize our work is a good feeling.
“That’s my favorite part about working here—we have an incredible team,” he continued. “Each person at Nordic has a role to fill in building a boat from nothing but raw materials. Everyone here works as a part of a team and adds their expertise to construct, promote and sell what eventually becomes a piece of art that the owner has a lot of pride in. My second favorite part about working here is the weather because the season never stops around here. And when that’s the case, neither does the service, especially when you keep the customers happy.”
Nordic proudly displayed its 2019 customer-nominated award-winning service team honor (click to enlarge).
In a press release from Mercury Marine, which began its annual CSI awards program in 2006, Jim Helmick, Mercury’s director of field service development and operations, explained that the honors are presented to companies that embody the highest levels of service based on 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.
“We continually strive for service excellence and to ensure that our dealers share that same vision,” Helmick said in the release.
This year, more than 250 dealers around the country received the 2019 distinction from the Fond du Lac, Wis., marine engine and accessories conglomerate. The CSI score for each facility is measured and monitored by Mercury Marine. After warranty work has been completed, the company sends out a Service CSI survey to the consumer, asking the consumer to rate the experience.
“As the ratings are determined by customer feedback, this award is considered one of the industry’s most prestigious,” Helmick added. “Customer service is key to remaining competitive in the evolving marine marketplace and to retaining long‑term customer relationships. The dealers that achieve the Service CSI Award have shown themselves as the benchmark to the industry, delivering world‑class service support and providing our customers with the service that they expect.”