2016 has been a special year. In January, we started celebrating Duncan Aviation’s 60th anniversary as a provider of business aviation services. In April, my dad, J. Robert Duncan, was honored with the AEA Lifetime Achievement Award. And in July, we announced our plans to build a new facility at the Duncan Aviation location in Provo, Utah.
It has been satisfying to look back at our roots, to evaluate our growth and innovation and look forward to an exciting future of continued customer support. As a company, Duncan Aviation has always worked to listen to customers and act with their best interests and preferences in mind while continuously improving our service offerings.
Customer wishes and demands have certainly changed over the years. At the core, though, the things that are MOST important to them truly haven’t changed much. They tell us they want high quality service, excellent project coordination and communication, and on-time delivery.
We have long focused on these things and measure customer opinions with a brief post-project survey that measures project coordination and communication quality, and on-time delivery.
Based on feedback from customers, they interpret project coordination to include the technical knowledge of the assigned project manager, the planning, the communication the customer received throughout the project, and the use of our online myDuncan project management tool. On this aspect, Duncan Aviation’s current rating for the last 14 months is 4.85 out of 5.
When it comes to quality, customers get the opportunity to rate the work of the team leaders and technicians completing the aircraft project. In this area, Duncan Aviation customers give us a rating of 4.78 out of 5.
In the on-time delivery category, the customer chooses from the set options of early, on-time, or late. We don’t ask about things that often affect delivery schedules, like work add-ons, parts availability, or unforeseen repairs. And in this area, Duncan Aviation customers give their project timeliness a rating of 4.2 out of 5.
We take these surveys very seriously. We share them with our team members, celebrating good survey results and striving to learn from both great and less-than-great responses. Of course there is room for improvement. Someday, we’d love to have full five-star ratings, but we fully expect and appreciate our customers continuing to raise the bar. We will continue to improve and continue to ask customers for their honest feedback and ideas.
Let me know what you think.