Results of the 2002 Stakeholder Survey
Stakeholder
Surveys first appeared into the EEC’s culture in 1997. Our aim at that time was
twofold:
ü To
better identify our customers, and
ü
To obtain an objective view of their needs and of
their perception of the EEC.
The survey
resulted in a very successful response rate of 61.5%, indicating in our view,
the importance the customers attach to the EEC’s performance and position.
The second survey
was performed in 1999 and was refined to focus specifically on the Customer
Satisfaction. The response rate was much lower, due mainly to what was felt to
be a mismatch between the specificity of the questionnaires and the addressees.
The third stakeholder satisfaction/market survey was carried out between
July and September 2002:
ü to provide further qualitative and quantitative
feedback on the business image generated by the EEC through the
customer’s perception of the services provided, together with their perceptions
of the processes employed and of the external communication abilities.
ü
to examine the position
of the EEC within the ATM R&D arena and obtain detailed feedback with
respect to the stakeholder expectations and future orientations.
Previous editions of the Stakeholder Satisfaction Survey adopted a purely
quantitative approach where Stakeholders were invited to participate in an
auto-administered postal survey. Through this last edition the EEC, whilst
ensuring the continuity and comparability of results, attempted to innovate
adopting Internet as its preferred medium and performing a certain number of
one-to-one interviews with key stakeholders.
The conclusions of
the Customer Satisfaction surveys contribute to the refinement of the EEC’s
research development strategy and orientations. They also help in identifying
strengths and weaknesses and are essential to improve processes, which impact
upon customer’s relations with the EEC.
Finally, the
periodic snapshots provided by the surveys are an essential benchmark in the
EEC’s efforts toward quality and continuous improvement performance.
This last edition
shows that our activity portfolio in general is well tuned to stakeholder
expectations and the services provided are of very good quality. However, all
is not rosey! There are some very
troubling criticisms, the worst of which is our apparent inability to ensure
the operational application of research results……..
Through our
continuous improvement processes, we are addressing both positive and negative
elements to improve the level of services provided and ensuring we remain
attuned to the rapidly evolving air transport landscape.