IAA ANSP Customer Care Report 2019 - Irish Aviation Authority
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IAA ANSP Customer Care Report 2019
IAA ANSP
Customer Care
Report 2019
PAGE 2 IAA ANSP Customer Care Report 2019
contents
A MESSAGE FROM OUR CHIEF EXECUTIVE 4
2019 AT A GLANCE 7
A MESSAGE FROM OUR DIRECTOR ATM OPERATIONS & STRATEGY 8
2019 HIGHLIGHTS 10
THE IAA ANSP’S CUSTOMER CARE PROGRAMME 14
PARTICIPATING CUSTOMERS 15
SAFETY UPDATE 16
STAKEHOLDER SAFETY FORUM 17
SCHUMAN ASSOCIATES’ INDEPENDENT CUSTOMER SURVEY 18
RP2 PERFORMANCE UPDATE 19
CUSTOMER FEEDBACK 20
WHAT IS IMPORTANT TO OUR AIRLINE CUSTOMERS? 24
TOP 50 CUSTOMERS 26
CUSTOMER SCORES BY CATEGORY 28
GLOSSARY 43
IAA ANSP Customer Care Report 2019 PAGE 3
PAGE 4 IAA ANSP Customer Care Report 2019
A MESSAGE FROM
OUR CHIEF EXECUTIVE
W
elcome to the Irish Aviation Authority Air
Navigation Services (IAA ANSP) Customer
Care report for 2019. In the pages that
follow, we publish feedback from the 2019,
independently facilitated online customer survey.
These comments help us to understand what our
customers think of the IAA ANSP and the air
traffic management (ATM) services we
provide. They also inform us of some of
the key areas in which we can support our
airline customers in the achievement of
their business objectives.
Throughout 2019, we continued to provide safe and IAA ANSP is ranked joint 1st for safety maturity by
efficient ATM services that met our customers’ CANSO and we remain in the top 5 for Effectiveness
requirements and expectations. In addition, our of Safety Management as ranked by EASA. Safety
costs and associated unit rate remained low, is the primary concern for all of us at the IAA and I
delivering excellent value for money to our assure you that it will always remain so. We
customers. Our Air Traffic Controllers safely handled continually look for ways to further improve safety,
a record 352,000 aircraft in Irish controlled airspace, be it through technology, the expertise of our people
up 1.5% on 2018, which itself was a record year. and our approach to analysing and understanding
Traffic between Europe and North America safety trends and data. We are happy with the
continued to grow with our Radio Officers at our recognition we receive from the industry, but we will
North Atlantic Communications Centre in not rest on our laurels. Our Safety Management Unit
Ballygirreen, Co. Clare providing a HF radio service to works with all Stakeholders to ensure that we
over 511,000 aircraft operating over the North continuously improve our safety performance.
Atlantic, up 1.2%.
Ireland’s user charges have historically been among
Traffic at Dublin Airport also saw record levels with the lowest in Europe and in 2019, our en-route
our Team at Dublin providing a service to over charge was the 4th lowest in the EU. Our terminal
232,000 flights, up 2.6% on 2018. Dublin ATC’s charge also offered excellent value for money, being
busiest day on record took place in June 2019, when in the lower quartile among airports of similar scale
we handled 785 flights, emphasising Dublin’s place and complexity across Europe. Additionally, as traffic
among the highest performing single runway airports volumes were higher than forecast across our
in the world. Cork Airport again saw strong growth, terminal and en-route operations in 2017, we
handling over 21,500 commercial flights (+4.5%) returned over €14 million to our customers through
but regrettably, Shannon airport experienced a 6% lower user charges.
reduction in traffic.
Irish Free Route Airspace (FRA) and other innovative
From a safety regulatory perspective, Ireland operational concepts make Irish airspace, one of the
continues to be ranked 2nd in Europe by ICAO. The most environmentally efficient in the EU. We
IAA ANSP Customer Care Report 2019 PAGE 5
recognise that to ensure a vibrant and sustainable We use our Customer Care programme to meet with
aviation industry, we must continue improve this our customers “face to face” at their home bases.
efficiency. Accordingly, during 2019 our Teams These meetings, combined with the feedback
worked with our airline customers, the airports and received through the independently facilitated online
neighbouring ANSPs to put in place measures that survey, provide opportunities for our Customers to
facilitated fuel efficient operations and helped reduce tell us what they think of the ATM services that we
average CO2 emissions. These included the lowering deliver and how we can better meet their needs. In
of the base of FRA to 7,500ft, facilitating the UK’s 2019, we again asked Schuman Associates, a
XMAN long range arrival manager at Heathrow Consultancy based in Brussels, to conduct the
Airport and participating in XMAN trials for Gatwick. survey on our behalf. The independence that this
brings to the process, provides us with a clear
2019 saw the introduction of the Aireon ALERT, understanding of our customers’ requirements and
emergency aircraft tracking service, provided by the concerns. I would like to take this opportunity to say
IAA at our Ballygirreen HF Communications Centre. thank you, on behalf of all of us at the IAA ANSP, to
This free of charge service, supports registered all of our airline customers who gave up their
airlines, ANSPs and Search and Rescue services, by valuable time to meet with our Customer Care team
providing very accurate last known positions for during the year, and to complete the online survey.
missing aircraft, along with the most recent We very much welcome this feedback and where
trajectory information. To date, 341 aircraft owners practicable, will take it into account as we plan the
from 119 countries have registered with the service delivery of services over the coming years.
and ALERT is in regular active use with positive
feedback from the aviation community. There have I am very aware of the challenging business
been 26 requests for assistance since the service environment for many of our customers, particularly
launched in July and in December, with feedback those operating within Europe. The highly
indicating that the service is helping to save lives in competitive open aviation market results in the
critical situations. The Aireon ALERT service was highest breakeven load factors anywhere in the
awarded the Air Traffic Management ATM Award world and despite significant efforts by the
2019 for Service Provision, and the Aireon ALERT Eurocontrol Network Manager and Europe’s ANSPs,
Development Team were awarded the IAA Significant delay across some parts of the European network
Achievement Award for 2019. The service has been continue to cause operational difficulties for
short-listed for further awards in 2020. European airlines. On a global level, ongoing political
volatility is causing a slow down in trade, resulting in
2020 will be an exciting time for all at the IAA. Our difficult trading conditions for the air cargo sector.
new Air Traffic Control tower at Dublin Airport will In such an environment, I can however assure all our
begin operational trials mid-year, ensuring that we airline customers, that the IAA ANSP will maintain our
are ready for the opening of the new northern efforts to deliver safe and efficient ATM services at
parallel runway in late 2021. Both En-route and user charges that offer excellent value for money
Terminal traffic is forecast to increase over the next and are economically and environmentally
5 years, and we continue to recruit Controllers and sustainable.
