Customer Satisfaction Report

EUROCONTROL







A Centre of Excellence in ATM Training


IANS

Customer Satisfaction
Repor
t
Report


ii © Copyright 2006 EUROCONTROL
Copyright Notice
© 2006 European Organisation for the Safety of Air Navigation (EUROCONTROL). All rights reserved.
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic,
mechanical, photocopying, recording or otherwise.
Any other use is subject to prior written consent by EUROCONTROL. Request shall be addressed to:
Director of the Institute of Air Navigation Services, 12, rue Antoine de Saint-Exupéry, L-1432 Kirchberg/Luxembourg.

The EUROCONTROL Institute of Air Navigation Services aims to provide the services that you want
and to make your stay in the Institute as enjoyable as possible. All Institute personnel are there to
ensure that your stay at the Institute is successful. However, if you do have a complaint (or a
compliment) please tell us. If you are not satisfied with the service we provide or you would like to
propose an improvement then please fill out the form at
or contact directly.



Printed on 30/11/2004 Produced by the Business and Administration Unit 3
Table of Contents
INTRODUCTION.....................................................................................................................................4

ATM TRAINING......................................................................................................................................5

ATC TRAINING ....................................................................................................................................12

E-LEARNING........................................................................................................................................13

STAKEHOLDER FEEDBACK..............................................................................................................14

COMPLAINTS ......................................................................................................................................15

CONCLUSION......................................................................................................................................16

Customer Satisfaction Report
4 © Copyright 2006 EUROCONTROL
Introduction
This is the 7
th
report that the Institute devotes to the
assessment of the level of satisfaction of its
customers. The study on which this report is based
has been conducted in the framework of the quality
improvement programme implemented at the
Institute since end of 1996.
Measuring customer satisfaction on a regular basis
is one of the key elements of the quality strategy
implemented by the Institute since 1997.
Our objective is to understand exactly how our
customers perceive the Institute and, based on their
level of satisfaction, to improve our services and
products.
This report proposes a summary and an analysis of
the data collected in 2005.
The customer segments
assessed in 2005
IANS applies a policy to measure the satisfaction of
its customers with all its products and services.
These include:
• The ATM course participants
• The ATC course participants
• The E-Learning Students

• Training Sponsors
• Consultancy Bodies.
• User Groups
Assessment Tools
The assessment is based on a set of assessment
tools and measurement methods. During 2005
further work has been done to increase the integrity
of the data collection.
Evaluation Forms
To measure the satisfaction of its customers with
the products and services IANS uses the following
evaluation forms:
• A Student Evaluation Form filled in by the
students at the end of a course. This evaluation
form is used for both the ATM course
participants and ATC course participants.
• An E-Learning Evaluation Form filled in by a
student upon completion of an E-Learning
Module.
• A generic Stakeholder Feedback Form filled in
by various stakeholders. The form is available
at
/>.

Customer Visits
IANS visits a sample of its customers on a yearly
basis. The customer visits serve as a main source
of feedback on existing products and a source of
information for improvements and new products.
The customer visits include visits to Air Navigation

Service Providers and civil and military State
Authorities.

Complaint Procedure and
Complaint Form
IANS uses an anonymous form, available on its
web-site for the collection of complaints related to
its products, services and staff. A reference to the
complaint procedure and associated form is made
in all products and services. The complaint form is
available at




Printed on 30/11/2004 Produced by the Business and Administration Unit 5
ATM Training
The Satisfaction of Students with the ATM Training Products is measured through the use of a Course Evaluation
Form.
Measurement
Method
At the end of each
(classroom) course,
students are presented
with an evaluation form
containing a number of
criteria to be assessed.
Each criterion can be
given a result between 1
and 4 meaning

unacceptable (1),
unsatisfactory (2), good
(3) an excellent (4).
The complete set of
criteria are grouped in
five main categories:
• Training Content
• Instructional Team
• Documentation
• Equipment
• Administration

The first three categories
are directly related to the
course. The last two
categories are directly
related to the supporting
environment and
organisation.


Figure 1 Student Evaluation Form





Customer Satisfaction Report
6 © Copyright 2006 EUROCONTROL
From Forms to

Results
We map the marks of the
students on a scale from
0 (all students mark
Unacceptable) to +100
(all students mark
Excellent). When all
students mark Good
then the result is 75 and
when students mark, on
average, between Good
and Excellent then the
result will be around 85.
Likewise, if students fill
in 'all-Uncacceptable'
then the result will be 0.
If students fill in 'all-Un-
Satisfactory' then the
result will be 25.
1
©Copyright 2003 EUROCONTROL
Measuring Satisfaction
Measuring Satisfaction
1
Unsatisfactory Satisfactory
2
Good
3
Excellent
4

Marks from Students
Result
Result
All 3
All 3
All 2
All 2
All 1
All 1
25
25
75
75
100
100
0
0
All 4
All 4
Figure 2 How we measure satisfaction

IANS aims to meet our objective of being a Centre
of Excellence in ATM Training. For us this means
we aim to achieve results on any criterion between
75 and 100. As an example: the overall average (all
courses, all criteria, 3090 forms) for IANS in 2005 is
87.5 – compared to 85 in 2004. The highest result
on a single criterion is 95 (Subject Knowledge of the
Instructor). The lowest result remains pre-course
information (76.5 – compared to 70 in 2004).

Results
The results presented below are extracted from the
automated student satisfaction evaluation system.
Results can be presented per category, per training
domain and per criterion. We have selected the
most significant results to be included in this report.