Members of the Go RVing Coalition’s Committee on Excellence and other “stakeholders” will meet Thursday (Nov. 10) at the Ontario (Calif.) Marriott Hotel to begin mapping an industrywide strategy to deal more aggressively with customer service issues.
“The consensus among our industry leaders is that if we as an industry wish to attain a higher level of customer satisfaction, we must move from a fact gathering and reporting agenda to a more pro-active stance,” Chairman Jim Sheldon said in an e-mail to committee members and others.
Boards of the Recreation Vehicle Industry Association (RVIA) and the Recreation Vehicle Dealers Association (RVDA) already have urged the committee to increase its attention to customer satisfaction issues.
Up till now, the committee’s primary responsibility has been to oversee a biannual survey that began in 1999 to measure customer service.
The most recent findings by Roper NOP were that nearly 20% of the people who bought new RVs from 11 companies that provided contact information for the survey ranked their overall RV experience to be less than satisfactory.
Sheldon said the current mission is “to convert the quest (to improve customer satisfaction) into concrete recommendations.”
The meeting Thursday will be an all-day “working” session “to assist in defining the new direction of the Committee on Excellence and identifying the means by which our industry can attain its goal of improved customer service,” Sheldon said.
Subjects on the agenda include a “Customer First” proposal from RVIA President-elect Richard A. Coon, in addition to consumer loyalty, warranties, industrywide training, spare parts availability, dealer support and communication and product quality.