Marina and boatyard satisfaction detailed

Author:
Updated:
Original:

Survey Advantage, a customer  research and loyalty firm, released its 2008 benchmarks for marinas and boatyards, and it contains good news.

The report was designed in co- operation with the Association of Marina Industries and the American Boat Builders and Repairers Association. The report tracks four key areas: facility quality, marine service quality, customer service and boater loyalty.

In measuring a boater's likelihood to recommend their marine service provider, the survey found 51 percent promote and refer their provider, 29 percent are passive supporters or not emotionally charged about their provider, and 20 percent are at high risk of leaving their provider and spreading negative word of mouth about their experiences.

While operations continue to receive high ratings on courtesy, the industry continues to struggle on communication or keeping boaters abreast of service being performed. While the slip areas receive high marks, it was surprising that the industry can't do a better job keeping restrooms and shower areas cleaner and continuously stocked, the survey found.

The highest marks were in the marina area and ship stores, with gas docks and service desks receiving the lower scores, according to Survey Advantage.

Nine service quality areas were benchmarked, including engine repair and rigging services. The highest ratings came in the hauling and launching areas, while sailboat rigging and electronics

repairs received the lowest marks, the survey shows.

For information, or to receive a copy of the overall report, contact Survey Advantage at info@surveyadvantage.com or call (401) 560-0311.

Related

Piloting Sea Tow’s Customer Care Center

In recognition of International Women’s Day, Sea Tow is highlighting 18-year employee Alicia Grattan.

Conservation Group Calls for Striper Break

Stripers Forever says a 10-year harvest moratorium will save striped bass from another population collapse.

Lumishore Appoints Operations Manager

Adam Hurley will oversee U.S. operations for the LED lighting system manufacturer.

Leader, Know Thyself

Becoming more self-aware is a vital tool that will help you become happier and a better leader, says Correct Craft CEO Bill Yeargin.

NMMA Confirms Industry Growth

NMMA president Frank Hugelmeyer said the boating business grew 12 percent last year during yesterday’s virtual State of the Boating Industry address.