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Spasearch
Audited Customer Satisfaction Program
In each issue of our magazine, Spasearch recognizes a select number of hot
tub manufacturers that consistently provide a superior buying experience for new hot tub owners. Purchasing a hot tub or exercise pool from a
Spasearch-endorsed company means the homeowner has selected one of the most reputable businesses in the
North America based on audited customer
satisfaction results.
Fair, Accurate & Independent
Results
To maintain complete impartiality, our publisher, editors and writers
do not invest or maintain any personal financial stake in any firm whose
product or service is reviewed in Spasearch. Instead, Spasearch employs a
third party accounting firm to audit customer satisfaction surveys
submitted by homeowners who purchase and install hot tubs in North America.
Spasearch offers two endorsement levels in 2007:
We recognize these highly professional businesses
with our 2007 Spasearch
Certified™
and
2007 Spasearch Approved™ insignias and offer editorial recognition in our publication,
website and monthly e-newsletters. A complete summary of our qualification criteria is provided below.
2007 SPASEARCH
USA CERTIFIED
REQUIREMENTS
ELIGIBILITY
Spasearch Certified™ is a voluntary
program.
Existing Spasearch
Approved™ manufacturer:
Auditors must receive a minimum of 100 returned
surveys from homeowners who purchased a hot tub or
exercise pool via your dealer network or factory direct
during past 12-month period.
All other manufacturers:
Auditors must receive a minimum of 300 returned
surveys from homeowners who purchased a hot tub
or exercise pool from you direct or via your dealer
network or factory direct.
SCORING CRITERIA
1) Any manufacturer who scores above 85% aggregate
score on customer satisfaction index is eligible for the
Spasearch Certified™ status.
2) Spasearch Certified™ is
intended to reward the top
10% tier of hot tub manufacturers doing business in
North America.
If more than 10%
of participants score above 85% approval threshold, Spasearch will
recognize the top overall performers based on the total number of
surveys received during the previous 365 day period.
SURVEY DETAILS
1) Manufacturer will forward a questionnaire and
internet link to a random, national sample of customers
who purchased a hot tub or exercise pool in the last
24 months.
2) The homeowner will complete the survey and return
the survey (via U.S. postage-paid mail, electronically or by
telephone) to a third-party market research firm to
tabulate the results and validate the audit.
3) SPASEARCH will receive results from auditors and
notify the participating manufacturers of pass or fail
status of their application.
Winners may use the 2007 Spasearch Certified™
insignia and logo on all advertising, sales brochures and
promotional material.
QUESTIONNAIRE
The SPASEARCH survey will address the following:
-
Customer’s overall
SATISFACTION of the purchase
-
APPEARANCE of the hot tub
-
QUALITY of the hot tub
-
RELIABILITY of the hot tub
-
EASE OF USE of the hot tub
-
VALUE of the hot tub
-
Product KNOWLEDGE of the
local dealer
-
PROFESSIONALISM of the
salesperson
-
INSTALLATION and DELIVERY
services
-
Likelihood that the
customer would RECOMMEND
the brand to a friend
SPASEARCH reserves the right
to modify scoring criteria in 2008 to reflect market conditions.
2007 SPASEARCH USA APPROVED
REQUIREMENTS
REGISTERED
BUSINESS
Manufacturer must be registered to conduct business in
North
America
under the same tax identification number
for the past three years.
BUSINESS/INDUSTRY
AFFILIATION
Manufacturer must be a current member of at least one
of
the following organizations: 1) Association of Pool
and
Spa Professionals (APSP.org), 2)
U.S.
Chamber of
Commerce
(uschamber.com) or 3) National Small
Business
Association (NSBA.biz).
PRODUCT
WARRANTY
Manufacturer must offer a minimum warranty on 50%
of
hot tubs sold in
North America
as follows: 1) seven
years
on hot tub structure, 2) five years on hot tub
surface,
3) three years on all components including
heaters,
pumps and electronics.
UL
LISTED
All hot tubs sold by manufacturer in
North America
must
be UL, ETL or CSA compliant.
CONTINUING
EDUCATION
Manufacturer must offer continuing education
classroom
education regularly for
North America
dealers
related to sales, service and support. Course
curriculum
must exceed eight hours of training during
a
12-month period.
CUSTOMER
SUPPORT
Manufacturer must offer a minimum of six hours of
live
toll-free telephone support per day for homeowner
sales,
support and service inquiries. Monday-Friday
(excluding holidays).
CUSTOMER
SATISFACTION SURVEY
Manufacturer must conduct at least one customer
satisfaction
survey, within the last 24 months, to
evaluate
homeowner satisfaction of their hot tub
purchase
and/or local dealer buying experience.
NOTE: Requirement
is waived if manufacturer participates in
the
Spasearch Certified™
program.
Choose
one of the following two options:
LOCAL
DEALER NETWORK
Manufacturer must have at least 75 dealers within
North
America
where consumers can inspect hot tubs
prior
to purchase. Each of those 75 dealers must
1)
have exterior permanent signage and normal business
hours
posted on entry door, 2) offer a fully operational
hot
tub to allow consumer’s to wet test prior to
purchasing
and 3) display a minimum of four of the
manufacturer's
hot tubs in store.
FACTORY
DIRECT
Manufacturers
who sell direct to the public may also
qualify
provided 1) the manufacturer has a minimum
of
15 dedicated territory representatives in North
America
,
2) at the request of the homeowner, a sales
presentation
can be conducted in person, 3) every
quotation
includes an on-site home inspection and
4)
manufacturer can document at least $150,000 spent
on
consumer-direct marketing, promotion and
advertising
in the past 365 days.
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