A Customer Satisfaction Score of 95.24% exceeded last year’s score of 94.26%, earning Independence RV Sales & Service Inc., Winter Garden, Fla., its second consecutive Mahlon Miller Service Excellence award for the best RV customer service in the nation from Newmar Corp.
The award was presented by Newmar Chairman and CEO Dick Parks and Vice President of Service Operations Matt Utley to Independence RV President Ronnie Jordan, Service Manager Todd Simpson and General Manager Chuck Simpson during a May visit to the dealership. Independence RV won in the super-competitive super-large RV category, according to a news release.
“The 10 questions on the Newmar Customer Satisfaction survey cover the entire RV dealership experience, and an operation must receive high marks on all parts of the experience to earn this award,” Parks said.
“Service is even more important today than it was five years ago — the way the market has been — customers have become savvier on the serviceability of a dealership. They’re not buying just based on price, they want to know if the dealership can take care of them after the sale,” said Utley.
“Every single member of our service team knows that their first and foremost duty is to satisfy the customer – and they do. That’s why we’re being recognized with this ‘best of the best’ award for two years running,” said Simpson.
To even be considered for Newmar’s top award, a dealer must score 90% or better in post-service customer surveys. To win, as did Independence RV, the dealer must beat out all other dealers throughout the United States and Canada.
Independence RV is not new to awards – the dealership has been in the top tier of Newmar service providers for each of the past five years. This is the second time Independence RV has won the nation’s top award.