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Fishing News Latest Fishing News Yamaha Highest in Customer Satisfaction with Four-Stroke Outboard Engines
Fishing News Latest Fishing News Yamaha Highest in Customer Satisfaction with Four-Stroke Outboard Engines 
| Yamaha Highest in Customer Satisfaction with Four-Stroke Outboard Engines |
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| Written by Business Wire | |
| Thursday, 14 February 2008 | |
 Phil Dyskow, Yamaha Marine Group President, accepts an award on behalf of Yamaha for "Highest in Customer Satisfaction with Four-Stroke Outboard Engines" from the J.D. Power and Associates 2008 Marine Engine Competitive Information Study(SM). This is the fifth time Yamaha has been recognized in J.D. Power and Associates studies. Photo by Business Wire "We are honored, and we accept this recognition on behalf of our dealers and boat builder partners," said Phil Dyskow, president of Yamaha Marine Group. "Our goal has long been to strive for the highest level of customer satisfaction for outboard motors in the industry. That goal is an upwardly moving target. Thankfully, we have been moving with the target by investing in our people, our procedures and our products. Many of these investments have paid off for our customers." Prior to the fielding period of the J.D. Power and Associates study, Yamaha Marine Group created a customer relations department specifically for outboard motors. This occurred during a time when many industries were outsourcing functions such as customer relations. The move, along with many other smaller, less visible changes, has improved Yamaha's relationship with owners. "Customer service belongs in the same building as the rest of the company," said Dyskow. "When and if customers have a problem, they want a knowledgeable voice on the other end of the phone and access to all of the product technical experts." Each Yamaha Marine customer relations team member is trained in marine outboard service. The team is led by a Coast Guard-licensed captain, and team members have a rigorous, regular product training regimen. Last year, their training included disassembling and reassembling many outboard motors to become more familiar with internal parts and powerhead layout. In 2006, Yamaha created PowerMatched(TM), a power system package that coupled Yamaha rigging and parts with Yamaha outboards. According to Yamaha's own CSI surveys, boats using PowerMatched rigging components rate approximately 3 percent higher in customer satisfaction than boats that do not. Yamaha Marine Group recently invested heavily in training and currently offers the most comprehensive programs in the marine outboard industry. Called Yamaha Marine University,(TM) it aims to support Yamaha dealers by providing a course of study that concentrates on improving profitability and customer satisfaction. Yamaha received the highest numerical score for EFI four-stroke engines in the proprietary J.D. Power and Associates 2008 Marine Engine Competitive Information Study. The study was based on 6,973 responses, measuring four EFI four-stroke engine brands and owner opinions for the 2006 and 2007 model-year boats registered from June 2006 to May 2007. Proprietary study results are based on experiences and perceptions of owners surveyed in September and October 2007. |
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