EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011
Customer Satisfaction Report for the year 2011 Directorate Network Management
Executive Summary This is the 13th report that the Institute devotes to the assessment of the satisfaction of its customers. The satisfaction of the students and training sponsors with our Training Products in 2011 remained high.
Table of Content Introduction ....................................................................................................................................................................................................... 2 The Institute in 2011 ....................................................................................................................................................................................... 4 ATM Training ..................................................................................................................................................................................................... 6 E-Learning.........................................................................................................................................................................................................10 Partnerships .....................................................................................................................................................................................................11 Stakeholder Feedback..................................................................................................................................................................................12 Customer Visits ...............................................................................................................................................................................................12 Compliments and Complaints...................................................................................................................................................................12 Conclusion........................................................................................................................................................................................................13
Compliments and Complaints The EUROCONTROL Institute of Air Navigation Services aims to provide the services that you want and to make your stay in the Institute as enjoyable as possible. All Institute personnel are there to ensure that your stay at the Institute is successful. However, if you do have a complaint or a compliment please tell us. If you are not satisfied with the service we provide or you would like to propose an improvement then please fill out the form at http://www.eurocontrol.int/ians/complaint.html, or contact
[email protected] directly.
Copyright Notice No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise. Any other use is subject to prior written consent by EUROCONTROL. Request shall be addressed to: Head of the Institute of Air Navigation Services, 12, rue Antoine de Saint-Exupéry, L-1432 Kirchberg/Luxembourg.
© 2012 The European Organisation for the Safety of Air Navigation (EUROCONTROL) – All rights reserved
INTRODUCTION What is the Institute? EUROCONTROL is the "Organisation for the Safety of Air Navigation in Europe". EUROCONTROL is an intergovernmental organisation with its headquarters in Brussels.
and consistency of message since training material is developed once but is used many times over. Each year about 7000 people take part in trainings and tests (classroom, workshops, e-learning) provided by the Institute. The FEAST controller selection test was integrated into the Institute early 2011. This report will where appropriate present figures related to FEAST. As of next year, the figures related to FEAST will be fully embedded in the report.
Measuring Customer Satisfaction Competent and enthusiastic instructors, good facilities and nice mix of theory and practise. The audience was very mixed. (Anonymous quote from the Training Impact Questionnaire)
The EUROCONTROL Institute of Air Navigation Services, located in Luxembourg, is part of the EUROCONTROL Directorate Network Management. It will support its pan-European deployment activities and service provision support functions. We will continue to work on supporting the implementation of the Single European Sky and to contribute with our training expertise to the SESAR programme. A significant element for the improvement of ATM in Europe is ensuring that the ATM Community is aware of, and understands how to implement and use the ATM improvements and regulations. Training and awareness is a key element in changing the culture within ATM organisations to embrace societal expectations. In this context the Institute, is able to draw on its experience, both in traditional training and in other forms of knowledge transfer, such as elearning, train-the-trainer initiatives, the development of common training material and the establishment of harmonised training objectives or tools. In doing so, the Institute expedites the deployment of ATM improvements and regulations in Europe required by SESAR, Network development/management and the Single European Sky Implementation. Stakeholders (mainly civil and military ANSPs, NSAs, Regulators, ICAO, EASA and the EC) view the Institute as a trustworthy Centre of Excellence in the field of ATM Training. It provides unparalleled, integrated expertise in pan-European ATM training development, delivery and standardisation. With its unique civilmilitary audience and through its impartiality, it is highly proficient and reliable in facilitating training programmes and reconciling stakeholders training needs. Stakeholders confirm that the Institute is their role model for ATM Training innovation. Using a single platform through which such training and awareness is delivered ensures economies of scale
2
This is the 13th report that the Institute devotes to the assessment of the satisfaction of its customers. The study on which this report is based has been conducted in the framework of the quality improvement programme implemented at the Institute since end of 1996. Measuring customer satisfaction on a regular basis is one of the key elements of the quality management system implemented by the Institute since 1997. Our objective is to understand exactly how our customers perceive the Institute and, based on their level of satisfaction, to improve our services and products. This report proposes a summary and an analysis of the data collected in 2011.