Engineers to allow us to maintain our very high levels
of safety and service excellence. I am delighted that Thank you again to all our airline customers.
our Customers have awarded us a Customer
Satisfaction rating of 90.2% for 2019 but we all
understand that we must continue to look for ways Peter Kearney
to deliver improved ATM outcomes in Irish airspace. Chief Executive
PAGE 6 IAA ANSP Customer Care Report 2019
2019 IAA ANSP Customer Care Report 2019 PAGE 7
A MESSAGE FROM OUR
DIRECTOR OF ATM OPERATIONS
& STRATEGY
O
ver the course of 2019, my colleagues at the
IAA ANSP, continued to provide a safe,
efficient and value for money ATM service in
Irish Controlled Airspace, at Dublin, Cork and Shannon
Airports and in SHANWICK Oceanic airspace where the
IAA ANSP provides HF radio communications. It is my
intention that we will continue to deliver these high-
quality services that will meet the expectations of our
airline Customers.
Our Customer Care programme provides the IAA 1. Efficient Airspace
ANSP with a tremendous opportunity to meet with 2. Low Delay
many of our Customers and discuss the areas of
most concern to them. We greatly appreciate their 3. Operational Resilience
feedback and I want to assure you that we listen to
their comments and suggestions and where I can assure you that we have paid attention to our
practicable, use them to inform our operational Customers and for 2020 and out to the end of the
planning process. RP3 period (2024), we will focus on these factors
in the delivery of an excellent ATM service. Some
We want to meet and exceed the industry’s service examples of this are listed below.
expectations whilst always being mindful of the
challenging environment in which you operate. The Efficient Airspace – The IAA ANSP was a pioneer
IAA ANSP also shares with you, an overarching of Free Route Airspace in Europe, which allows our
priority to maintain and continuously improve safety airline Customers to flight plan their preferred
levels throughout our operation. trajectory through Irish controlled airspace. We were
also one of the first ANSPs to introduce the Point
In last years’ Customer Care Survey, our Customers Merge arrival procedures and this innovative concept
were asked to rank a number of service critical of operations continues to drive efficiency for traffic
factors, in order of importance to their airline. Our inbound to Dublin Airport. These and other
Customers told us that their Top 3 priorities were: procedures combine to ensure that Irish airspace has
one the best Horizontal Flight Efficiency ratings in
Europe.
PAGE 8 IAA ANSP Customer Care Report 2019
We continue to work with our neighbouring ANSPs Operational Resilience – We are acutely aware
on a range of initiatives to improve airspace that a resilient operating environment is critically
efficiency, such as the trial operation of ASEPS important to our Customers, as it is to our own
[Advanced Surveillance Enhanced Procedural operation. In 2019, the IAA ANSP established a
Separation] on the North Atlantic, the UK’s XMAN taskforce to review and strengthen the resilience of
arrival manager operations for the London area and our entire operation. The scope of this work included
the planned implementation of Cross Border Free all Communications, Navigation Surveillance and ATM
Route Airspace. systems. A number of recommendations have
already been implemented with further changes
The rate of arrivals and departures safely handled at planned in the immediate term and other longer-
Dublin Airport is amongst the highest in Europe for term developments subject to evaluation and
single runway airports. In June 2019, our Dublin ATC analysis. In the meantime, operational trials are
Team provided a safe service to 785 flights in one ongoing at the new en-route contingency centre at
day. In 2020, the IAA ANSP will move to our new Ballygirreen and it is expected that this facility will be
Dublin Control Tower and this is a key enabler for fully operational later this year. This contingency
parallel runway operations when Dublin Airport facility will significantly improve the operational
opens its new northerly runway in 2021. resilience for en-route air traffic service provision in
Irish controlled and North Atlantic airspace.
Aireon, a company in which the IAA is an investor, is
now providing space-based ADS-B surveillance data As we look forward to continuing air traffic growth
for all airspace across the globe. This data has been across our operations in 2020, we will strive to
integrated into our test ATM system and is being further improve safety and service levels in
evaluated in a test environment at the Shannon Air partnership with our airline Customers, the airports
Traffic Control Centre and at our North Atlantic and other stakeholders. We welcome comments and
Communications Unit, prior to an expected suggestions that will help us drive these
introduction into operations during 2020. This will improvements so please feel free to contact me at
enhance our surveillance capabilities and help to any time, should you need to discuss any issue.
improve our operational resilience.
Low Delay – Minimising delay has always been
important to the IAA ANSP, and I can assure you it Billy Hann
will remain a key priority throughout the RP3 period. Director ATM Operations & Strategy
Our 2019 performance was excellent, with en-route
and terminal ATFM delays attributable to the ANSP
among the lowest in Europe.
IAA ANSP Customer Care Report 2019 PAGE 9
2019 HIGHLIGHTS
I
n 2019, the IAA ANSP’s air traffic management (ATM) operations saw growth
continue throughout most of the year. Our Controllers at Dublin, Shannon en-
route and our Radio Officers at Ballygireen, handled record numbers of flights and
our Team at Cork Airport operated our fastest growing unit. En-route traffic in Irish
controlled airspace increased by 1.5% and our North Atlantic Communications Team
provided a HF Radio service to 1.2% more flights than in 2018. Traffic at Dublin
Airport grew by 2.5% and Cork was up 14.6% on last year.
Safety Value for Money
Delivering a consistently safe ATM service to all of In 2019, Ireland’s ATM user charges were among the
our airline customers, their passengers and crew is lowest in Europe and met its Single European Sky
the primary objective for our Team at the IAA ANSP. cost efficiency targets as they had throughout the
We are committed to ensuring ongoing compliance RP2 period. Our airline customers told us that low
with all National and European Safety Regulations costs were important to their businesses and we are
and with ICAO’s Standards and Recommended committed to providing safe and efficient ATM
Practices. Moreover, we do where practicable, go services that meet their operational needs and which
beyond compliance and implement international best offer excellent value for money.
practices throughout our organisation; this is a
consistent approach applied by the IAA ANSP to In 2020, Ireland’s en-route user charge will reduce
everything we do. to €24.48, the second lowest in the EU and almost
53% below the European average.The Irish Terminal
The IAA ANSP is guided by a robust safety Navigation Service user charge will also reduce for
management system, supported by the experts 2020. The unit rate of €123.01 will apply at Dublin,
from our Safety Management Unit. This has been a Cork and Shannon airports and is competitive with
key enabler in achieving our European Commission terminal operations of a similar scale and complexity
Single European Sky RP2 safety performance targets across Europe. For 2020, the North Atlantic
well in advance of the 2019 deadline. The IAA Communications charge will remain at will remain at
ANSP’s level of safety maturity is consistently in the €45 per flight for the 8th year in succession. This
top 5 in the EU in the RP2 EASA measured fee is charged for the provision of the HF radio
Effectiveness of Safety Management and at the top communications service in the SHANWICK region of
of the 44, participating national ANSPs in the CANSO the North Atlantic.
