By Bob McCann, Lead Certification Consultant, MRAA Customer satisfaction in our industry is defined as a measure of how a boat builder’s product and a dealer’s service perform compared to customer’s expectations. It has long been the method to measure the effectiveness of the Marine Industry Certified Dealership Program (MICD).

When we can effectively answer a question in the mind of a prospective boat buyer, we build a layer of trust that boosts the customer’s experience — AND we take a step closer to selling them a boat. This idea probably isn’t new to you. Especially if you’ve been in