Safran Helicopter Engines ranked #1 in Professional Pilot survey
For the first time, Professional Pilot magazine readers have ranked Safran Helicopter Engines top of the helicopter category in its 2017 “Turbine Powerplant Product Support Survey”.
Said Fréderic Bugeon, Safran Helicopter Engines VP Sales, Marketing and Customer Satisfaction - Support & Services, “Number One in engine support is a great achievement for Safran Helicopter Engines and we want to thank all our operator customers for their confidence. The result reflects our commitment to providing them with the best-possible support and service. But this is not the end of the matter and we must strive to deliver services ever closer to their needs”.
Safran obtained an overall score of 7.91/10 in the helicopter division, in progression compared to 2016 and ahead of Pratt & Whitney Canada and Rolls-Royce. The Professional Pilot survey asked operators to rate manufacturers on a scale of 1 (poor) to 10 (excellent) in 7 categories: Response to Problems, Spares Availability, Cost of Parts, Speed in AOG Service, Tech Manuals, Tech Reps and Service Satisfaction.
The 2017 results confirm Safran Helicopter Engines’ strengths in terms of Tech Reps (8.57) and Response to Problems (8.29). Its company support network located in 13 countries around the world, and its customer support team of more than 2,000 professionals worldwide, provide operators with a local, swift response to their daily support challenges.
Said Frédéric Bugeon, “our Reps are key to our success; once again their resourcefulness and passion have been recognized. They deploy every possible tool to help the customer; whether telephone, e-mail or even video, 24/7. The Field Reps’ pro-activity and expertise help our customers save time and money; supporting and following them throughout their journey is embedded within the Safran DNA”.
Safran Helicopter Engines also achieved solid rankings in Spares Availability, Speed in AOG Service and Service Satisfaction.
The survey also highlights areas for improvement such as Tech Manuals. These are currently subject to a specific focus and the Web IETP service was launched last June. This is a new online technical publications service that offers at any time the latest versions of any document, with an intuitive 3D graphic interface and enhanced functionalities such as new cart options.
Alongside Web IETP launch, Safran Helicopter Engines has deployed a range of digital services to help customers track, analyze and prevent engine events. Its Customer Portal has been improved with a new customer-centric interface to improve navigation, and a health monitoring service allows customers to track engine life data and thus reduce unplanned events. Further new web-based services will be launched in the coming months.
Once again, we thank you all for your confidence in Safran. We remain #FocusedOnYou.
- © Safran