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Commitment of Excellence
At both the divisional and corporate levels, we continue to stress the importance of increasing our knowledge
of the preferences of Skyline home customers and prospective customers.
Our Commitment of Excellence program is designed to help us determine if we are meeting the quality expectations of our manufactured and modular housing customers by asking them to evaluate every aspect of their buying experience. We want to know how well they are satisfied with their new Skyline home and if they are pleased with the professionalism, service and follow-up of the retail home dealer from whom the product was purchased. If they had to do it all over again, would they choose a Skyline home? Would they do business with the same manufactured home dealer? Would they recommend Skyline or the dealer to a relative or friend?
The responses of Skyline home customers are translated into a Customer Satisfaction Index (CSI) is an independent evaluation performed by an industry leader in tracking customer satisfaction. The CSI score enables Skyline to monitor what our customers feel they have received and if the customer’s expectations have been met. To date, the results have been extremely useful. We are concentrating much more about what customers want as well as what they feel they have received. We are developing a detailed understanding of how Skyline and its manufactured home dealers can continue to strengthen their ability to satisfy customers in today's competitive, quality-oriented market. This effort has resulted in improved customer satisfaction, which is Skyline's goal.
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