RV Industry plans Committee on Excellence
Committee on Excellence Chairman Jim Sheldon told RV industry executives meeting Nov. 10 in Ontario, Calif., that there is no quick fix for the customer satisfaction woes the RV industry is facing, despite a general groundswell of interest right now.
Sheldon’s assessment came as the Committee on Excellence is preparing to change its focus to finding solutions to the RV industry customer satisfaction issues rather than merely measuring them.
Previously, the Committee on Excellence’s primary purpose was to measure customer satisfaction for the Go RVing Coalition in a survey of owners of new RVs conducted every two years since 1999.
The most recent survey earlier this year found that customer satisfaction had not increased appreciably since the study was first commissioned. Nearly 20% of purchasers of new RVs from 11 manufacturers that provided customer information for the survey expressed some amount of dissatisfaction with their experience.
“We all know that the issues can’t be solved by dealers and suppliers alone,” said RVDA President Mike Molino. “They have to be solved by a team effort, with manufacturers playing a key role.”
Shea, in an interview with RV Business, said that despite concerns about customer service going back more than a decade, it’s been only recently that enough people have decided that customer satisfaction should be dealt with on an industrywide basis.
“Collectively, the RV industry needs to make a major culture change.” Shea said. “There are enough people out there now who see that customer service is something that we really need to address.”
RV Business (Registration Required)
December 6, 2005
