There is a smart business quote that says, “Customer service shouldn’t just be a department, it should be the entire company.”
A company’s customer-business relationship usually rests on the client’s satisfaction with the services provided. That level of satisfaction will help them decide how much, or how little business they want to send your way.
The importance of positive customer satisfaction is especially true in the aviation MRO sector, where competition is fierce and the stakes are high. To measure the level of its customers’ satisfaction, JETMS – a provider of integrated aircraft maintenance, repair and overhaul solutions (MRO) for business and regional aviation, and a family member of Avia Solutions Group – have implemented an end-of-year customer survey to determine the company’s strengths and weaknesses, and to act on the results garnered. However, according to a JETMS spokesperson, such surveys can prove difficult to conduct successfully due to the commitments of our exceptional customers and with consideration for their valuable time.
As JETMS customers and their representatives are usually overrun with work, the surveys were conducted by Kantar TNS, the world’s leading business data, insights and consulting company.
One of the most significant observations from the survey results was the notion that all providers have become quite similar in their operations. Because of this, there has been a marked swing from hard services to soft services such as communications, organisational skills, and greater flexibility.
The survey also noted that as many client representatives have been involved in the operations of service companies, they value clarity in communication and having a detailed insight into any specific MRO proposal. They also understand and enjoy the process of interacting with engineers to gain a better sense of integrity in the industry. Building a strong relationship between a client’s project managers and engineering teams are a key factor in ensuring repeat business.
Another factor revealed by the survey concerns industry innovations. For the customer, it is important to know when innovations are introduced and what innovations will be introduced in the future as a better means of scheduling MRO procedures, and as means of increasing customer confidence in the company’s competencies.
In response to the survey’s results, Vytis Žalimas, JETMS CEO says, “Surveys and client feedback help give us the insights we need to understand exactly what our customers expect from us. Keeping promises and stringent planning is key to maintaining high standards in quality customer service and as a means of nurturing better business relationships.
“Since all of our competitors are keeping apace of the competition in technical capabilities, service improvements in response to the customer’s voice are the key to standing out from the crowd. Accurate responses include meticulous planning of work schedules, sourcing and supplying replacement parts in a timely fashion, and the redistribution of labour resources to match demand. For us, it is vital to remember that the customer is our number one priority and we must do everything possible to ensure their prosperity.”