Between mid-April and mid-June 2006, Eurocopter conducted
a new survey to measure the level of satisfaction of its customers. In total, 790 responses from 42%
of the customers contacted were received and analyzed, with the following results.
With an overall score of 7.58/10, the results of this fourth survey show a marked improvement: up 6.6% on 2004, and up 13% on 2002. Analysis per activity type shows that each sector has made progress, and four stand out in particular: equipment manufacturer support (+ 14.9%), repair & overhaul (+ 12.9%), technical documentation (+ 11.2%), and the aircraft delivery phase (+ 10.7%).
Above all, Eurocopter is retaining its customers’ loyalty through the excellence of its technical support (8.17/10), the quality of the aircraft delivery phase (8.10/10), the relevance of the response provided by the support interface (7.95/10), the reliability of its documentation (7.87/10), and its aircraft performances (7.85/10).
However, one area which is critical to all operators still needs to be improved: the distribution of spare parts. This survey also provides the opportunity to measure customer satisfaction according to location and, while every area is up on 2004, the two clear winners are Latin America and the Asia/Pacific zone.
By aircraft type, the most satisfied customers operate EC120s, Ecureuils, and EC130s, which recorded the following respective scores: 7.80/10, 7.63/10, and 7.58/10. While the EC120 and the Ecureuil family remain the champions, the EC135 (+ 11%) has made excellent progress.
By mission type, the “private/business” sector is in the lead (7.71/10) with the “public services” market (law enforcement, fire fighting, environmental protection, etc.) hot on its heels. The military market has risen to 7.37/10 but Eurocopter must continue its efforts in the emergency medical services and oil and gas sectors, where customers are asking for even more.
This initial review shows that Eurocopter is on the right track: the progress made in 2004 has been confirmed in 2006. The detailed results will be presented internally in order to update and adjust the existing improvement plan.
When this plan is defined, it will be personally sent, with the results summary, to every customer in early 2007. Thank you to all the customers who took part in this survey. Your responses will allow us to make daily improvements in an area that is vital to our group: customer satisfaction.
