Skip to main content

Marina and boatyard satisfaction detailed

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

BOB-CONFERENCE

MMTA Sets Date for Conference

The educational Business of Boating Conference will be held in Foxboro, Mass., with in-person and remote attendance options.

AKZONOBEL

AkzoNobel Nominates Board Member

Ben Noteboom is expected to be elected chair to succeed the retiring Nils Andersen.

MARINE-MARKETERS

Neptune Awards Adds Category

“Boat Show Marketing” will recognize promotional efforts for shows, and entries will be accepted until Dec. 18.

WOMEN-SAILING

Sailing Convention for Women Returns

Postponed during Covid, the event will include on-water training, networking opportunities and workshops.

Norm

MBIA Names Board Members

The Michigan Boating Industries Association elected four new directors and named the officers who will serve next year. Also, the 2023 schedule for “Ladies Let’s Go Fishing!” is taking shape.

CL.YACHTS

CL Yachts Expands Dealer Network

The Hong Kong-based builder added retail locations in Australia, Dubai, Singapore and Macau.

LEGEND.BOAT.FIX

Legend Boats Partners With Boat Fix

The Canadian builder will offer the telematics system, which provides tracking, monitoring and 24-7 service, on new models starting next year.

MARINEMAX

MarineMax Establishes Technology Division

The company’s Boatyard and Boatzon units will operate under the new entity, New Wave Innovations.