In the world of fishing and recreational boat manufacturing, the competition is fierce. Going up against the other brands isn’t easy. But, the trust and respect that TRACKER owners show us makes the competition worth it. There’s no better feeling than receiving letters, emails and Facebook posts from TRACKER, NITRO, SUN TRACKER, MAKO, TAHOE and REGENCY customers who love their boat.
Based on the stories our customers have shared, we’ve known for some time that we’re on the right track in terms of continuously improving the quality of our products and the quality of our customer service, but it’s always nice to see the proof.
One of the ways boat manufacturers measure customer satisfaction is the National Marine Manufacturers Association (NMMA) survey. The NMMA is the industry association that represents recreational boat manufacturers. Each year, the NMMA sends a survey to owners who purchased a boat within the previous year from a NMMA member to gauge their satisfaction with their purchase. Member companies included in the survey produce more than 80 percent of the boats, engines, trailers, accessories and gear used by boaters and anglers throughout the U.S. and Canada.
“Customer satisfaction is so much more than providing an outstanding product. It’s about delivering an exceptional experience during the sale and beyond,” says Robert Newsome, vice president of engineering standards for NMMA.
The NMMA annual survey is designed to measure customer satisfaction with specific boat brands. The intent is to help member companies continuously improve on commitment to serving customers. Boat brands that achieve an average satisfaction rating of 90 points or more on a 100-point scale are recognized with a Marine Industry Customer Satisfaction Index (CSI) Award for excellence in customer satisfaction. In the most recent survey (2014–2015), NMMA surveyed more than 67,000 customers throughout the U.S. and Canada.
So how did Tracker Marine Group brands fare?
The results showed that TRACKER aluminum fishing boats, NITRO fiberglass fishing boats, MAKO fiberglass fishing boats, SUN TRACKER pontoons, TAHOE deck boats, and REGENCY pontoons all received 90 or more points for customer satisfaction excellence. According to NMMA, only 46 boat and marine engine brands rose to this level of excellence and earned the organization’s CSI Award.
More importantly, some Tracker Marine Group boat brands have been recognized for customer satisfaction excellence for three straight years in a row!
“The CSI Award from NMMA is a tribute to our skilled and dedicated boat makers and to the thousands of people in our company and dealer network who provide support to our customers,” says Maurice Bowen, Tracker Marine Group vice president of marketing. “By working hard and working smart, we are delivering on the promise of quality and value that have made TRACKER, NITRO, MAKO, SUN TRACKER, TAHOE and REGENCY among the best-selling recreational boats in the world.”