Parker Aerospace Named Highest-Rated Mechanical or Electrical Supplier Providing Customer Service to the Aerospace MRO Market
July 23 2020 - 12:40AM
Business Wire
Parker Aerospace earned high scores in customer satisfaction
among aerospace MRO mechanical and electrical suppliers worldwide
through an independent survey
Parker Aerospace, a business segment of Parker Hannifin
Corporation (NYSE: PH), the global leader in motion and control
technologies, today announced that it has received the top score in
airline customer satisfaction among maintenance, repair, and
overhaul (MRO) mechanical and electrical suppliers worldwide. The
findings come from the third annual Air Transport Aftermarket
Customer Satisfaction Survey conducted by Inside MRO, Air Transport
World, and AeroDynamic Advisory.
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Results from the 2020 Air Transport
Aftermarket Customer Satisfaction Survey named Parker Aerospace the
highest-rated mechanical or electrical supplier and among the
strongest in customer satisfaction. (Graphic: Business Wire)
Of the original equipment manufacturers (OEMs) ranked, only
seven logged strong satisfaction scores. On a scale of 0-10, with
10 being the highest, those OEMs are:
- CFM (7.5)
- Airbus (7.3)
- Boeing (7.2)
- GE Aviation (engines, 7.1)
- Pratt & Whitney (APUs, 7.1)
- Parker Aerospace (7.0)
- BAE Systems (7.0)
This survey was conducted from mid-February to mid-May, with 185
qualified responses, including 62 unique airlines from around the
world. OEMs were ranked in the following categories: ease of doing
business, product reliability, technical support, parts cost, parts
availability, aircraft-on-ground (AOG) support, OEM repair cost,
OEM service center performance, overall satisfaction, and
likelihood of recommending them to a peer or colleague.
Parker Aerospace improved year-over-year scores in ease of doing
business, technical support, OEM repair cost, and OEM service
center performance while also receiving the highest overall
satisfaction score for mechanical/electrical suppliers in 2020.
Most of the industry continues to show low net promoter scores
(NPS) scores, like overall satisfaction, and Parker’s NPS score has
remained high among peers.
Lee Ann Shay, chief editor MRO, Aviation Week Network, reports
in the July issue of Inside MRO that, “Parker Hannifin has been
putting a premium on customer service in the last several years,
which seems to resonate with its customer base. It has expanded its
in-region support—including inventory pooling centers in the Middle
East, Europe, and Asia as well as repair capabilities. It also
opened 24/7 customer response centers in Irvine, California, and
Singapore.”
The survey report also explains that Parker Hannifin Chairman
and CEO Tom Williams established a net promoter score index called
likelihood to recommend (LTR).
“Customers are asked about their experience after every
significant business transaction,” says Austin Major, Parker
Aerospace group vice president for business development &
customer support. “Customers who have good experiences hold a
greater appreciation for the overall value offered by Parker and
actively promote our brand. They are more likely to have a strong
interest in new product offerings and product improvements, and to
consider broadening their business with Parker.”
Parker’s leaders and business units are measured on the LTR
scores, which Major says have steadily increased every year since
the program’s inception. Parker Aerospace has a division dedicated
to serving aftermarket customers, called Customer Support
Operations (CSO), which represents all of the aerospace
technologies across Parker’s Aerospace Group. Customers are
surveyed with transactions that are manual and digital, plus an
overall relationship survey, so that issues can be quickly
identified and resolved.
The complete survey results and winners can be found in a recent
webinar, Aviation Reset: Flight Path Forward, featuring MRO Top
Performers: Strategies for Leading Customer Satisfaction. The
panelists will discuss the increasing importance of customer
engagement, how that is changing as airlines prioritize cost
savings and efficiency, and maintaining excellent customer
relations through mergers, acquisitions, and industry
consolidation. Register here to view the on-demand webinar.
About Parker Aerospace. Parker Aerospace is a global
leader in the research, design, integration, manufacture,
certification, and lifetime service of flight control, hydraulic,
fuel and inerting, fluid conveyance, ducting, exhaust air
management, thermal management, lubrication, and pneumatic systems
and components for aerospace and other high-technology markets. The
company supports the world’s aircraft and aeroengine manufacturers,
providing a century of experience and innovation for commercial and
military aircraft.
About Parker Hannifin. Parker Hannifin is a Fortune 250
global leader in motion and control technologies. For more than a
century the company has been enabling engineering breakthroughs
that lead to a better tomorrow. Learn more at www.parker.com or
@parkerhannifin.
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Brian King Parker Aerospace +1 (714) 458-7416
brian.king@parker.com
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