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2015 OEM


AIRCRAFT USERS SURVEY


By Lyn Burks & Rick Weatherford


PERFORMANCE • TRAINING • MAINTENANCE & SUPPORT • RELIABILITY • SAFETY IN DESIGN • OPERATING COSTS • INNOVATION • RESALE VALUE • CUSTOMER SATISFACTION


ASK ANYONE WHO OWNS, FLIES, OPERATES OR MAINTAINS A HELICOPTER and they will tell you there are things they love about their particular OEM, and things they wish they could change. We decided to let users in the industry share their experiences and opinions about their aircraft ... and they responded! Over the last two years, many in the industry asked us to develop and launch an OEM aircraft user survey that does three things:


1. This survey presents useful, hard data. It is not a competition with pronounced winners and losers. Every OEM has its strengths and weaknesses. We want to give those operating, flying, and maintaining helicopters in the industry a voice. Additionally, we created a resource that enables OEMs to hear those voices.


2. This survey covers a much broader range of criteria than single-issue topics like “customer support,” or topics only targeted towards purchasers of aircraft.


3.


Finally, this survey covers criteria that are not only important to owner/ operators, but also important to those who actually work in the day-to-day operations of helicopters: pilots, mechanics, and managers.


Since October 2014, we have been developing this survey and have engaged OEMs for feedback with respect to its design. We designed a comprehensive, objective survey that engages a broad range of people in the industry on a wide range of topics. Equally important, we crafted the survey to be painless to complete.


This 35-question survey evaluates the overall experiences that operators and users have with their OEM aircraft and services utilized in the course of doing business.


The high-level areas covered are: • •


Performance Safety


• Training • Maintenance & Support • • •


Reliability Innovation Purchase


• Resale Value •


Overall Customer Satisfaction Scoring & Methodology


Nearly 900 operators/users responded to the survey from every sector of the industry, as well as from every positionn and title in the industry. Third-party vendors were used for both data collection and auditing.


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