Specifications

What is a “Hot Alert” and how is it generated?
A Hot Alert is a faxed notification to a dealer that a consumer has returned a
survey in which they indicated their engine problems / service issues were not
resolved by the dealer and or their engine problems / service issues were not
resolved to their satisfaction by the dealer.
How does the “Hot Alert” affect a dealer’s CSI score?
A Hot Alert does not directly affect a dealer’s CSI score. As stated above, a
dealer’s overall Service CSI score is determined by the score of the question
“Overall how satisfied were you with your service experience?” A consumer
may mark “Very Satisfied” in response to this question and indicate that their
issue is unresolved in the surevy. This would generate a “Hot Alert” that would
then be faxed to the dealer for follow-up.
What is the “Hot Alert Postcard” that consumers receive?
10 days after a Hot Alert is sent to a dealer, Mercury sends out a postcard to
the consumer on the Hot Alert. This postcard indicates that Mercury has
contacted the dealer and asked them to get in touch with the consumer. The
postcard also provides the Customer Service telephone number on the
postcard in case the issue has not yet been addressed or resolved by the
dealer.
If a dealer has questions on their CSI score or about the program, who
should they contact?
Dealers can contact their Mercury Marine Technical Account Manager (TAM)
or Chuck Willems at [phone] or at [e-mail].
The Mercury CSI surveys are only sent out to customers which have a
warranty repair performed. How can I reach my other customers and
gather this type of valuable information?
There are many ways you can access your customers for post-contact
information ranging from in-house or third party telephone follow-up programs
to personalized letters. In response to your inquiries Mercury Marine has
developed a new way and revised an old standby to assist you in this regard.
First, we have developed a couple of form letters in which you can insert your
company and customer information and or tailor the content to your specific
needs. These follow-up form letters will be available on MercNET in the
summer of 2004 and will be in MSWord documents to provide easy access.
The second is a time-tested, easy to use and cost effective method -
Customer Satisfaction Survey Cards. For several years Mercury Marine
offered Customer Satisfaction Survey Cards, (P/N 90-821218), to dealers at
no cost to provide you the opportunity to get some direct feedback from your
service customers. Having a customer service follow-up system in place is
one of the best ways to keep customers satisfied and improve your CSI score!
Last year we solicited dealer feedback to update and release the revised card!
Notes
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