/ EUROCONTROL global “Standard of Excellence”
maturity measure of safety. While it will be a
challenge to retain these high levels of safety
maturity and effectiveness, we can assure you that
we are committed to focusing our efforts to do so,
by continuously improving the safety performance
of our ATM operations.
PAGE 10 IAA ANSP Customer Care Report 2019Service Delivery Innovation
In spite of continued geopolitical tensions and The IAA ANSP is committed to the implementation
economic uncertainty, traffic grew across most of of innovative procedures and technology that
the IAA ANSP’s operations in 2019, with only pragmatically deliver enhanced safety and efficiency,
Shannon Airport recording a reduction in traffic. Our and ensure regulatory compliance while at the same
en-route Controllers in the Shannon Air Traffic time, provide excellent value for money to our airline
Control Centre handled a record 352,000 flights customers. Nevertheless, during 2019, much of our
during the year, an increase of 1.5% on 2018. At effort was again focused on service delivery as
the North Atlantic Communications Centre in traffic continued to exceed the level forecast in the
Ballygirreen, Co. Clare, our Radio Officers provided a Single European Sky RP2 Performance Plan. Our
HF radio service to over 511,000 aircraft, up 1.2%. staff numbers were based on the forecast traffic
levels and as the actual number of flights was
Traffic at Dublin Airport increased by 2.6% as our significantly greater, we suspended all non-critical
Controllers provided a safe and efficient service to projects to ensure we had sufficient Controllers and
over 232,000 flights, a new record for Dublin. At Technical Specialists available to meet the increased
Cork, traffic grew by 4.5% to 21,500 commercial demand. This was done as our customers had told
flights (48,600 if flight training activity is included). us that a low level of delay was one of the most
Unfortunately, commercial flights were down by important things to their businesses.
6.3% at Shannon in a difficult year for the airport.
Nevertheless, during 2019 our Teams worked with
Although traffic continued to increase across almost our airline customers, the airports and neighbouring
all of the IAA ANP’s ATM operations in 2019, the ANSPs to put in place measures that facilitated fuel
overall level of delay experienced by our airline efficient operations and helped reduce average CO2
customers reduced by 15% to 24,606 minutes. In emissions. These included the lowering of the base
the Terminal environment, delays due to bad of Free Route Airspace to 7,500ft, facilitating the
weather increased by 44% but this was more than UK’s XMAN long range arrival manager at Heathrow
offset by a 72% reduction in Aerodrome Capacity Airport and participating in XMAN trials for Gatwick.
delays. There was however an increase in delay in 2019 also saw the introduction of the Aireon ALERT,
en-route airspace, as damage caused by a third party emergency aircraft tracking service, provided by the
to transmitter infrastructure, an aircraft technical IAA ANSP at our Ballygirreen HF Communications
incident and unexpected additional demand due to a Centre. This free of charge service, supports
French ATC strike resulted in 4,309 minutes of delay registered airlines, ANSPs and Search and Rescue
to our customers. These delays were outside of the services, by providing very accurate last known
control of the IAA ANSP, but we worked with all positions for missing aircraft, along with the most
stakeholders to minimise the impact on their recent trajectory information. Feedback indicates
operations. that the service is helping to save lives in critical
situations.
IAA ANSP Customer Care Report 2019 PAGE 112019 EUROPEAN EN-ROUTE USER CHARGES
100.00
90.00
80.00
70.00
60.00
50.00
40.00
30.00
20.00
10.00
.00
Cyprus
s
rus
Ireland
and
d
Latvia
via
a
alta
a
Malta
Hungary
ary
y
Bulgaria
aria
a
Estonia
nia
a
Greece
ece
e
Lithuania
nia
a
Portugal Lisboa
boa
a
Romania
nia
a
Croatia
atia
a
Finland
and
d
Spain Canaries
ies
s
Poland
d
and
Czech Republic
blic
c
Slovak Republic
blic
c
Sweden
n
den
Norway
way
y
Spain Continental
ntal
Slovenia
nia
a
Average
age
e
Denmark
ark
k
France
nce
e
Austria
tria
a
United Kingdom
m
om
Germany
any
y
Italy
aly
y
Nertherlands
s
nds
Switzerland
and
d
Belgium-Luxembourg
g
urg
a
The rate of arrivals and departures safely handled at business. Each meeting providing opportunities to
Dublin Airport is amongst the highest in Europe for discuss our performance and gain important
single runway airports and in June 2019, our Dublin feedback on key areas of importance to our
ATC Team provided a safe service to 785 flights in customers. We again asked the Brussels based
one day. In 2020, the IAA ANSP will move to our consultancy, Schuman Associates, to conduct a
new Dublin Control Tower and this is a key enabler customer survey on our behalf as we believe that
for parallel runway operations when Dublin Airport the independence that they bring to the process
opens its new northerly runway in 2021. helps to provide a transparent view of our
customers’ opinions and operational needs. The
results of this survey are published in this report.
Customer Service
We are very pleased that for 2019, our Customers
The IAA ANSP’s Customer Care programme is awarded the IAA ANSP, a customer satisfaction
a critical enabler for the development and rating of 90.2% and while this is a very good result,
maintenance of the good working relationships that it is clear to us that there are still opportunities for
exist between our people and our airline customers. improvement across our operations. We would like
Our CRM team provides the day to day contact to take this opportunity to say thank you to the
between the airlines’ personnel and our operational people at our customer airlines, who took time from
teams. Our programme utilises face to face their very busy schedules to meet with us and to
meetings and an independently facilitated online complete the Schuman Associates’ survey. We very
survey to capture detailed feedback about what our much welcome their feedback and can assure you
customers think of the ATM services we provide and that where it is practicable, our Operations Teams
what we can do better to meet their needs. will do what is necessary to provide the ATM services
that our customer airlines demand.
In 2019, the ANSP’s CRM team met with 30 airline
customers, responsible for over 82% of its ATM
PAGE 12 IAA ANSP Customer Care Report 2019IAA ANSP Customer Care Report 2019 PAGE 13
THE IAA ANSP’S CUSTOMER CARE PROGRAMME
The IAA ANSP is recognised by our airline customers as
one of the most customer focused ANSPs in the industry.