The segments assessed in 2011 The Institute applies a policy to measure the satisfaction of its customers with all its products and services. These include: •
The ATM course participants
•
The E-Learning Students
•
Training Sponsors
•
Consultancy Bodies
The Assessment Tools The assessment is based on a set of assessment tools and measurement methods. Evaluation Forms To measure the satisfaction of its customers with the products and services the Institute uses the following evaluation forms: •
A Student Evaluation Form filled in by the students at the end of a course.
•
A Training Impact Questionnaire submitted to students three months after their participation.
•
An E-Learning Evaluation Form filled in by a student upon completion of an E-Learning Module.
•
A generic Stakeholder Feedback Form filled in by various stakeholders. The form is available at http://www.eurocontrol.int/ians/feedback.html.
Customer Visits The Institute visits a sample of its customers on a yearly basis. The customer visits serve as a main source of feedback on existing products and a source of information for improvements and new products. The
customer visits include visits to Air Navigation Service Providers and civil and military State Authorities. Complaint Procedure and Complaint Form The Institute uses an anonymous form, available on its web-site for the collection of complaints and compliments related to its products, services and staff. A reference to the complaint procedure and associated form is made in all products and services. The complaint form is available at http://www.eurocontrol.int/ians/complaint.html. Social Media The Institute established a presence in the social media since 2010. In 2011, those channels were used to communicate with students and other stakeholders. The following social media are used: •
LinkedIN: The group “Alumni and Friends of the Eurocontrol Institute of Air Navigation Services” has more than 650 members. (http://www.linkedin.com/groups?gid=2240473)
•
Facebook: The Facebook Page “Eurocontrol Institute of Air Navigation Services” is in use since early 2012 and has currently 60 ‘fans’. (https://www.facebook.com/EUROCONTROL.IANS)
We will continue to use social media to solicit feedback on our training products.
EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011
3
THE INSTITUTE IN 2011 In 2011 the Institute continued to manage its training capacity with a view to maximising the value created for Stakeholders. This report will present both the training capacity that has been made available and the satisfaction of the stakeholders with the products that we have delivered.
Number of ATM students
Students trained by partners In 2011 the number of students trained by partners continued to increase to 4526. These figures contain around 1500 controllers tested using the ELPAC language test developed by the Institute and 508 students trained using the Radar Skills Trainer.
The number of course participants in courses organised by the Institute in 2011 was 3361.
5000 4500
The figures exclude the students trained for the ELPAC (67) and FEAST (240) tests and by the CFMU, namely 103.
4000 3500 3000 2500 2000
5000
1500
4500
1000
4000
500 0
3500 3000
Students by Partners
2500
2004
2005
2006
2007
2008
2009
2010
2011
60
319
408
1898
3237
3484
4157
4526
2000 1500
Figure 3 Students Trained By Partners
1000
Figure 1 Number of ATM Students
The development and maintenance of the FEAST test (controller selection) is integrated in the Training Institute since the beginning of 2011. The chart above does not yet include this data. The number of FEAST test takers in 2011 was 5266.
The NSA Training Initiative
E-Learning
In 2011, twenty-six students successfully completed the NSA Training Initiative.
In 2009, the EUROCONTROL Institute introduced a new on-line Learning Management System. In 2011, 2622 students completed at least one on-line training package.
