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 RV's customers and prospective customers. Our Commitment of Excellence program is designed to help us determine if we are meeting the quality expectations of our customers by asking them to evaluate every aspect of their buying experience. We want to know how well they are satisfied with their new RV's quality and performance, and if they are pleased with the professionalism, service and follow-up of the retail RV dealer from whom the product was purchased. If they had to do it all over again, would they choose a Skyline recreational vehicle? Would they do business with the same RV dealer? Would they recommend Skyline or the dealer to a relative or friend?

The responses of customers are translated into a Customer Satisfaction Index (CSI) which is a uniform measurement of the quality of the entire RV buying experience from the customer's point of view. We are pleased to report that the results have been extremely useful. We are learning much more about what Skyline RV's customers want as well as what they feel they have received. We are developing an increasingly detailed understanding of how Skyline and its RV dealers can continue to strengthen their ability to satisfy customers in today's competitive, quality-oriented market. This combined effort has resulted in improved customer satisfaction, which is Skyline RV's goal.