2019 CUSTOMER SURVEY HEADLINES
90.2% customer
satisfaction rating
100% response
rate
87%
Excellent
97% Excellent or very good
for customer service Excellent
or very
good
63% or very
good value
service
delivery
90% Extremely or very safe for money
Our Customer Care programme helps us to At the end of the year, we engaged an independent
understand our customers’ operational objectives so Brussels based consultant, Schuman Associates, to
that we can put in place, technology and procedures conduct an online survey to measure our customers’
to support them in Irish controlled airspace and at level of satisfaction with the ANSP and to gauge
Dublin, Cork and Shannon airports. their opinions of how we delivered across a number
of key performance areas (KPAs); Safety, Value for
We meet with as many of our customers as is Money, Service Delivery, Innovation and Customer
practicable each year at their home bases. This Service.
allows us to listen to what they think of the IAA
ANSP and the ATM services that we provide. These The IAA ANSP takes the feedback from the Schuman
meetings also allow us to brief our customers on our Associates’ independent survey and use it to inform
operational performance and to discuss future our Operations and Technology plans to ensure that
initiatives. In 2019, we met with 30 customer they can be aligned with the needs of our customers
airlines across Europe, North America and the Middle as well as those of our people. It has also been
East, the most important markets for the IAA. reflected in the Irish SES Performance Plan for RP3.
The airlines that we met were a representative
sample as they were responsible for 82% of the IAA’s
ATM revenues and 83% of the flights that we
handled. The sample covered all the major business
models, from full service “legacy” airlines to Ultra
Low-Cost Carriers and also included some of the
largest cargo/freight airlines in the world.
PAGE 14 IAA ANSP Customer Care Report 2019PARTICIPATING CUSTOMERS
IAA ANSP Customer Care Report 2019 PAGE 15SAFETY UPDATE
During 2019 the IAA ANSP handled
record levels of traffic both
OCCURANCE SAFETY DATA
safely and efficiently. INVESTIGATION PERFORMANCE AND
TREND ANALYTICS
We conduct rigorous continuous live monitoring
and analysis of our Safety Performance, utilising EoSM
our integrated suite of Safety Tools. Our 5 Safety SAFETY
SAFETY SAFETY
Performance Indicators are reported on weekly and MATURITY INTELLIGENCE CULTURE
trends analysed monthly, quarterly and annually, SURVEYS SOURCING SURVEY
reflecting our ongoing commitment to, and focus
on, continuous safety performance improvement.
HUMAN FACTORS EXTERNAL INTERFAB
For 2019, the rolling two-year trend for three of CASUAL ANALYSIS EUROCONTROL
our Safety Performance Indicators are showing an CANSO AND
SSF
overall positive performance. We have however
noticed an increasing trend in two specific areas;
Deviations from ATC Clearance during Ground
Operations at Dublin Airport, and Level Busts
associated with arriving traffic in Shannon Airport is
being observed. North Atlantic Operations fora and will be
presenting to the National Business Aviation
With respect to ground operations in Dublin, a Association during Q1 2020.
number of actions have been taken at Local
Runway Safety Teams, including the inclusion of a These items have been discussed at the IAA ANSP
second Hotspot on the Aerodrome chart. Safety Management Unit Stakeholder Safety
Additionally, Dublin ATC Operations have initiated Forum. Stakeholder opinion has been requested to
an independent review of ground operations to assist in the identification of potential causes and
identify potential safety and efficiency the provision of mitigation measures.
enhancements. This review is on-going and will
include stakeholder engagement. Another area where a concerning trend has been
observed is a difficulty with the interrogation of
With respect to arriving traffic at Shannon Airport, some B787 transponders. We have brought this
a large proportion of the traffic not maintaining issue to the attention of Eurocontrol and EASA and
their assigned altitude is registered in the United the proactive engagement with stakeholders has
States. Amendments to ATC procedures have been helped the manufacturers to identify a likely cause
made to try and mitigate this problem. Additionally, and develop corrective actions.
text identifying Shannon as a Level Bust hotspot
has been included the Irish AIP. ATC Operations
personnel have also presented on the topic at
PAGE 16 IAA ANSP Customer Care Report 2019The sharing of information is a key principle of the
SSF - STAKEHOLDER SSF with participants sharing their safety practices
and best practices with each other. The SSF Terms
SAFETY FORUM of Reference support the confidential sharing of
this information and data. Supporting this effort,
we provide the participating stakeholders with
individualised ATM related incident performance
Commitment to Total Aviation reports, that enables the benchmarking of their
System Safety own categorised rate of occurrence performance
against the other anonymised operators. This
Safety throughout the aviation sector is the provides another layer of Safety Performance
responsibility of all actors who have control or intelligence to support all operators in their own
influence. The IAA ANSP views collaboration with organisational safety improvement activities; thus,
each of these stakeholders, or “risk-holders” as a contributing to an overall system safety
must in order to ensure that a better improvement.
understanding of system-wide safety is created
and so that the IAA ANSP can challenge itself in the Throughout 2020, the IAA ANSP, supported by our
delivery of its responsibilities. Safety Management Unit, will continue to make
every effort to enhance the Safety Performance of
Accordingly, our Safety Management Unit our organisation and the wider aviation system in
established the SSF in 2016 in partnership with Ireland.
fellow stakeholders; Airlines (local and
International), Aerodrome Operators and the
Military. Meeting twice annually, we proactively
engage and collaborate to ensure that we can
effectively contribute to a better understanding of
the common issues, thereby enabling safety
performance improvement in the Total Aviation
System.
IAA ANSP Customer Care Report 2019 PAGE 17SCHUMAN ASSOCIATES
INDEPENDENT CUSTOMER
SURVEY
In 2019, the IAA ANSP commissioned the Brussels
based consultancy, Schuman Associates, to conduct
a Customer satisfaction survey on our behalf.
The independence that they bring to the process
helps ensure that we get a clearer understanding
of our customers’ needs and their opinions of the
services we provide.
This year, Schuman again used the European
Commission’s EU SURVEY web-based tool to
reach out to our customers and ask them to OVERALL SATISFACTION
complete an online survey. This survey asked our
customers give their opinions of the IAA ANSP’s
RATING
ATM operations in key performance areas and to
let us know if they thought we had improved 2012 90.8%
over 2018. The survey also encouraged our
customers to tell us their comments, concerns, 2013 90.9%
questions and suggestions. Schuman Associates
downloaded the data, collated it and compiled a 2014 92.6%
number of reports for the IAA ANSP.
2015 92.9%
The results of the 2019 independent survey
show that the overall level of customer 2016 92.5%
satisfaction with the IAA ANSP is 90.2%. This
performance reflects the IAA ANSP’s consistently 2017 90.2%
high levels of safety, value for money user
charges, lack of delay, efficient Free Route 2018 92.3%
Airspace and a high level of customer
engagement. 2019 90.2%
PAGE 18 IAA ANSP Customer Care Report 2019RP2 PERFORMANCE UPDATE
The European Commission’s Single European Sky performance scheme
was developed to improve the financial and operational efficiency of
European airspace.
