Austin, Texas, February 26, 2020
Rollick has released the results from their recent survey of over 2,000 boat owners across 16 boat and engine manufacturers, which uncovers the roots of owner satisfaction and the probability of repurchase over time. The complete results will be revealed in Rollick’s webinar on February 27, 2020: “OEM - Dealer - Consumer: How to Make the Love Last in the Marine Industry.”
Rollick’s study put a microscope on long-term satisfaction by looking at customer data from boat or engine owners who have had the same brand for at least 3-7 years. Rollick analyzed the initial customer satisfaction data of over 2,000 boat and engine customers during the first year of ownership, then re-surveyed the customers asking, “Based on your original purchase and the level of satisfaction you have, how would you rate the level of satisfaction now, with the brand and dealer?”
“With the work we do for the NMMA Customer Satisfaction Index (CSI) program, we measure and analyze customer satisfaction feedback from over 100,000 boat owners annually, so we wanted to take our findings to the next level,” said Jeff Coffman, SVP of Enterprise Solutions and Marketing for Rollick. “By understanding how boat owners feel about their brand and dealer 3-7 years after purchase, we are able to help OEMs and dealers better engage consumers after the sale, with the intent of creating loyal and happy customers who are more likely to recommend and repurchase.”
To learn more about the research and see actionable ways you can improve the long-term ownership experience, register here for a special webinar presentation by Steve Pizzolato on Wednesday, Feb. 27, 2020 at 1:30 P.M. CST.
Rollick connects manufacturers, dealers and in-market consumers in the powersports, RV, marine and industrial equipment industries to deliver a seamless customer journey. Rollick’s solutions include new customer acquisition, enterprise lead management, customer experience/loyalty and marketing automation. In addition, the company has rapidly built a national outdoor recreational vehicle buying network to include hundreds of dealers, over 80 manufacturers and an affinity partner network with access to over 250 million high-quality customers including policy holders of major insurance providers, employees at more than 2,000 top U.S. companies, members of the military, veterans and first responders. For more information, visit Rollick.
While the pandemic has created some uncertainty in the world, it has also created a selling opportunity for OEMs and dealers selling outdoor recreational vehicles and boats. As we enter the summer months, we are seeing a shift from summer vacations and travel expenditures to more investment in local, outdoor lifestyle activities where social distancing can be easily monitored.
Rollick wanted to directly engage military members and honor their service, so it created a way for dealers to offer an exclusive discount to active duty soldiers and veterans. To protect the offers and streamline the purchase process, Rollick used SheerID to verify shoppers’ military status. The program paid off, with a 2x year-over-year increase in military leads and a 130% increase in military verifications.
Join MRAA and Rollick for a deep dive discussion on launching and maintaining a digital dealership. Learn best practices for digital lead quoting, virtual lead follow-ups, and nurturing customers to a sale.