As part of its participation in the 2017 Airborne Law Enforcement Association (ALEA) Expo, at the Reno Sparks Convention Center, in Reno, Nevada, from July 26 to 28, 2017, MD Helicopters, Inc. (MDHI) is celebrating continued improvements in operator ratings of the company’s aftermarket and customer support programs.
“I’m very proud of the entire MDHI team for their unwavering focus to delivering excellence,” said Nick Nenadovic, vice president, aftermarket and customer support for MD Helicopters, Inc. “But in particular, the members of my aftermarket and customer support teams. In addition to launching MyMD.aero, one of the industry’s most innovative operator portals for improving aircraft management, these men and women have redoubled their efforts over the past three years to ensure our operators experience a level of support and responsiveness that is unmatched in the industry.”
Survey Says!
MD Helicopters showed, for the second consecutive year, tremendously improved ratings across all measured customer support categories in Vertical Magazine’s Annual Helicopter Manufacturers Survey. Most notable of the measured categories was MDHI’s strides in parts availability, warranty fulfillment, quality of maintenance training, satisfaction with service centers and response time, all of which show 40 percent or greater improvements in operator-awarded scores since survey inception in 2015.
“Engagement with our worldwide network of MD operators and maintainers has always been a major focus area for us,” said Randall Schaffer, director, aftermarket business development and customer engagement. “Since 2015, we worked to refine this focus, putting significant resources into ensuring the right people and the right processes were in place to guarantee rapid response to our customer’s needs. It is very gratifying to hear – in a forum like this – that these efforts have been successful.”
Law enforcement remains MDHI’s strongest market segment in terms of performance ratings and number of respondents.
“MD Helicopters is committed to delivering excellence in every area,” Schaffer adds, “and through continued outreach and real-time accessibility to information and our expert OEM [original equipment manufacturer] personnel, we will further improve the specific areas that are most important to our operators.”
Looking forward, MDHI’s customers will see continued investment in people and process, the introduction of a new Aftermarket Center of Excellence, and the addition of expanded training programs. These efforts will further improve our ability to ensure exceptional customer experiences.
Current and interested MDHI operators are invited to visit the MDHI team at booth #600.
By comparison, this year’s Pro Pilot survey showed MDHI to be significantly down across all but one of the survey categories.
Also, it looks like we now know where Sean Spicer ended up:
“MD Helicopters showed, for the second consecutive year, tremendously improved ratings across all measured customer support categories in Vertical Magazine’s Annual Helicopter Manufacturers Survey.”
— No. Three of your 2017 ratings were *down* on 2016: cost of parts (3.12 vs. 3.22), commitment to product improvement (2.55 vs. 2.69), and even overall service satisfaction (2.87 vs. 2.89).
“Most notable of the measured categories was MDHI’s strides in parts availability, warranty fulfillment, quality of maintenance training, satisfaction with service centers and response time, all of which show 40 percent or greater improvements in operator-awarded scores since survey inception in 2015.”
— *None* of your 2017 ratings showed a 40 percent improvement over your 2015 scores. Not one. Parts availability was up 17% (3.09 vs. 2.65). Warranty fulfillment was up 9% (3.51 vs. 3.11). Quality of maintenance training was up 3% (4.11 vs. 3.72). Satisfaction with service centers was up 1% (3.45 vs. 3.29). Response time was up 6% (3.71 vs. 3.23).
And MD was still last or second-to-last in all but one of the operator segments surveyed.