This scheme requires all EU Member States to put in was one of the first accepted by the European
place targets which make a contribution to Union- Commission.
wide goals to enhance safety, reduce average user
charges, cut delays and lessen the impact of Air The EC has confirmed that Ireland and the IAA has
Traffic Management on the environment. For the met our targets for 2015, 2016, 2017 and 2018.
period 2015 – 2019 inclusive, known as Reference Although not yet verified by the Commission, our
Period 2 (RP2), Ireland and the UK submitted a joint performance for 2019 was on target and we expect
Performance Plan as required under EU Legislation to meet all targets for the RP3 period (2020 –
which contained targets in these areas and which 2024 inclusive)..
KPI Status Detail
• Effectiveness of safety management (EoSM) - 2019
target fully achieved by 2015 and maintained in 2018.
fully • Ireland has improved its average EoSM score over the
KPI compliant Reference Period from 84 in 2015 to 92 in 2018
• Application of Risk Assessment Tool (RAT) for incident
severity classification - 100% application in 2018.
• Just Culture - Fully Compliant
• 2018 En-route user charge €25.11 (real in €2009) -
cost fully Fully compliant with RP2 Performance Plan
efficiency compliant • 2018 Terminal user charge €128.70 (real in €2009) -
Fully compliant with RP2 Performance Plan
delay fully • 2018 actual ATFM delay was 0 minutes per flight,
compliant substantially below the target of 0.14 minutes
• Combined target with UK of 3.63% inefficiency
fully
Environment compliant
against a target of 3.09% for en-route horizontal flight
efficiency. Ireland contributed positively to the FAB
target with an environmental performance of 1.26%
IAA ANSP Customer Care Report 2019 PAGE 19CUSTOMER FEEDBACK
We would like to thank all our busy airline customers who took the
time in 2019 to complete the online survey for Schuman Associates.
We welcome their feedback and can assure you that where practicable, we will take them on
board as we continue to deliver safe, efficient and value for money ATM services in Irish
Controlled Airspace, Dublin Cork & Shannon Airports and excellent HF radio communications
in SHANWICK Oceanic Airspace. This feedback from our customers, telling us what they believe
we do well, and where they think we can improve, is shared below.
“Anything that helps us save time and hence
money is appreciated” – Air Transat
Safety “Continue to keep downward pressure on costs,
in particular noting the projected rising en-
IAA ANSP route costs in RP3” – Virgin Atlantic
“Keep the low level of user charges” – Altialia
“Noting the safety performance is good, it is “Ensure robust staffing levels are maintained,
essential to maintain this level into the future” – service remains safe and value for money” –
Virgin Atlantic easyJet
“Noting the safety performance is good, it is “We do not welcome the targets proposed by
essential to maintain this level into the future” – IAA for the third reference period (RP3). As
Virgin Atlantic discussed during the RP3 consultation, we
consider that the targets are not challenging
“In terms of safety, their performance is
and should be updated. The capacity and cost
adequate, unchanging and does not appear to
efficiency targets should be consistent with the
be very innovative” – Aer Lingus
RP2 results and the European cost-efficiency
“Excellent performance in the area of safety” – target, -1.9%. Additionally, the decision to
Swiss restructure the IAA into two new entities must
“Good contact with IAA on ASR's and related be undertaken and implemented in a manner
issues” - KLM that has no financial impact on airspace users
and other stakeholders. The RP3 performance
plan must be updated to ensure these points
are addressed”- Ryanair
“We do not support the proposed 2020
Value for Money Enroute and Terminal navigation charges
IAA ANSP proposal. We do fear a regulatory gaming of the
system. We have not been provided enough
evidence of additional capacity that would be
“Continue good cost control and providing good delivered for significant additional cost. With
value for those monies” – Delta Airlines the achieved zero delay during the past years
we come to the conclusion that the ANSP is
“We are convinced that IAA could be more cost rather over than over-resourced. Ireland
efficient without reducing its ambition for even invested less than initially planned, in every year
better service quality” - Lufthansa for RP2 - to date. We do need evidence that we
PAGE 20 IAA ANSP Customer Care Report 2019are not being double charged for CAPEX intersection take off opportunities at Dublin
planned and financed in RP2, but not deployed Airport” – Stobart Air
until RP3” - Swiss
“Efficient airspace management” – Alitalia
“ATM Operations at Dublin and Shannon
Airports are of a high standard. However,
operations at Dublin are severely constrained by
Service Delivery the poor quality and quantity (i.e. aircraft
gates/stands, and access to these facilities), of
IAA ANSP
the ground facilities available for both based
and non-based aircraft” – ASL Airlines
Ireland
“The IAA continues to offer airlines the ability to
file UPR's when and where able as well as supply “Continued to provide a safe and value for
a safe and efficient airspace. Continue with the money service” - easyJet
good work” – Air Canada
“Provided feedback when requested. Has
“One thing that sets the IAA apart from other outlined plans that make sense for the future
ANSPs are the dynamic sectorization in your both at Dublin and in respect to oceanic
airspace.. Being able to balance work load is transition airspace. Overall, provides an
huge for an airline since this reduces the excellent service if we leave Dublin and the
amount of time spent holding, or being rerouted mess that Dublin airport is becoming out of the
away from our desired flight path…..Ireland was mix. Ground congestion, remote holding for
also one of the first ANSPs to implement a FRA. gates have become the norm. Anything that
Being able to fly point to point is useful; can be done to alleviate the extended
however, the issue with the current version of ground/taxi delays would be appreciated” –
the FRA is limited, since we still have to file to American Airlines
and from specific fixes” – Atlas Air
“The IAA has reduced Ryanair ATC delays by
“Keep doing what you’re doing!” - FedEx 15% vs 2018 (YTD) and in general been
responsive to our needs in the past 12 months.
“Very good at assisting with slot times and
Moreover, they have started to address some
ready messages….Continue to develop remote
of the key issues highlighted by Ryanair
tower services to keep the great level of service
operations team in 2019. Despite this is a good
at EINN ” – Omni Air
starting point, the IAA should keep investigating
“Lufthansa appreciates the very robust and and ensure these issues are totally solved in
reliable high quality ATM service” – Lufthansa 2020 (for example, excessive delays, inefficient
“Very happy with our the service we get in and RVP procedures and A-CDM failures). We have
out of Dublin along with flights that pass Irish been seriously impacted by these topics
airspace” – Air Transat especially in non-normal scenarios. This is not
acceptable…….Constrain the application of
“Continues to support our Transatlantic Reduced Visibility Procedures and speed up
Operations as expected” – Etihad their removal……Investigate how to reduce
“Engaged with us to evaluate additional excessive taxi times seen [at Dublin] in 2019” –
Ryanair
IAA ANSP Customer Care Report 2019 PAGE 21“No issues to raise” – TUI Airways “Active reporting / provided suggestions
regarding our performance in IAA airspace /
“Timely and informative feedback to
service delivery according to flight plan” – KLM
investigations. Very co-operative ops team in
the tower” – Aer Lingus “The benefits of IAA ATC service for Austrian
Airlines (as rather small airline) is the possibility
“Reduce Taxi-out Times to Main Runways –
for short, efficient and direct dialogs and the
under the current implementation phase of A-
fact that ATC service is provided in a safe and
CDM at DUB we are still seeing excessive taxi
reliable way. Sometimes no change is better -
times above 20mins on Rwy10/28 and not
but keeping ATC service high on this level is a
fully benefitting from the A-CDM Process.
