Aerospace

Continuous Improvement Earns Aerospace Top Scores for Customer Service

Continuous Improvement Earns Aerospace Top Scores for Customer Service - Worldwide Support - Parker AerospaceFor over a century Parker Aerospace has been an aerospace industry leader both as an original equipment manufacturer (OEM) and provider of aftermarket repair, maintenance, and overhaul (MRO) services. Within Parker’s Aerospace Group, Customer Support Operations (CSO) provides centralized support for aftermarket business on behalf of the other eight aerospace divisions. CSO is dedicated to keeping aircraft fleets continuously healthy, around the clock and around the globe. 

For decades CSO has earned recognition for providing systems-level expertise and engineering insight with high-quality components and industry-leading service. This is made possible through CSO’s dynamic culture of smart, ethical, and dedicated people serving aircraft operators daily. In recent decades this work has become increasingly digital and CSO’s efforts have been recognized by customers with great approval. 

Responding to the needs of aircraft operators, CSO key offerings include: 

  • Repair and hold programs
  • Advance exchange & core repair services at fixed rates
  • Inventory leasing packages
  • Serviceable material outright sale or to replace BER
  • Flexible conditional and fixed repair prices


Digital tools improving customer experience  

Since aircraft manufacturers and operators have established procedures over the last century, there has been concern about transitioning from manual to digital interactions without interrupting operations. Parker Hannifin offers digital ordering through our proprietary tool, PHconnect as well as other systems or aftermarket platforms. With the industry moving towards digital B2B interaction, the impact of COVID-19 highlights the need for more digital collaboration.

-In February, CSO launched a Repair Location Finder to expedite the repair process. This platform has been well received and future upgrades are planned. For the next step in the process, CSO is working with Parker Hannifin and the other aerospace divisions to provide an upgraded order status system that communicates with customers during the repair process. 

This past spring, CSO launched a warranty claims process where airlines can submit online claims for repairs. 

 

Top scores in customer service from the aerospace MRO market 

In July, the findings from the third annual Air Transport Aftermarket Customer Satisfaction Survey identified Parker Aerospace as receiving the top score in airline customer satisfaction among maintenance, repair, and overhaul (MRO) mechanical and electrical suppliers worldwide. The Satisfaction Survey is independently from Parker, conducted by Inside MRO, Air Transport World, and AeroDynamic Advisory

Of the original equipment manufacturers (OEMs) ranked, only seven logged strong satisfaction scores. On a scale of 0-10, with 10 being the highest, those OEMs are:

  • CFM (7.5)
  • Airbus (7.3)
  • Boeing (7.2)
  • GE Aviation (engines, 7.1)
  • Pratt & Whitney (APUs, 7.1) 
  • Parker Aerospace (7.0)
  • BAE Systems (7.0)

Continuous Improvement Earns Aerospace Top Scores for Customer Service - Survey Results - Parker Aerospace

The complete survey results and winners can be found in a recent webinar, Aviation Reset: Flight Path Forward, featuring MRO Top Performers: Strategies for Leading Customer Satisfaction. 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 view the webinar.


Survey insights

This survey was conducted from mid-February to mid-May, with 185 qualified responses, including 62 unique airlines from around the world. OEMs were ranked in the following categories: ease of doing business, product reliability, technical support, parts cost, parts availability, aircraft-on-ground (AOG) support, OEM repair cost, OEM service center performance, overall satisfaction, and likelihood of recommending them to a peer or colleague. 

Continuous Improvement Earns Aerospace Top Scores for Customer Service - CSO - Parker AerospaceParker Aerospace improved year-over-year scores in ease of doing business, technical support, OEM repair cost and OEM service center performance while also receiving the highest overall satisfaction score for mechanical/electrical suppliers in 2020. Most of the industry continues to show low net promoter scores (NPS) scores, like overall satisfaction, and Parker’s NPS score has remained high among peers.

 

“Parker Hannifin has been putting a premium on customer service in the last several years, which seems to resonate with its customer base. It has expanded its in-region support—including inventory pooling centers in the Middle East, Europe, and Asia as well as repair capabilities. It also opened 24/7 customer response centers in Irvine, Calif. and Singapore.”

— Lee Ann Shay, chief editor MRO, Aviation Week Network, July issue of Inside MRO


Continually improving customer experience

Continuous Improvement Earns Aerospace Top Scores for Customer Service - FSD repair - Parker AerospaceThe survey report also explains that Parker Hannifin Chairman and CEO Tom Williams established a net promoter score index called likelihood to recommend (LTR). 
 

“Customers are asked about their experience after every significant business transaction. Customers who have good experiences hold a greater appreciation for the overall value offered by Parker and actively promote our brand. They are more likely to have a strong interest in new product offerings and product improvements, and to consider broadening their business with Parker.” 

— Austin Major, group vice president for business development & customer support, Parker Aerospace

 

Parker’s leaders and business units are measured on the LTR scores, which Major says have steadily increased every year since the program’s inception. Parker Aerospace has a division dedicated to serving aftermarket customers, called Customer Support Operations (CSO), which represents all of the aerospace technologies across Parker’s Aerospace Group. Customers are surveyed with transactions that are manual and digital, plus an overall relationship survey, so that issues can be quickly identified and resolved.  


Maintaining aircraft fleets globallyParker360

Known as a systems provider with more than 100 years of experience on nearly every major aircraft that has flown, Parker Aerospace is uniquely qualified to provide aftermarket aircraft support. Parker360 is the promise from CSO to keep fleets continuously healthy, around the clock and around the globe. 

 

The division’s global Customer Response Center is waiting to help 24 hours a day, 365 days a year, and our support network is ready to help aircraft anywhere in the world. Parker CSO assists customers using intelligence and analysis to maximize the health of aircraft anywhere and in every time zone.
 

 

How aerospace elevates Parker’s Purpose 

Parker Aerospace and CSO maintain a strong cultural philosophy that Arthur Parker, founder of Parker Hannifinoriginated with Art Parker himself as detailed in a 1930’s speech to employees. 

 

“Our success is founded on fair dealing, hard work, coordination of effort,
and quality products.” 
— Arthur L. Parker, Parker founder (1917)

 

In this respect, the CSO division is an excellent example of Parker’s Purpose brought to life every day. The organization employs some of the most experienced people in the industry who are trustworthy, accountable, ethical, dedicated, and individually have impressive pedigrees working on specific aircraft platforms. 

The scope of technologies and the quality of products from Parker Aerospace is unmatched in the industry. As a trusted partner, Parker's CSO team members work alongside customers to enable technology breakthroughs that change the world for the better.


Continuous Improvement Earns Aerospace Top Scores for Customer Service - Victor Jorcyk - Parker Aerospace Customer Support Operations
This article was contributed by Victor Jorcyk, vice president of commercial aftermarket, Parker Aerospace Customer Support Operations.

 

 


 
Related content

Defining Our Unique Contribution to the World

Keeping Aircraft Fleets Healthy Around the Clock and Around the Globe

Global Reach Expanded with Around-the-Clock Service and Pooling Centers

 

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