ANN ARBOR, Mich., July 8, 2020 /PRNewswire/ — AeroDynamic Advisory has released the results of its third annual aftermarket customer satisfaction survey. Conducted in collaboration with leading industry publications Inside MRO and Air Transport World, the independent survey measures airline satisfaction with the aftermarket performance of major air transport OEMs and suppliers. The survey includes ten metrics covering major customer support and aftermarket activities.
This year there were 185 qualified individual responses from 62 airlines who provided sufficient responses for 21 OEMs and equipment suppliers. CFM International received the top overall satisfaction score of 7.5 for the first time, Airbus overtook Boeing to achieve the highest rating for an aircraft OEM with a score of 7.3, Parker Aerospace led mechanical & electrical component OEMs with a score of 7.0, and BAE Systems was the highest rated avionics OEM with a score of 7.0. Three other suppliers received a score at or above 7.0, while eight suppliers scored between 6.5-7.0, and six suppliers scored below 6.5.
While survey respondents expressed improvement in product reliability, technical support, and AOG support from engine OEMs, concerns continue to linger regarding parts availability and service center performance. Average overall satisfaction with aircraft OEMs declined slightly, driven by greater dissatisfaction with product reliability and technical support. Airline respondents also expressed similar concerns with avionics OEMs.
“We are thrilled with the participation in the Third Annual OEM Aftermarket Customer Satisfaction Survey, despite the COVID-19 pandemic,” said Dr. Kevin Michaels, Managing Director of AeroDynamic Advisory. “Providing a high level of support across a diverse and global set of airlines is a very challenging undertaking. This requires long-term focus and investments in activities that build customer satisfaction and loyalty. The ratings for the top-ranking OEMs are therefore well-deserved.”
The complete survey results and winners will be featured in Aviation Week Network’s Webinar, entitled “MRO Top Performers: Strategies for Leading Customer Satisfaction”. The webinar will be moderated by Karen Walker, Air Transport World Editor-in-Chief and panelists will include the top engine, top airframe and top mechanical OEM, as well as Jonas Murby from AeroDynamic Advisory, and Lee Ann Shay from Aviation Week Network. The panelists will discuss the increasing importance of customer engagement, how that is changing as airlines prioritize cost savings and efficiency, and maintaining excellent customer relations through mergers, acquisitions, and industry consolidation. Register Here to join the webinar on July 14.