500 0 ATM Students
2004
2005
2006
2007
2008
2009
2010
2011
3047
3470
3660
3785
4449
3777
3449
3361
The NSA Training Initiative is a dedicated training programme designed to support States’ obligation to ’ensure specific training for those involved in safety oversight activities within their structure’ (Article 11(3)(b) Commission Regulation (EC) 1315/2007). To accomplish the programme students must successfully complete 3 mandatory and three optional courses. In 2011, 15 students completed the programme. This number is expected to grow in 2012. 400
The new Learning Management System greatly improved the way in which on-line training is delivered. 2009
2010
2011
Completed Packages
4483
5188
5289
Students that completed a package
2079
2430
2622
Time studied
13000 hours
14485
13420
hours
hours
95.996
108.128
108.140
350 300
Visits to Training Zone
250 200
Figure 4 E-Learning students
150 100 50 0 Students Completed
2009
2010
2011
125
340
333
0
8
15
Figure 2 NSA Training Initiative 4
Summary In 2011, the total number of people that was trained by the Institute, or using a training product of the Institute was 10782 or 16048 (including FEAST). The number of students in the classroom decreased whilst the number of students studying on-line or trained under a license increased. In this report, for the first time, we include data related to the FEAST test. It is expected that in 2012, the number of classroom and e-learning students will remain stable. The number of workshop participants will grow.
2009
2010
2011
Classroom students
3777
3449
3361
E-Learning
2079
2430
2622
ELPAC Tests
1921
2075
1500
FEAST Tests
3395
7392
5266
Radar Skills trainer students
365
569
508
Other licenses
1198
1513
2518
Workshop participants
430
471
273
Total Excluding FEAST
9770
10507
10782
Total Including FEAST
13165
17899
16048
Figure 5 Total number of students
EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011
5
ATM TRAINING How we measure satisfaction The satisfaction of students with the ATM training products is measured through the use of a Course Evaluation Form and followed up three months later through an electronic training impact questionnaire. At the end of each (classroom) course, students are presented with an evaluation form containing a number of criteria to be assessed. Each criterion can be given a result between 1 and 5 meaning strongly agree (1), slightly above agree (2), agree (3), slightly disagree (4), strongly disagree (5). The criteria are grouped in five main categories:
would mark 2 then the result would be 75. When students would mark, on average, between 1 and 2 then the result would be around 85.
Measuring Satisfaction Marks from Students
2
1
Result
3
4
5
100
75
50
25
0
All 1
All 2
All 3
All 4
All 5
•
Training Content
•
Instructional Team
•
Documentation
Figure 7 How we measure satisfaction
•
Pre Course Information
•
Support
We aim to be a Centre of Excellence in ATM Training. For us this means we aim to achieve results on any criterion between 75 and 100.
The first three categories are directly related to the course. The last two categories are directly related to the supporting environment and organisation.
©Copyright 2003 EUROCONTROL
Satisfaction with the courses The results presented below are extracted from the automated student satisfaction evaluation system. Results can be presented per category, per training domain and per criterion. We have selected the most significant results to be included in this report. Size of the Sample This graph shows the number of evaluation forms received and processed by the Institute. The figure is higher than the reported number of ATM students as the CFMU, ELPAC and FEAST are using the same evaluation system. 4500 4000 3500 3000 2500 2000 1500 1000 500 0 Number of Forms
1937 1915 2624 3090 3410 3640 4057 3421 3298 3569
Figure 6 Student Evaluation Form
Figure 8 Number of Evaluation Forms
From Forms to Results
Satisfaction
We map the marks of the students on a scale from 0 (all students mark strongly disagree) to +100 (all students mark strongly agree). When all students 6
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
This chart shows the satisfaction of the students with the ATM courses. The result is obtained by averaging the results obtained on every criterion in the categories Training Content, Instructional Team and Documentation.
1
The result of 86 indicates that, on average, students mark criteria between Strongly Agree and Slightly above Agree.
‘Best’ Results
The result of 86 for 2009 compared to 90 in 2007 does NOT denote a decrease in satisfaction. It is a result of the introduction of a new measurement scale in 2008. It is the target of the Institute to keep the satisfaction of the students at the same level whilst reducing the resources employed to deliver the training.
This informal feedback is confirmed by the course evaluation results.
Customers often praise the Institute for its staff and excellent infrastructure.
The knowledge of the instructors is highly valued together with our approach to prepare courses and the way we receive students in our excellent facilities. The data is consistent with the data obtained in 2008, 2009 and 2010.
