For the 14th Consecutive year, Chaparral and Robalo Boats was awarded the NMMA CSI Award for customer satisfaction. Chaparral received the award for the following categories: sterndrive bowrider boats, fiberglass outboard boats, and deck boats while Robalo was awarded for fiberglass outboard boats.
Award recipients were acknowledged this morning during NMMA’s 2021 State of the Recreational Boating Industry and Awards Presentation.
“Consumer expectations of products and services are dramatically increasing across all industries. In recreational boating, we collectively continue to enhance our brand, product and dealer experiences to provide exceptional customer service and quality products,” noted Robert Newsome, senior vice president of operations for NMMA. “Today, we honor those boat and engine brands who deliver on these values and are examples of excellence in customer satisfaction.”
“We are honored to receive this prestigious award on behalf of our employees, dealers, and vendor partners who have worked through very challenging times this year to continue to demonstrate our commitment to uphold the highest standards in customer satisfaction.” – Buck Pegg, Founder Chaparral Boats, Inc.
The NMMA launched the CSI Program in 2001 to provide boat and engine manufacturers with an independently measured tool to help improve customer satisfaction in the boating industry. The program allows participating manufacturer companies to continue to monitor the customer experience before, during, and after delivery of the product for continuous improvement.
The Marine Industry CSI Awards honor boat and engine manufacturers who actively measure customer satisfaction and pursue continuous improvement to better serve their customers. Award recipients achieved an independently-measured standard of excellence of 90 percent or higher in customer satisfaction over the past program year, based on information provided by customers purchasing a new boat or engine during the period between January 1, 2020 and December 31, 2020. Participating manufacturers must survey all new boat buyers during this period. For this reporting period, the program surveyed more than 175,000 customers.