COMMITMENT OF EXCELLENCE

Learning More About Customers:

At both the divisional and corporate levels, Skyline continues to stress the importance of increasing our knowledge of the preferences of customers and prospective customers. Their 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 Skyline products and if they are pleased with the professionalism, service and follow-up of the retail dealer from whom the product was purchased. If they had to do it all over again, would they choose a Skyline-built product? Would they do business with the same dealer? Would they recommend Skyline or the dealer to a relative or friend? When the customers from AAA Homes are polled, the answer always come back a resounding "yes."

In 2002 for the fourth consecutive year, AAA Homes earned the number 1 rating of all Sugarcreek Skyline dealers
in WV, OH, PA, and NY. Both of our locations
were again over 90% and Platinum Award Winners
as AAA Homes earned it's 9th consecutive
Customer Satisfaction Award!

We're proud to announce that the two AAA Homes locations were voted the 7th and 9th best Skyline Dealers in the entire country for the year 2001 according to actual customer surveys mailed to every customer buying a home from any of the 2200 Skyline Dealers Nationwide! (a total of 19 Skyline factories)

The responses of customers are translated into a Customer Satisfaction Index (CSI) which is a uniform measurement of the quality of the entire 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 customers want as well as what they feel they have received. We are developing an increasingly detailed understanding of how Skyline and its 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's and AAA Homes' goal.

The professional staff at AAA Homes is dedicated to providing our customers with a superior quality home at a price you can afford. Our commitment to quality is reflected in the number of Customer Satisfaction Inc. (CSI) Awards that we receive every year. Our customers respond positively to independent customer service inquiries every year, resulting in CSI Awards for AAA Homes. Our customers’ satisfaction is the reward that we strive for each year. In 1999, of the nearly 40 dealers from Skyline's Sugarcreek, OH plant, AAA Homes was number 1 with an average score of 93%. We were one of only four dealers to earn a score over 90%! For the year 2000, we again earned the number 1 rating of all dealers in WV, OH, PA, and NY with a grade of 95%. Both of our locations were again over 90% and Platinum Award Winners. We were two of only four dealers to earn the Platinum Award for the year 2001!