Long-known in the industry as a leader in customer satisfaction, it’s no surprise Grady-White Boats has again been named a recipient of the National Marine Manufacturers Association (NMMA) Marine Industry Customer Satisfaction Index (CSI) Award. In its 17th year, the award is the trade association’s top recognition for customer satisfaction with new boats. The 2018 honor represents Grady-White’s 17th consecutive award in the fiberglass outboard boat division each and every year the award has been presented.
To qualify for the award, a boat manufacturer must actively measure customer satisfaction and pursue continuous improvement to better serve the customer. Award recipients achieved an independently-measured standard of excellence of 90 percent or higher in customer satisfaction over the past program year, based on information provided by customers purchasing a new boat or engine between January 1 and December 31, 2018. Participating manufacturers must survey all new boat buyers during this period. For this reporting period, the program surveyed 155,418 customers.
Awards were presented at the Miami International Boat Show, February 15, 2019, at the annual marine industry breakfast.
“The manufacturers honored here today illustrate the commitment it takes to provide unparalleled service to their customers and have created a culture of excellence in customer satisfaction,” noted Robert Newsome, senior vice president of strategy, engineering standards and membership for NMMA. “The 2018 CSI Award winners have proven that dedication to their customers builds brand loyalty and helps to foster lifelong boat ownership, maintaining the integrity of the U.S. recreational boating industry.”
Executive vice president of Grady-White Boats, Mark Doggett, noted, “Customer service has always been a cornerstone of Grady-White Boats, and we are pleased to be recognized for these efforts by NMMA for the 17th year in a row. Exceptional attention to detail is a team effort that is embraced by everyone at Grady-White. That’s what allows us to delight customers, year-after year.”
Founded in 1959, Grady-White Boats builds 27 models from 18 to 45 feet at its plant in Greenville, N.C. The company has been under continuous private ownership since 1968 by Eddie Smith, NMMA Hall of Fame member. Grady-White welcomes visitors to the company’s award-winning factory to see firsthand the process they use to create the very best fishing and family-oriented boats and to meet the dedicated people that build them.