Bell tops three Product Support surveys

Bell tops three Product Support surveys

13-Sep-2013 Source: Bell

Bell Helicopter, a Textron Inc. company (NYSE: TXT), continues its lead in customer support rankings in 2013 with service that is second to none. The company topped the charts in three of the aviation industry’s most prominent customer surveys: Aviation International News’ (AIN) 2013 Product Support SurveyRotor & Wing’s OEM Excellence Ratings and Professional Pilot’s Helicopter Product Support Survey.

“We are honored to win the 2013 AIN Product Support survey for the eighth consecutive year,” said Eric Cardinali, executive vice president, Customer Support and Services (CSS). “In one of our most challenging environments, the CSS team has gone above and beyond to support our customers. Our customers recognize that, as demonstrated by their vote of confidence in the AIN, Pro Pilot and Rotor & Wing surveys. We should celebrate that milestone, but not be satisfied with our results – our customers will expect more next year and we need to expect more from ourselves.”

Bell Helicopter maintained its lead in AIN’s 2013 Product Support Survey with an overall average rating of 7.1 out of 10. AIN’s article “Manufacturers Outline Support Improvements” attributed Bell Helicopter’s superior ranking to several key factors, including expanding service center capabilities in China, Singapore and the Czech Republic, as well as reduced direct maintenance costs of flying.

Bell Helicopter received top honors in seven of nine categories in Rotor & Wing’s OEM Excellence Ratings this year. The ratings were based on survey results from a broad, worldwide base of operators representing every level and segment of the rotorcraft market. Rotor & Wing’s article “Striving for Excellence” stated, “Bell Helicopter tops the charts in a majority of the categories (seven out of nine), continuing the company’s historical reputation as being the customer support king of the helicopter industry.”

Customers also voted Bell Helicopter number one in Professional Pilot’s Helicopter Product Support Survey for the 19th consecutive year. Bell Helicopter received an overall score of 7.84 out of 10, earning first place in all categories. The biggest improvement for the company over last year’s ratings was in cost of parts.

Bell Helicopter is home to the industry’s largest customer support network made up of 100 Bell Helicopter-authorized customer service facilities in 34 countries, eight Bell Helicopter-owned support centers, four global distribution centers, 50 customer support engineers and 47 dedicated product support engineers all focused on fulfilling customer requirements, increasing global responsiveness and lowering direct operating costs.

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