2016 OEM AIRCRAFT USERS
SURVEY
For the second consecutive year, we took our OEM Aircraft Users Survey to the streets, where hundreds of helicopter owners, operators, pilots, mechanics, and crew members gave us their opinions about the aircraft they operate. The primary goal of our survey is to accomplish three things:
1. Create a survey that is not a competition with pronounced winners and losers, but rather one that presents useful and interesting data.
2. Cover a much broader range of criteria than single-issue topics like customer support, or topics only targeted towards purchasers of aircraft.
3. Cover criteria 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.
The 35 questions in our survey evaluate the overall experience operator/users have with the OEM aircraft and services they utilize.
The high-level areas covered are: •
• • • • • • • •
Performance Safety
Training
Maintenance & Support Reliability Innovation Purchase
Resale Value Overall Customer Satisfaction Scoring & Methodology
The survey is an online, non-scientific, self-selected opinion survey in which participants are those who take the initiative to voluntarily respond.
Every question has an answer scale that includes number ratings from 0 to 4. The “0” selection is an “opt out” response for respondents not qualified to answer because the question is out of their scope of knowledge or authority. Opting out does not impact average scores. An average score for each manufacturer is tabulated for every question and presented as one number. The higher the number, the better the rating.
Here is an example of a question:
As it relates to your overall satisfaction with the aircraft that you fly / operate / maintain in your specific operational profile, which statement is most accurate?
4 - I am completely satisfied. 3 - I am satisfied.
2 – I am somewhat satisfied. 1 – I am not satisfied at all.
0 – Not applicable – OR - This question does not apply to my position or out of my scope of knowledge.
There are three types of scores presented in the survey results:
1. Average score for each individual question. 2. Average score for each high-level category: performance, training, innovation, reliability, etc.
3. An overall score, which is the average of all categories. 66 Sept/Oct 2016
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