At the end of 2002, Naviair conducted benchmarking studies to identify the areas in which Naviair can improve the service provision and to obtain user opinions and suggestions in order to incorporate any such improvements.
Bøje Larsen PLC, the consulting company, conducted the survey – commissioned by Naviair – among the five groups mentioned below:

• Airline companies
• Pilots
• CPH Copenhagen Airports Kastrup
• Other Danish airports
• Maintenance service clientele

The survey covered partly some general questions put to all groups of customers, partly a number of specific questions geared to the services Naviair renders to each of the groups.
As far as the airlines, the pilots, and the maintenance service clientele were concerned, the results achieved by means of the survey revealed a very positive attitude. As regards the specific questions, the level of contentment ranged at 100%, 95.2%, and 100% among these groups.
Among the surveyed group consisting of the Danish airports, the results also revealed a positive attitude. Still, it was not as clearly and fully expressed as was seen from the replies given by the rest of the groups.
 
Naviair, though, is very pleased to see that all contributors to the survey – and in particular the pilots – commented on ways in which the business areas of Naviair’s service provision can be improved.
 
As a result of this customer satisfaction survey, we have worked out a course of action for improving advantageously our services guided by the opinions we have got from our customers. The airlines, the pilots, the airports and the maintenance service clientele have been informed of this course of action, which is to be implemented during 2003.
 
/ Corporate Development, 7 April 2003