"TODO" as well” – Austrian Airlines
Inserting arrival regulations would slow down
inbound traffic flow in favour of departing “The IAA continues to deliver a high levels of
traffic rather than holding outbound traffic on ATC service. Continue what you are doing” -
the ground in favour of the landers, creating
British Airways
further congestion ……..Better Usage of Point
Merge Procedures [required] – significant levels
of additional fuel being loaded on inbound EI
flights due unpredictability of expected DUB
arrivals, including experiencing a number of Innovation
inbound diversions ” – Aer Lingus
IAA ANSP
“All things of an operational nature, with
assistance to our operation in all areas are good
… Keep on doing what you do. The service was “Keep working on the current initiatives” – Air
very good/excellent last year” – United Canada Rouge
Airlines
“Participation in the ASEPS trials has been of
“Environmental performance on track - great value to FedEx. This allows for more
intention to meet the targets as indicated in the optimized flight paths. Additionally, the
performance plan. Zero Delay Performance continued usage of CPDLC services has reduced
during the last couple of years” – Swiss the amount of voice calls over the radio” –
“[IAA has] continued to supply and excellent FedEx
ATM service to most of our UK north and “The free route airspace, which is now
Northern Ireland departures and arrivals to and spreading throughout the EU has been a great
from the Canary Islands. [IAA should] continue innovation” – Omni Air
to develop their ATM services and the airspace
to allow us to fly the most cost-efficient routes “The IAA continues to be a leader in innovation.
and trajectories within their area of You have proactively reached out with
responsibility. Continue to recruit and train the suggestions to reduce air miles whilst transiting
required numbers of controllers to replace the on the way to mainland Europe” – Delta
retiring ones and to ensure continuity of supply Airlines
so that the correct staffing levels can be We acknowledge that some of the IAA
maintained to manage the airspace in the most initiatives for the En-Route airspace being
efficient way” – Jet2.com worked on this year, will bring benefits in future
years – Virgin Atlantic
PAGE 22 IAA ANSP Customer Care Report 2019“We would like more in terms airspace use “Very good direct cooperation between IAA and
around Dublin” – Etihad QTR” – Qatar Airways
“Continue to work with us on initiatives we “There continues to be a good line of
identify. Continue to deliver innovation in the communication with the IAA, including
Irish FIR” – Stobart Air information in the event of disruption, including
that caused by system problems, such as the
“Strive for continuous operational efficiencies”
Voice Comms failure in Shannon ACC earlier this
– easyJet
year” - Virgin Atlantic
“Expedite adoption of digital HF, look for an
“We appreciate the monthly meetings with IAA
opportunity to manage traffic seamlessly
team to review IAA’s performance and we
transiting the westernmost of the Shannon UIR
perceive them as a lever to improve our
routing between Spain and the USA. Investigate
relationship and operation. In this sense, we also
extending the UIR west and north using space
consider that the 2019 Annual meeting was
based ADSB to expand surveillance at the radar
very constructive” – Ryanair
limits” – American Airlines
“An individual employee has taken the time to
“When an airline starts an operation at an Irish
contact us and visit us to discuss what the IAA
airport it would be advantageous to them if the
do and how they can help us” – Icelandair
IAA has an introduction pack highlighting the
different departments of the IAA and what “Good customer service” – Aer Lingus
they do and contact details” - Icelandair
“Much appreciate the speedy responses to
“The IAA continues to innovate in the area of requests, and the excellent interaction 24/7 by
airspace management and the service that they Customer Affairs” – United Airlines
provide to us, particularly in the area of
“Assistance in reducing RAD restrictions
serviceability and check flights which has been
between EI and EG (EGEI10**) to improve
excellent over the last 12 months” – Jet2.com
flight efficiency is highly appreciated” – KLM
“Introducing call-sign use instead of registration
“Excellent Customer service through Customer
for towing operations at DUB has been helpful
Relations. We have contacted Customer
in reducing delays” - Norwegian
Relations outside of normal business hours on
several occasions in 2019 on operational or
safety matters, this has never been an issue and
we have always had positive outcomes - Thank
Customer Service you” – British Airways
IAA ANSP
“Continue to collaborate and communicate.
Open to constructive dialogue and willing to
listen. Continue to challenge convention and
deliver” – Emirates
“Customer Relations program is the best in the
Business” – Air Canada
IAA ANSP Customer Care Report 2019 PAGE 23WHAT IS IMPORTANT TO OUR
AIRLINE CUSTOMERS?
The results indicate that the issues of greatest concern are in the area
of efficient aircraft operations. The IAA ANSP welcomes this feedback
and will continue to work with our Customers to ensure that where
practicable, we provide services that are best aligned with their needs.
Our Customers told us that Low Levels of third party to transmitter infrastructure, an
Delay is the most important of the items to aircraft technical incident and unexpected
their Airline. In second place is Operational additional demand due to a French ATC strike
Resilience and Low User Charges was third. resulted in 4,309 minutes of delay to our
Efficient Airspace and a Good Customer customers. These delays were outside of the
Relationship were fourth and fifth control of the IAA ANSP, but we worked with
respectively. all stakeholders to minimise the impact on
their operations.
Levels of delay in Irish Airspace within the
control of the IAA ANSP, have historically Operational resilience is critical to both our
been extremely low. In 2019, the overall Customers and the IAA ANSP, and we are
level of delay experienced by our airline working to further enhance our resilience
customers reduced by 15% to 24,606 and contingency capabilities over the coming
minutes. In the Terminal environment, delays years to ensure that they support the needs
due to bad weather increased by 44% but of all stakeholders. We are working to
this was more than offset by a 72% commission a third radar at Dublin to provide
reduction in Aerodrome Capacity delays. enhanced backup to support increasing
There was however an increase in delay in traffic levels at the airport and we expect to
en-route airspace, as damage caused by a complete our En-Route contingency centre
PAGE 24 IAA ANSP Customer Care Report 2019at Ballygirreen, Co. Clare by the end of 2020. Irish En-Route airspace continues to be some
This will provide a full suite of communications of the most efficient airspace in Europe. Our
and ATM systems that are independent from Free Route concept of operations is applicable
our Shannon Centre. During 2020, we will down to 7,500 feet and allows our Customer
also work with our Customers to ensure they Airlines to fly the optimum routing for their
understand and are comfortable with the level aircraft on any given day through Irish
of contingency across our Operations. controlled Airspace. We will continue to work
with all stakeholders to drive further
efficiency where possible.
