13 April 2021
For decades, customer satisfaction has been considered central to the strategic vision of companies, and also Leonardo considers it fundamental, so much so that the contribution to the success of its customers is one of the main focuses in the corporate Mission.
For the third year in a row, Leonardo has come in first place in the turbine category for the helicopter manufacturer product survey organized by the American magazine Professional Pilot concerning the support provided to helicopter operators by manufacturing companies. This is a scientific survey involving operators who buy and use helicopters around the world and who evaluate OEMs on seven different aspects of the support received. As emerged from the survey, Leonardo ranked first in all categories, with an overall score of 8.64 and an increase of 0.36 compared to 2020, considered the highest increase in results in this survey.
It is a particularly remarkable result also because, despite the limitations imposed by Covid-19, Leonardo’s team was able to maintain proximity to the customer, which is now a mantra for all operators in this area, finding innovative ways to stay in touch, both virtually and by adding significant security protocols to enable on-site assistance, and by continuing to provide a service that meets customers' operational needs.
“We are honoured to have maintained first place in the 2021 survey. This is a remarkable result generated from an ongoing commitment and dedication towards our customers and partners to boost and enhance our support and services. We thank our customers for trusting us and recognizing our efforts to create value-added solutions, our commitment to a solid and long-term relationships with them, and to delivering and guaranteeing the highest-quality support and services solutions that represent our mission,” said Vittorio Della Bella, SVP Customer Support, Services & Training Leonardo Helicopters.
Here’s just some of what our customers had to say to Pro Pilot:
“Leonardo’s AOG response is currently second to none in the helicopter industry!” - Dylan Thomas, President and COO, London Air Services – Canada
“Operating a Leonardo AW139 in Japan, and I think the manufacturer did a great job in 2020 considering the difficult situation caused by Covid-19.” - Kana Matsumoto, Assistant GM, Mitsui Bussan Aerospace – Japan
“At the Maryland State Police Aviation Command we’re very happy with the service received from Leonardo. Its tech reps are very responsive and spare parts are received quickly. In my opinion, Leonardo’s overall company response is rated as a 10!”- Lance Wood, Deputy, Director of Aviation, Maryland State Police – USA
In the Professional Pilot survey, Leonardo received 244 responses from customers, more than double that of any other manufacturer. Such results show a positive trend over a multi-year period and also reflect the commitment and perseverance for the goal of customer satisfaction even during a difficult period. The development of Customer Support, Services & Training (CSS & T) activities and the continuous improvement of customer satisfaction are, in fact, an integral part of the Be Tomorrow 2030 strategic plan, which changes the focus, shifting it from product support and concentrating it on supporting the customer.