100 90
100
80
90 80
70
70 60
60
50 40
50
30 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
Previous Measurement System
83 84.5 86 87.5 89
20 10
90
0 85
New Measurement System
86
86
86
Figure 9 ATM Course Results EUROCONTROL made significant cost savings in 2010 and 2011. These savings had an impact on how we prepare and delivery courses. Those savings did not have a negative impact on the satisfaction of the students. Segmented View The training has turned out to be very useful for my job. That was the training I really needed to take. The Instructor was very competent, so the knowledge that he passed was easily absorbed. (Anonymous quote from the Training Impact Questionnaire)
This chart presents the results per measurement Category. These are Training Content, Instructional Team and Documentation. The data is consistent with the results obtained in 2008, 2009 and 2010.
The Preparation of The Knowledge of the course the Instructor
The Reception Team
The Classroom Facilities
2008
92
95
93
92
2009
93
96
94
93
2010
92
96
95
93
2011
92
96
95
93
Figure 11 Criteria with ‘Best’ Results Areas for Attention All areas of attention are outside the core course development and delivery process. The Institute continuously looks for opportunities to improve. This chart shows criteria where our target of 75% was difficult to meet over the years. In 2011 we used a new learning management system to provide pre-course information and used on-site courses for organisations where travel restrictions did not enable them to travel to Luxembourg. The results for the canteen were benchmarked with other institutions and found to be in line with results of other canteens. 100
100 95
50
90 85 80
0
75 70 65 60 55 50
Content
Inst ruct or
Documentat ion
2008
86
93
84
2009
88
94
84
2010
87
94
84
2011
87
94
84
Figure 10 ATM Course Results: per Category
The Canteen provides a Received adequate Pregood service Course Information
Valuable to have this Course On-Site rather
2008
72
54
65
2009
78
71
82
2010
74
75
62
2011
73
72
71
Figure 12 Criteria that are an area for attention Focus on New Courses When the Institute develops new courses it is important that these meet the expectations of the students right from the outset. This chart compares
EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011
7
This average is higher for pre-course information, the canteen and the organisation of on-site courses.
the satisfaction of the students with courses introduced or first delivered on a larger scale in 2011. Three new safety courses and one general course related to the Single European Sky were introduced. The satisfaction of the students with those new courses was at least as good as the overall average. 95
90
90
91 87
86
A significant number of students of on-site courses disagree with the statement that it is valuable to have the course on-site rather than in Luxembourg (or away from the office). Only 1.1% of the students partly or fully disagrees with the statement that they ‘would recommend a course to a colleague’.
86
2008
2009
2010
2011
Pre-course Info on Internet is useful
1,5%
1,9%
1,8%
1,0%
Pre-course Info in Brochure is useful.
1,2%
1,2%
1,4%
0,9%
The Confirmation Letter sent to me was useful.
2,1%
2,5%
3,1%
2,2%
Canteen provides a good service
2,7%
0,9%
1,5%
2,5%
Pre-Course Info On-Site
11%
3,8%
4,2%
4,1%
Valuable to have this Course OnSite rather than in Luxembourg
6,4%
2,2%
16%
7,4%
85 80 75 70 65 60 55 50
GEN-SES
SAF-INV
SAF-SAS
SAFSAMP
All Courses
Figure 13 Satisfaction with new courses Measuring Loyalty In 2011, 99% of the students agreed with the statement that they would recommend the course that they attended to a colleague. The Training Impact Questionnaire sent to students three months after their participation shows that 87% of the students have effectively recommended the course to a colleague. 100%
Figure 15 Measuring dissatisfaction
Training Impact Questionnaire The course provided me with sufficient knowledge to understand to processes involved in a safety management system..
