.:BHS - Helicopteros:.
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With an Eye to Customers: Research on Passenger Satisfaction
Since August 2002, BHS has been carrying out studies, bi-monthly, on passenger satisfaction in offshore flights (per sample), in order to monitor the quality of services rendered by the company from a number of aspects, and to cater to the item 'Customer Satisfaction' in the company Quality Manual. Furthermore, the study allows problems to be identified and solved before they jeopardize performance where the contracting party is concerned and demonstrates transparency on the part of the company as regards passengers who, obviously, expect good service. The form for the study consists of multiple-choice questions (an indicator of performance of the Commercial Department) by a comparison with other companies, with space for comments and suggestions. The form can be handed to passengers by the co-pilot or the stewardess, or is available at the check-in counter for BHS users. Every two months, the forms, duly filled out, are sent by the Flight Forwarder to the Commercial Department in São Paulo where results are tabulated and comments or suggestions made in answer to the passengers and then forwarded to the appropriate sectors. Although multiple-choice questions normally exceed the performance indicator - 85% of answers range from very good to excellent - and are therefore acceptable, BHS devotes attention mainly to criticism and suggestions, because they are a great opportunity for preventive action and subsequent improvement. One example of improvement originating from comments in these studies, is the use of a voice amplifier during safety briefings at the door of the aircraft (on a 'handy-phone'), rain-proof covers and safety nets for the luggage carts, 'Handle with Care' labels for luggage, briefing in a closed room, among others. All of these features contribute to differentiate BHS from competitors. Proof of this is the question on how passengers view BHS in relation to other operators, with results in the last two months showing that 54.14% of those queried rank BHS as better than the others, 43.1% believe the company rates the same, and only 2.76% say the company ranks below others. These data are very significant and imply an important acknowledgement of team effort that must be made known. We include a small sample of the compliments paid by the passengers to the BHS team in the March/April 2005 assessments: 'Our congratulations to BHS - the company with the best focus on customers. A satisfied customer is a strong company.' - Super Puma PP-MZM passenger. 'I have been traveling on the Super Puma for only a short while; however, up to now, satisfaction rates high - first and foremost, where the air hostesses are concerned. They are to be congratulated. It is easy to see how fond they are of what they do' - Super Puma PP-MTM passenger. 'BHS is one of the best, or rather, the best - in services, in fact in every way. You are to be congratulated.' - Super Puma PP-MUM passenger. 'I hope BHS will carry on just as it is - good at what it does' - Super Puma PP-MUM passenger. 'Choosing to brief passengers while still at the airport is excellent, because the noise level at the door of the aircraft would be a hindrance. BHS made an excellent choice.' - S-76 C\+, PR-SEF passenger. 'Personnel... polite, helpful. Briefing was adequate. Helicopter seems to be in good condition.' S-76 A, PT-YQM passenger. 'An excellent aircraft. A safety jacket could be opened and shown during the briefing. Congratulations! I have answered two questionnaires and only for BHS. This shows commitment to the customers.' - Super Puma PP-MTM passenger. 'I feel very safe flying BHS, because of maintenance on a daily basis that the company carries out on the equipment. I should like to congratulate Marcilene on her charm where passengers are concerned.' - Super Puma PP-MZM passenger. Carlos Eduardo Malagrino - Corporate Communication Manager

Criado em 05/07/2005.
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