In 2005, Eurocopter implemented a specific action as part of the Quality Improvement Program launched by EADS in 2004: the customer review processes.

The Customer Review Process (CRP) is designed to measure the level of confidence existing between Eurocopter and its customers. The data is used to enhance the relations with customers and to follow up the resulting changes for the benefit of both parties. During the second half of 2005, Eurocopter met five major customers respectively representing the oil, parapublic, military, EMS, and commercial sectors. Twentyseven interviews were held with technical and logistics managers, pilots, and others.

The results were based on detailed analysis of the ratings and comments of each interviewee. As a large number of interviewees suggested improvement proposals that could interest all of Eurocopter’s customers, three specific actions were implemented at the same time as the CSIP (Customer Satisfaction Improvement Process). For instance, an action was launched to improve the clarity of pricing for spare parts (e.g. a list of prices in euros and in dollars) and for repair/overhaul activities. Another improvement action was the modification of the entry procedure to the Marignane site in order to welcome customers more quickly.

This survey has also allowed us to gather more general information: Eurocopter’s products are undeniably the best on the market (that’s what the customers say); and they also appreciate the skills and motivation of Eurocopter’s employees, and recognize that significant improvements have been made since 2004 (except for spare parts, whose delivery lead times must be improved). Finally, as part of the new organization implemented on 3 April, each customer has a single, personalized contact: the Key Account Manager.

Within this organization, Eurocopter will endeavor to reduce the rotation of staff in contact with customers so that solid and stable relationships can be built. A specific follow up of customers subject to CRP in 2005 will be organized in the second half of 2006 with this new organization. Next year, it is planned to extend the customer review processes to more customers all over the world, with just one goal in mind: enhancing relations with the customers and their confidence in the products and services provided by Eurocopter.