80% 60%
(Anonymous quote from the Training Impact Questionnaire)
40%
The approach
20% 0%
Yes
No
Blank
2008
99%
1%
0
2009
99%
1%
0
2010
99%
1%
0
2011
99%
1%
0
Figure 14 Would recommend the course Measuring dissatisfaction We measure ‘dissatisfaction’ as the number of times students have ‘strongly disagreed’ with one of the positive statements on the evaluation form. On average, for the categories course content, instructor and course documentation, only 3 out of 1000 questions receive a ‘strongly disagree’ response (compared to 3 in 2010, 2 in 2009 and 4 in 2008).
8
In 2009, the Institute further enhanced the collection of feedback through the introduction of a Training Impact Questionnaire. The Training Impact Questionnaire is sent to students three months after they have followed a course from the Institute. The objective is to measure how the skills and knowledge learned during the course have been integrated in the student’s job. The survey started in 2009. At the end of 2009, 735 people had completed the questionnaire. In 2010, 1161 students completed the questionnaire and in 2011, 944 completed the questionnaire. For the first time this customer satisfaction report contains trend data for the collected information. The results Three months after the end of the course, 98% of the students participating in the survey indicate to be satisfied with the training they received. 94% of
the students indicate that they have used the knowledge in their job.
the domains. The data below are the results for 2011. 102% 100% 98% 96% 94% 92% 90% 88% 86% 84% 82% 80%
100% 90% 80% 70% 60% 50% 40% 30%
ATS COM DPS ENV GEN HUM NAV NSA SAF SUR EP
AIM APT ASM
20% I have used the knowledge/competence in my job.
10% 0% Satisfied
2009
2010
2011
99%
99%
98%
90% 90% 96% 88% 95% 100% 91% 94% 92% 96% 97% 93% 91%
Figure 19 Used knowledge in job - Segmentation Figure 16 Satisfied with course after three months Compared to the previous years there are slightly more students ‘fully disagreeing’ with the positive statement in the questionnaire (around 4 out of 1000, where in 2010 and 2009 nobody fully disagreed with the same questions). It is too early to draw conclusions. The report for the year 2012 will have to assess if this is an identified trend. The figure below presents the data per ‘domain’.
87% of the respondents indicate that they have recommended the course to a colleague (compared to 99% that indicated at the end of the course they would do so). Recommended
100% 80% 60% 40%
102%
20%
100% 98%
0%
96%
Recommended
2009
2010
2011
87%
89%
87%
94% 92%
Figure 20 Recommended the course
90%
The same figures can be presented per ‘domain’ to make an assessment of the recommendations per domain. The data below are the results for 2011.
88% 86% AIM APT ASM I am satisfied with the training that I received.
ATS COM DPS ENV GEN HUM NAV NSA SAF SUR EP
100% 92% 100% 100% 99% 100% 91% 96% 99% 100% 97% 99% 99%
120%
Figure 17 Satisfied with course after three months - Segmentation
100% 80% 60%
94% of the respondents indicate they have used the knowledge in their job.
40% 20%
100%
0% AIM APT ASM
90% I have recommended the course to a colleague.
80%
ATS COM DPS ENV GEN HUM NAV NSA SAF SUR EP
77% 92% 92% 44% 86% 100% 100% 80% 88% 93% 83% 88% 88%
70% 60%
Figure 21 Recommended the course Segmentation
50% 40% 30% 20% 10% 0% Used competence
2009
2010
2011
94%
93%
94%
Figure 18 Used knowledge in job The same figures can be presented per ‘domain’ to make an assessment of the professional relevance of
EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011
9
E-LEARNING How we measure satisfaction
•
I will recommend the course to a colleague. 100%
96% 96%
97% 97%
96%
97% 97% 93% 92%
92%
Very well explained and great graphics a good instrument to gain some extra knowledge in a short time (Anonymous quote from the Training Impact Questionnaire)
90% 80% 70% 60% 2010
The Institute reviewed the satisfaction measurement for e-learning in 2010. The new measurement system started on 31 May 2010. At the end of 2010, 855 students had filled in an on-line evaluation questionnaire. In 2011, 1309 on-line evaluation questionnaires were filled in. Some evaluation questions are now shared between the system for classroom courses and e-learning courses. This will enable the Institute to compare the results of the two training products.