We believe that a good working relationship
between the IAA and our Customers is also
important. Our Customer Care programme
will continue to support these relationships
and we will maintain and enhance where
necessary, the day to day interface between
We are also aware that cost control is critically our Customers and our front-line Operations
important to our Airline Customers and we can Teams.
assure them that the IAA will continue to
provide excellent value for money by providing
safe and efficient ATM services at some of the
lowest user charges in Europe in 2020 and
throughout the SES RP3 period.
Low User Charges
WE ASKED OUR
Low level of Delay
CUSTOMERS TO SELECT
WHICH FEATURE IS Efficient Airspace
MOST IMPORTANT TO customer relationship
THEIR BUSINESS?
operational resilience
1 Low level of Delay
THIS IS THE
OVERALL ORDER 2 operational resilience
OF IMPORTANCE 3 Low User Charges
THAT WAS
4 Efficient Airspace
SELECTED
5 customer relationship
IAA ANSP Customer Care Report 2019 PAGE 252019 TOP 50 CUSTOMERS
1 BRITISH AIRWAYS 9.3%
2 AER LINGUS 8.7%
3 RYANAIR 7.5%
4 DELTA AIR LINES 7.4%
5 UNITED AIRLINES 6.9%
6 AMERICAN AIRLINES 5.9%
7 LUFTHANSA 4.9%
8 AIR FRANCE 4.3%
9 VIRGIN ATLANTIC 3.9%
10 AIR CANADA 3.3%
11 KLM 2.8%
12 QATAR AIRWAYS 1.5%
13 SWISS 1.5%
14 JET2.COM 1.5%
15 EMIRATES 1.4%
16 TUI AIRWAYS 1.4%
17 NORWEGIAN AIR UK 1.3%
18 TURKISH AIRLINES 1.2%
19 NORWEGIAN AIRSHUTTLE 1.2%
20 AIR TRANSAT 1.1%
21 FEDERAL EXPRESS 1.0%
22 STOBART AIR 1.0%
23 ALITALIA 0.9%
24 THOMAS COOK AIRLINES 0.8%
25 UPS 0.8%
PAGE 26 IAA ANSP Customer Care Report 201926 ETHIOPIAN AIRLINES 0.6%
27 EUROWINGS 0.6%
28 CARGOLUX 0.6%
29 AUSTRIAN AIRLINES 0.5%
30 ATLAS AIR 0.5%
31 AIR CANADA ROUGE 0.4%
32 ETIHAD 0.4%
33 EASYJET 0.4%
34 NORWEGIAN AIR INTL 0.4%
35 AEROMEXICO 0.4%
36 CONDOR 0.4%
37 WESTJET 0.4%
38 SINGAPORE AIRLINES 0.4%
39 ELAL 0.4%
40 AEROLOGIC 0.4%
41 SAUDIA 0.3%
42 OMNI AIR INTL 0.3%
43 LOT POLISH AIRLINES 0.3%
44 LUFTHANSA CARGO 0.3%
45 TUI NED. ARKEFLY
46 AIR ITALY 0.3%
47 BRUSSELS AIRLINES 0.3%
48 KALITTA AIR 0.3%
49 ICELANDAIR 0.2%
50 SAS 0.2%
IAA ANSP Customer Care Report 2019 PAGE 27Customer Scores by Category
OVERALL CUSTOMER
SATISFACTION 90%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY safe SAFETY Unchanged
VALUE FOR MONEY good VALUE FOR MONEY Unchanged
SERVICE DELIVERY good SERVICE DELIVERY Unchanged
INNOVATION ADEQUATE INNOVATION Unchanged
CUSTOMER SERVICE VERY Good CUSTOMER SERVICE Unchanged
OVERALL CUSTOMER
SATISFACTION 98%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY extremely SAFETY IMPROVED
VALUE FOR MONEY VERY Good VALUE FOR MONEY IMPROVED
SERVICE DELIVERY VERY Good SERVICE DELIVERY IMPROVED
INNOVATION VERY Good INNOVATION IMPROVED
CUSTOMER SERVICE Excellent CUSTOMER SERVICE IMPROVED
PAGE 28 IAA ANSP Customer Care Report 2019Customer Scores by Category
OVERALL CUSTOMER
SATISFACTION 98%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY extremely SAFETY IMPROVED
VALUE FOR MONEY VERY Good VALUE FOR MONEY IMPROVED
SERVICE DELIVERY VERY Good SERVICE DELIVERY IMPROVED
INNOVATION VERY Good INNOVATION IMPROVED
CUSTOMER SERVICE Excellent CUSTOMER SERVICE IMPROVED
OVERALL CUSTOMER
SATISFACTION 90%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY VERY Good SAFETY Unchanged
VALUE FOR MONEY VERY Good VALUE FOR MONEY Improved
SERVICE DELIVERY VERY Good SERVICE DELIVERY Unchanged
INNOVATION Good INNOVATION Unchanged
CUSTOMER SERVICE VERY Good CUSTOMER SERVICE Unchanged
IAA ANSP Customer Care Report 2019 PAGE 29Customer Scores by Category
OVERALL CUSTOMER
SATISFACTION 99%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY extremely SAFETY Unchanged
VALUE FOR MONEY VERY Good VALUE FOR MONEY Unchanged
SERVICE DELIVERY Excellent SERVICE DELIVERY Unchanged
INNOVATION VERY Good INNOVATION Unchanged
CUSTOMER SERVICE Excellent CUSTOMER SERVICE Unchanged
OVERALL CUSTOMER
SATISFACTION 85%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY VERY Good SAFETY IMPROVED
Greatly
VALUE FOR MONEY VERY Good VALUE FOR MONEY
IMPROVED
SERVICE DELIVERY VERY Good SERVICE DELIVERY IMPROVED
INNOVATION VERY Good INNOVATION unchanged
CUSTOMER SERVICE Excellent CUSTOMER SERVICE unchanged
PAGE 30 IAA ANSP Customer Care Report 2019Customer Scores by Category
OVERALL CUSTOMER
SATISFACTION 97%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY VERY Good SAFETY Unchanged
VALUE FOR MONEY VERY Good VALUE FOR MONEY Unchanged
SERVICE DELIVERY Excellent SERVICE DELIVERY Unchanged
INNOVATION VERY Good INNOVATION Unchanged
CUSTOMER SERVICE Excellent CUSTOMER SERVICE Unchanged
OVERALL CUSTOMER
SATISFACTION 80%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY VERY Good SAFETY Unchanged
VALUE FOR MONEY Excellent VALUE FOR MONEY Unchanged
SERVICE DELIVERY Excellent SERVICE DELIVERY Unchanged
INNOVATION VERY Good INNOVATION Unchanged
CUSTOMER SERVICE VERY Good CUSTOMER SERVICE DISIMPROVED
IAA ANSP Customer Care Report 2019 PAGE 31Customer Scores by Category
