The National Marine Manufacturers Association (NMMA) announced Malibu Boats as the recipient of the 2009 Marine Industry CSI Award. That makes it 2 years in a row for the world’s best selling water sports boat. This latest award joins Malibu's 8th consecutive Boat of the Year Award in the trophy cabinet for 2009. Malibu Boats was recognized for excellence in customer satisfaction, as part of NMMA’s Customer Satisfaction Index (CSI) program.
Malibu Boats will be acknowledged during the 2009 International BoatBuilders’ Exhibition and Conference (IBEX), taking place October 12-14 at the Miami Beach Convention Center.
The Marine Industry CSI Awards program honors participating manufacturers that actively measure customer satisfaction and pursue continuous improvement to better serve the customer. Award recipients achieved and maintained an independently-measured standard of excellence of 90 percent or higher in customer satisfaction over the past year, based on information provided by customers purchasing a new boat or engine during the period between April 1, 2008 and March 31, 2009. Participating manufacturers must survey all new boat buyers during this period.
“We are extremely proud to receive this award two years in a row, but the real reward, for us, is the strong customer relationships and brand loyalty we enjoy,” explains Mike Sanchez, Malibu Boats Customer Service and Warranty Director. “We have a great team in place who pride themselves on serving the customer completely. They make this possible.”
“As we work to strengthen our industry, customer satisfaction and retention will always be our foundation for growth,” said NMMA president Thom Dammrich. “This year’s Marine Industry CSI Award recipients are at the forefront of our industry’s growth potential and are helping ensure the experience of purchasing and owning a boat add value to the overall enjoyment of the boating lifestyle.”
NMMA launched its CSI program in 2001 to provide boat and engine manufacturers with an independently-measured, cost-effective means of improving customer satisfaction in the boating industry. Since the program’s inception, more than 600,000 surveys have been sent out to new boat and engine customers, allowing participating manufacturers to monitor customer satisfaction on an ongoing basis, and to benchmark themselves against the industry and their competitors. There were a total of 105 boat and engine brands that participated in the 2009 program.
Tags: Malibu Boats | NMMA | CSI | award | Marine Industry | IBEX | customer service | Mike Sanchez | Thom Dammrich
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