Turbine: 1 Leonardo, 2 Bell, 3 Airbus, 4 Sikorsky. Piston: 1 Robinson
Leonardo is #1 in aftersale product support for 5 consecutive years. Robinson is #1 in piston for 20 years in a row. Results based on a 17% return with 420 line evaluations.
Pro Pilot staff Report
Compiled by Conklin & de Decker
Turbine
Leonardo takes the crown in the turbine helicopter category for the 5th consecutive year in the Pro Pilot Helicopter Product Support Survey. It obtains an overall score of 8.53 this year, up from 8.49 last year. It earns 1st place in all categories, the best improvement being in cost of parts, with a score of 7.69 – an increase of 0.25 over last year’s 7.44.
Leonardo’s Customer Support and Services team works together with Product Support Engineering (PSE) in order to provide a full range of engineering services to civil and military operators. Its support and training services are offered 24/7 for in-service fleets through a worldwide network.
Bell remains 2nd for 5 years in a row, with an overall score of 7.99 this year compared to 7.91 last year. Bell took 2nd place in all categories except in tech reps. Best category advance is in tech manuals, with a score of 8.53 this year, up from 8.20 received in 2022. This is an improvement of 0.33.
Bell’s Customer Service and Product Support Teams work around the globe 24/7 to provide everything from technical information to sales and aircraft maintenance. These teams are able to supply commercial product support through Bell’s Product Support Engineering team, as well as by means of Customer Advantage Plans that keep direct maintenance costs low, giving operators cost predictability and transparency.
Airbus moves up a spot to place 3rd in this year’s survey. Overall score is 7.55 this year, up from 7.36 received last year – a 0.19 improvement. It placed 3rd in company response time, spares availability, speed in AOG service, and service satisfaction. Biggest improvement made was in the company response time category, with a score of 8.16, up from 7.66 – a 0.50 increase.
Airbus HCare is available to support operators 24/7 worldwide. It delivers several levels of technical support and resources to ensure suitable response to inquiries. Airbus HCare covers technical assistance, 24/7 technical expertise, technical data, continuing airworthiness management (CAM) services, and FlyScan services that help to maximize customers’ operational efficiency, increasing both fleet availability and flight safety, and reducing the maintenance load.
Sikorsky rounds out the survey, placing 4th this year, with an overall score of 7.49. This OEM placed 2nd in tech reps, and 3rd in the cost of spares and tech manuals categories. Biggest growth was in the tech reps category, with an 8.80 score this year, compared to 8.45 last year – a 0.35 improvement.
The company’s Customer Care Center is in Trumbull CT, where a team of experts is available 24/7 to work on urgent customer needs. HUMS experts have access to individual aircraft data to reduce costs and improve aircraft reliability and availability.
Piston
Robinson has placed 1st in the piston helicopter category for 20 consecutive years. Overall score earned is 8.30, compared to 8.07 in 2022. Greatest category improvement is in tech manuals, with a score of 9.08, up from last year’s 8.17 – an increase of 0.91. This is the best score improvement in the entire survey.
Robinson’s Technical Support and Customer Service is available to resolve any questions or issues operators might have. The company places high importance on research and development, and works constantly on improvements and new technology. Robinson manufactures, assembles, inspects, and flight tests all of its helicopters at its Torrance CA factory.
For a full view of the 2023 Helicopter Product Support Survey… click here