This year's industry CSI results were based on returns from more than 60,000 consumer surveys collected from new boat buyers in 2007. On a 100-point scale, consumers rated their overall satisfaction with the boats they purchased in 2007 at 91.9, up from 90.6 the previous year and 90.2 in 2005. Satisfaction with engines purchased also increased to 92.9, which rose from 91.6 in 2006 and 91.1 in 2005. Finally, CSI scores for dealers were recorded at 89.0. This is an increase of two points over 2006 results (87.0) and more than 3 points above satisfaction scores recorded in 2005 (85.7).

“The trend over the past three years has been steadily increasing CSI scores for boat and engine manufacturers, as well as dealers,” says NMMA president Thom Dammrich. “This is a clear indicator that industry efforts to improve customer experiences both at the manufacturer and retail level are working. Consumers associate ‘Certified’ with a superior experience, and this is reflected in the CSI scores of certified products and dealerships.”

NMMA launched its CSI program in 2001 to provide boat and engine manufacturers with an independently-measured, cost-effective tool to help improve the quality of customer satisfaction in the boating industry. Since the program’s inception, more than 500,000 surveys have been sent out to new boat and engine customers, allowing participating manufacturer companies to monitor customer satisfaction on an ongoing basis, and to benchmark themselves against the industry and their competitors. Currently, there are 110 boat brands participating in the NMMA CSI program.

The Marine Industry CSI program meets CSI requirements of the NMMA Boat/Yacht Certification program. For manufacturers that are full participants in the Marine Industry CSI process, the included reporting also fills the dealer level CSI requirements of the Marine Industry Dealership Certification program.

Provided by the National Marine Manufacturers Association.