Eurocopter’s best rating increase in Professional Pilot magazine’s highly respected Helicopter Product Support Survey is a confirmation of the company’s efforts to enhance its customer support.
American Eurocopter’s investments to improve customer support include upgrading one of the multi-function dynamic component test benches at its Grand Prairie, Texas headquarters to perform EC135 main gear box overhauls.
The latest survey, published in the February issue of Professional Pilot, places Eurocopter in the third spot, up from fifth position last year. Categories in which performance was judged included company response time, spares availability, technical reps, and service satisfaction.
Reports from respondents included such positive comments as: “…I can confirm that Eurocopter has been working hard to improve its product support…,” and “…Eurocopter tech reps have been giving us truly outstanding service.”
Contributing to Eurocopter’s improved survey rating are the continuing investments in people, facilities, and systems at American Eurocopter, which range from the expansion of its Customer Support organization and the creation a state-of-the-art Customer Support Center at the company’s Grand Prairie headquarters to the improvement of such tools as the SAP-based information system and its Keycopter on-line customer portal.
“We are very pleased that the efforts and all the investments we have made in Customer Support at American Eurocopter are starting to pay off, as evidenced by the results of the Professional Pilot survey,” said Larry Roberts, American Eurocopter’s Vice President of Sales, Marketing and Customer Support said. “I am particularly proud about the comments on responsiveness – as we have really pushed this message internally to our team. To meet their support needs is key to our joint success.”