Common Customer Survey

In 2012, FABEC ANSPs decided to develop and conduct a FABEC Common Customer Survey (CSS) to gain more insight into customer views and needs. The first survey was conducted in 2012/3, followed by a second one in 2015/6. The surveys focused on the key performance areas safety, punctuality/capacity, environment/flight efficiency, cost efficiency as well as communication. The methodology included a quantitative part with a web-based questionnaire and qualitative part with interviews. 

In response to the results of the survey, a common action plan has been approved by the CEOs for use at the FABEC level. Individual reports were forwarded to the individual ANSPs so that appropriate action can also be taken at the local level. To get more in-depth insights, a series of visits at major airlines has been launched. In addition, FABEC discussed the results with the Airspace Operator Group (AOG). Some ANSPs stopped conducting their own customer surveys to save costs as well as to present one face to the customer.