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Customer Satisfaction 2005

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The RV Industry - Are Their Customers Satisfied?

Lightweight RV News - June 2005
Editorial - Customer satisfaction in 2005

One of the best things about the recreational vehicle industry in the United States is that they take a hard look at their own performance and endeavor to improve and perfect their products and services. A resent survey, commissioned by the GoRving Coalition Committee on Excellence*, demonstrates their desire to deliver a world-class travel and vacation experience to new and current RV owners. This survey is designed to be a "self-assessment" of the entire RV experience, including manufacturers, dealers and campgrounds.

Survey Highlights

• 96% of towable owners and 94% of motorhome owners intend to continue RVing over the next five years.
• Three-fourths of motorhome owners and eight in ten towable owners are “completely/very satisfied” with their overall RVing experience.
• 76 percent of motorhome owners and 82 percent of towable owners are completely or very satisfied with their product.
• Brand loyalty, or the likelihood to recommend the same make/model of RV to a friend, is 76 percent for motorhomes and 81 percent for towables.
• Eight in ten towable owners and nearly seven in ten motorhome owners report they “definitely”/ “probably will” recommend their dealer to family or friends.
• 61 percent of motorhome owners and 74 percent of towable owners are completely or very satisfied with their dealer.
• 76 percent of RV owners expressed high levels of satisfaction with the commercial campgrounds last visited. About four percent of motorhome and towable owners expressed some level of dissatisfaction with their last stay at a commercial campground.
   

The committee has indicated that they will not be satisfied with the status quo and will continue working towards improving customer satisfaction. The committee has scheduled another meeting in September 2005 at the RV Dealers Convention/Expo to discuss actions to pursue as a result of this latest survey. Also, the Supplier Committee will review the warranty process to find was to make it more efficient.

* The Go RVing Coalition, formed in 1994, consists of RV manufacturers, component suppliers, dealers and campgrounds. Go RVing works to provide the public and media with pertinent information about the benefits of RV travel and to foster customer satisfaction with the RV experience through customer research conducted by its Committee on Excellence. For more information, visit GoRVing.com.

Source: RVIA Press Release June 22, 2005

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