Performance
Strength: MD Helicopters enjoys a loyal client base, and that can be seen again this year with the very high marks they received in the category of overall customer satisfaction.
Improved: MD Helicopters has spent the last few years working to improve their client support network. Surely they will appreciate the 26% increase in the scores surrounding the category of maintenance & support.
3.0
1. Does the power performance meet your expectations in your mission/job profile? 3.0
2. Does the speed performance meet your expectations in your mission/job profile? 2.6
3. Does the comfort-usefulness of the pax-crew cabin meet expectations in your mission/job profile? 3.25
4. Does the comfort-ergonomics of the cockpit meet expectations in your mission/job profile? 3.2
Operator fleet age? 19% 1-5 yrs 19% 6-10 yrs 21% 11-15 yrs 41% 16-20 yrs
Training 3.0
1. Do the training courses offered by the OEM meet expectations? 3.0
2. Does the quality of the training courses offered by the OEM meet expectations? 3.33
3. Do the training resources offered (sims, aircraft, instructors) by the OEM meet expectations? 2.67
4. Does the scheduling/availability of the training courses offered by the OEM meet expectations? 3.0
Maintenance & Support 3.13
1. As it relates to ease of maintenance (mx manuals, access panels, special tools, etc.), are your expectations met? 3.25
2. As it relates to the responsiveness of maintenance and support received from the OEM, are expectations met? 3.0
3. As it relates to the AOG support received from the OEM, are expectations met? 2.0
4. As it relates to the parts availability received from the OEM, are expectations met? 3.67
Operator purchase plans? 40% Less than a year 20% 1-2 yrs 40% Unsure
5. As it relates to the warranty fulfillment received from the OEM, are expectations met? 3.5
6. As it relates to the OEM’s technical representative’s knowledge and responsiveness to your needs, are expectations met? 3.33
Purchase & Resale Value 3.12
1. Did the purchase process experience with the OEM meet expectations? 3.0
2. Did the purchase price and value of your helicopter meet expectations? 2.67
3. Did the menu of optional services and equipment available by the OEM meets expectations? 3.5
4. As it relates to the helicopter maintaining resale value over time, are your expectations met? 3.33
Overall Customer Satisfaction 3.4
As it relates to your overall satisfaction with the aircraft that you fly / operate / maintain, are you satisfied?`
74 Sept/Oct 2016
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