Mercury 3.0L Carbureted Alpha Specifications download pdf (Page 246)

CSI Info and FAQ

Customer Satisfaction Index (CSI)

Customer Satisfaction Index (CSI) Getting your finger on the pulse of

your customer. People spend a lot of energy trying to make customers

happy. Money spent for advertising, new and different merchandise, boat

shows, open houses, training, and special programs. Staffing for peak

customer traffic times or extending service department hours. Always trying to

provide ourselves with something that the customer wants that will make them

your customers instead of the competition’s customer.

How do we determine what that competitive advantage is? First you have to

identify what your strengths are. What is it that your service department does

that your customers really like and keeps them coming back? When we

identify what those items are we can build on those strengths. We also need

to identify what our opportunities for improvement are. What do our customers

feel that we could do to better serve them and make them want to come back

to our service department?

What better way to gain this kind of insight than to ask the customers

themselves? As any technician will tell you, a big part of being successful in

service is having the right tools for the job. These tools range from wrenches,

screwdrivers, and special tools to computer diagnostic equipment. All of those

tools won’t help us if we do not understand what we need to fix? So we need

reference manuals and we need to ask questions. We are going to reach in to

the tool box today to pull out some very important reference materials. The

Consumer Survey Index (CSI). CSI is just like any other tool. If you never take

it out of the box it cannot help you. The CSI reports for your dealership are

readily available on MercNET for your review and are broken down into four

easy to use categories. We will provide you with a brief overview of the CSI

program, answer some of the most frequently asked questions regarding CSI

and show you how easy it is to gain access to your individual CSI report.

Program Overview

Mercury Marine’s Dealer Warranty Service CSI program is designed to help

dealers understand how they are doing relative to customer’s perceptions.

The goal of this program is to measure the satisfaction level of consumers

who have had Mercury engine warranty work performed at a Mercury

Authorized dealership. The results are then provided to each dealership to

assist in recognizing the customer’s perception of their dealership.

Notes

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Mercury 3.0L Carbureted Alpha Specifications Page 246