As part of Eurocopter’s Customer Review process, the Puma & Gazelle Integrated Project Team (PGIPT) of the UK Ministry of Defence (MOD) took part in a satisfaction survey between November 2007 and February 2008.

The UK MOD has relied on Eurocopter products and services for the last thirty years: From the Eurocopter range of military helicopters, the UK MOD operates the Puma and Gazelle. The PGIPT provides support for both types of helicopters and benefits from several support programs with the Eurocopter Group. This year, the results of UK MOD’s satisfaction survey were compared with a similar survey conducted in 2005 in order to measure the progress made in various categories, such as customer relationship management, sales management, product, price, deliveries and support, and spare parts. The UK MOD’s Customer Confidence Index (CCI) rose considerably, from 49 points in 2005 to 62 points in 2007. “All the result indicators showed a solid increase, with the exception of products, where a slight decrease was recorded,” stated Serena De Sanctis, in charge of Eurocopter’s Customer Review process. Positive feedback focused on the performance, quality and reliability of Eurocopter aircraft. As a UK MOD spokesperson explained, “The MOD has a very high opinion of Eurocopter’s products. The Puma, for example, with its excellent performance, has never let us down. And the fact that Eurocopter is a one-stop shop, covering all our needs, is another important factor for us. Once the challenge is understood, Eurocopter accepts it readily. In terms of design and production, Eurocopter is a world-class manufacturer.” The UK MOD also considers Eurocopter to be ahead of the competition in the following categories: Technical publications (timely service publications are issued when required), products and technology (comprehensive support is offered based on high quality products and personalized customer service) and communication (Eurocopter listens to its customers and strives for continuous improvement).

Eurocopter UK’s Support
A CCI of 62 points shows that Eurocopter is increasingly meeting the requirements of the UK MOD in all areas that matter most. This can be seen in the fact that, over the last three years, scores have improved in nearly every category. “This result shows that our work over the last few years is now bearing its fruit, and it indicates the path to follow in the future,” summarized Jacques Cardaillac, Senior Key Account Manager for the UK MOD. Eurocopter’s groundwork is all the more the more reinforced with the support of Eurocopter UK, as this new subsidiary is working to enhance the Group’s local footprint in the UK.