Specifications

Frequently Asked Questions

Why is CSI important?

· CSI shows customers that we care about them.

· They communicate whether our customers are happy with our

products or services.

· They tell us if we are providing the goods or services that they want.

· The survey can provide us a valuable opportunity to correct an

oversight or miscommunication with a customer.

· They can indicate how profitable your dealership will be.

How is the CSI survey generated?

A CSI survey is sent out to the consumer two weeks after receipt of a Mercury

Outboard, Sterndrive, or Inboard warranty claim is submitted by the servicing

dealer. A consumer will only receive one survey in a three month time period

for the same serial number (regardless of how many claims are submitted for

that serial number).

What question(s) are used to determine a dealer’s CSI score?

Only one question is used to determine the overall service CSI score. The

question is “Overall, how satisfied were you with your service experience?”

How can a dealer check their overall CSI score?

Dealer CSI reports are available on MercNET. After logging into MercNET, a

dealer should look under the “Service” heading for the “CSI Score/Service

Rates” link. This will take the dealer to the CSI Score/Service Rates summary

page. Dealers can then view detailed reports by clicking on the “Detailed

Dealer CSI Report” link on the top left hand of the screen.

When is the CSI information updated?

The CSI information is updated on a quarterly basis approximately four weeks

after the quarter ends. For example first quarter data would be updated and

available approximately the fourth week of April.

What timeframe is used to determine a dealer overall CSI score?

A dealer CSI score is calculated on a quarterly and 12-month rolling basis.

The overall CSI score is based on the 12-month rolling average.

Notes

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