OVERALL CUSTOMER
SATISFACTION 90%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY extremely SAFETY IMPROVED
VALUE FOR MONEY GOOD VALUE FOR MONEY Unchanged
SERVICE DELIVERY VERY Good SERVICE DELIVERY IMPROVED
INNOVATION Excellent INNOVATION
Greatly
IMPROVED
CUSTOMER SERVICE Excellent CUSTOMER SERVICE Unchanged
OVERALL CUSTOMER
SATISFACTION 80%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY Extremely SAFETY Improved
VALUE FOR MONEY Good VALUE FOR MONEY Improved
SERVICE DELIVERY VERY Good SERVICE DELIVERY Unchanged
INNOVATION VERY Good INNOVATION Unchanged
CUSTOMER SERVICE VERY Good CUSTOMER SERVICE Improved
PAGE 32 IAA ANSP Customer Care Report 2019Customer Scores by Category
OVERALL CUSTOMER
SATISFACTION 96%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY VERY Good SAFETY Improved
VALUE FOR MONEY Excellent VALUE FOR MONEY Improved
SERVICE DELIVERY Excellent SERVICE DELIVERY Improved
INNOVATION VERY Good INNOVATION Improved
CUSTOMER SERVICE Excellent CUSTOMER SERVICE Improved
OVERALL CUSTOMER
SATISFACTION 90%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY extremely SAFETY unchanged
VALUE FOR MONEY VERY Good VALUE FOR MONEY unchanged
SERVICE DELIVERY VERY Good SERVICE DELIVERY unchanged
INNOVATION VERY Good INNOVATION unchanged
CUSTOMER SERVICE VERY Good CUSTOMER SERVICE unchanged
IAA ANSP Customer Care Report 2019 PAGE 33Customer Scores by Category
OVERALL CUSTOMER
SATISFACTION 100%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY extremely SAFETY Unchanged
VALUE FOR MONEY VERY Good VALUE FOR MONEY Unchanged
SERVICE DELIVERY Excellent SERVICE DELIVERY Unchanged
INNOVATION VERY Good INNOVATION Unchanged
CUSTOMER SERVICE Excellent CUSTOMER SERVICE Unchanged
OVERALL CUSTOMER
SATISFACTION 90%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY VERY Good SAFETY unchanged
VALUE FOR MONEY Good VALUE FOR MONEY unchanged
SERVICE DELIVERY Good SERVICE DELIVERY Very good
INNOVATION VERY Good INNOVATION unchanged
CUSTOMER SERVICE VERY Good CUSTOMER SERVICE unchanged
PAGE 34 IAA ANSP Customer Care Report 2019Customer Scores by Category
OVERALL CUSTOMER
SATISFACTION 65%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY Safe SAFETY IMPROVED
VALUE FOR MONEY ADEQUATE VALUE FOR MONEY Unchanged
SERVICE DELIVERY GOOD SERVICE DELIVERY Unchanged
INNOVATION ADEQUATE INNOVATION Unchanged
CUSTOMER SERVICE Good CUSTOMER SERVICE Unchanged
OVERALL CUSTOMER
SATISFACTION 100%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
Greatly
SAFETY extremely SAFETY
IMPROVED
VALUE FOR MONEY VERY Good VALUE FOR MONEY Unchanged
SERVICE DELIVERY Excellent SERVICE DELIVERY
Greatly
IMPROVED
INNOVATION Excellent INNOVATION
Greatly
IMPROVED
Greatly
CUSTOMER SERVICE Excellent CUSTOMER SERVICE
IMPROVED
IAA ANSP Customer Care Report 2019 PAGE 35Customer Scores by Category
OVERALL CUSTOMER
SATISFACTION 75%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY Safe SAFETY IMPROVED
VALUE FOR MONEY VERY Good VALUE FOR MONEY IMPROVED
SERVICE DELIVERY good SERVICE DELIVERY unchanged
INNOVATION good INNOVATION IMPROVED
CUSTOMER SERVICE VERY Good CUSTOMER SERVICE IMPROVED
OVERALL CUSTOMER
SATISFACTION 95%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY VERY Good SAFETY IMPROVED
VALUE FOR MONEY VERY Good VALUE FOR MONEY IMPROVED
SERVICE DELIVERY excellent SERVICE DELIVERY IMPROVED
INNOVATION VERY Good INNOVATION IMPROVED
CUSTOMER SERVICE excellent CUSTOMER SERVICE IMPROVED
PAGE 36 IAA ANSP Customer Care Report 2019Customer Scores by Category
OVERALL CUSTOMER
SATISFACTION 90%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY VERY Good SAFETY unchanged
VALUE FOR MONEY good VALUE FOR MONEY unchanged
SERVICE DELIVERY VERY Good SERVICE DELIVERY unchanged
INNOVATION VERY Good INNOVATION IMPROVED
CUSTOMER SERVICE VERY Good CUSTOMER SERVICE unchanged
OVERALL CUSTOMER
SATISFACTION 85%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
Greatly
SAFETY extremely SAFETY
IMPROVED
VALUE FOR MONEY GOOD VALUE FOR MONEY IMPROVED
SERVICE DELIVERY excellent SERVICE DELIVERY Unchanged
INNOVATION VERY Good INNOVATION Unchanged
CUSTOMER SERVICE VERY Good CUSTOMER SERVICE Unchanged
IAA ANSP Customer Care Report 2019 PAGE 37Customer Scores by Category
OVERALL CUSTOMER
SATISFACTION 90%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY Very SAFETY improved
VALUE FOR MONEY excellent VALUE FOR MONEY improved
SERVICE DELIVERY good SERVICE DELIVERY unchanged
INNOVATION excellent INNOVATION improved
CUSTOMER SERVICE excellent CUSTOMER SERVICE improved
OVERALL CUSTOMER
SATISFACTION 93%
2019 CUSTOMER CARE CHANGES FROM
SURVEY RESULTS 2018
SAFETY VERY Good SAFETY IMPROVED
VALUE FOR MONEY VERY Good VALUE FOR MONEY IMPROVED
SERVICE DELIVERY Excellent SERVICE DELIVERY IMPROVED
INNOVATION ADEQUATE INNOVATION Excellent
CUSTOMER SERVICE Excellent CUSTOMER SERVICE Unchanged
PAGE 38 IAA ANSP Customer Care Report 2019You can also read
