Satisfaction Study: Doing Even Better

Your response to the recent Owner Satisfaction Study was exceptional. Thank you! Of the 149 surveys we placed on flights longer than one hour, 57 came back completed. (We had placed surveys on flights greater than 1 hour, taking care not to present a share owner with the survey twice while managing towards a robust sample size.)

94% of you gave the PlaneSense program the highest possible satisfaction rating – that is exciting feedback and wonderful encouragement for our teams. Your input specifically points to our operational safety, friendly pilots, flexible schedulers, well-maintained planes and the cost effectiveness of the program as the key drivers of your satisfaction. An additional bit of news is that new share owners who recently joined the program seem to reflect a similar sentiment.

While the study is great validation of our service to you, which was also reflected in “professional,” “friendly,” “efficient,” “practical” and “cost-effective” as the top five word associations, we are paying close attention to things we could do better. For instance, we asked whether being able to “digitally manage your affairs and stay connected while flying” would improve the value of the program (e.g. should we invest in WiFi?) and learned that it would likely only make a difference for roughly half of you. Another example is that, although two-thirds of research participants gave the PC-12 the highest possible satisfaction rating for Performance and Versatility, there is continued interest in supplemental aircraft options. And, not surprisingly, the importance of being vigilant about the value of the program to you, and seeking out ideas to make it even stronger, came through as well. We hope to have an update on this last point for you in the coming months.

Thank you again to everyone who was able to participate in the research. If you did not have the opportunity to share your perspectives, we are always interested in hearing from you.

Compared to all the other fractional programs I have participated in or looked at, PlaneSense is hands down the most efficient, even when adjusting for speed.
D. Oberkircher, Share Owner since March of 2011

Before joining PlaneSense, my research proved to me that no other aircraft fits my needs as perfectly as the PC-12, and after speaking with you all for two years, I was pretty sure that you would be a great partner. Now that I’m in the program, I can only say that you all have consistently exceeded my expectations.
E. Brinsfield, Share Owner since October 2011

Took first trip! Awesome! 3 hour tough drive from Florida Key to Fort Lauderdale reduced to a relaxing ½ hour. Your crew are very professional and gracious. I’m loving this deal – wish I had done it sooner.
B. Guerin, Share Owner since July 2011


Note: This article is displaying as it appeared in Volume 06 of our PlaneSense: Informational Quarterly newsletter.

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