50% 2011 40% 30% 20% 10% 0% Satisfied
Gained knowledge
Used knowledge
Met objectives
Will recommend
Figure 23 Satisfaction with E-Learning Modules The results are consistent with the data that we collected in 2010. They meet our target to keep student satisfaction at the current high levels.
Use of the Training Zone http://trainingzone.eurocontrol.int/ At the beginning of 2012, more than 35 organisations used EUROCONTROL’s digital learning environment, the Training Zone.
Figure 22 The Training Zone
Organisations use the Training Zone to compose online courses from existing and new training material. They can register and monitor their own students. Those organisations have informally expressed their satisfaction with the service. The Institute should introduce a more formal measurement system.
Satisfaction with E-Learning 40
In 2011, 96% of the students say they are satisfied with the e-learning modules they studied. 96% of the students state they will use the knowledge they gained in their jobs. The chart below shows the percentage of students that at least agreed (out of strongly agree, slightly above agree and agree) with the following statements:
10
•
I am satisfied with the training that I received
•
I have gained knowledge/competence from the training
•
I have used the knowledge/competence in my job
•
The training met the objectives stated at its beginning.
35 30 25 20 15 10 5 0
Active Training Zone contracts
2009
2010
2011
14
21
35
Figure 24 Users of the Training Zone
PARTNERSHIPS Our approach “The relationship between the Institute and the other ATM training establishments within the ECAC should be characterised by partnership not competition” (The Institutes Partnership Policy)
This includes around 1500 controllers tested using ELPAC, 508 students trained using the Radar Skills Trainer and 2518 students trained using EUROCONTROL’s training material. 5000 4500 4000
The Institute employs three types of partnerships:
3500
•
3000
•
•
Hosting of third party courses at the Institute. A partnering organisation delivers one of its courses at the Institute.
2500 2000 1500 1000
License Agreements: The Institute enables the partner to deliver courses using EUROCONTROL’S courseware under a license. Clearing House: The Institute publishes information for the benefit of its stakeholders about business opportunities that it can not meet.
The results of each of these types of partnerships will be presented below.
Third party courses at the Institute The number of participants in third party courses slightly increased. In 2011, three third party courses were delivered at the Institute, namely the CISM course delivered by the DFS, a safety course delivered by JAA-TO and an aviation law course delivered by IATA. The number of participants for those courses remains too small.
500 0
2004
2005
2006
2007
2008
2009
2010
2011
60
319
408
1898
3237
3484
4157
4526
Students by Partners
Figure 26 Students trained under a license The development and maintenance of the FEAST test (controller selection) is integrated in the Training Institute since the beginning of 2011. The chart above does not yet include this data. The number of FEAST test takers in 2011 was 5266.
The Clearing House The Clearing House is a business opportunities exchange forum. The number of business opportunities published for the benefit or our stakeholders dropped to two entries in 2011.
100
25
80 60
20
40
15 20
10
0
200 200 200 200 200 201 201 Number of Participants
26
57
64
95
49
20
26
5
0
2005 2006 2007 2008 2009 2010 2011
Figure 25 Third Party Courses at the Institute
License Agreements The Institute provides courseware and tools to stakeholders for use in their own courses. A total of 270 licenses were active in 2011 (compared to 210 in 2010 and 129 in 2009). More than 4500 students were trained or tested by partners under a license.
Opportunities
0
6
21
9
5
6
2
Figure 27 Opportunities on the Clearing House The stakeholders reconfirmed the need for an exchange platform at the first ATT meeting in November 2011. There is a discrepancy between the firmly expressed need for this service and the usage of the service.
EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011
11
STAKEHOLDER FEEDBACK Advisory Group for ATM Training In 2011, the Stakeholder Feedback Form was distributed to the meeting participants at the end of the ATM Training Team (ATT) meeting. The majority of the feedback indicates that the overall perception of
the Institute lies between Good and Excellent (on a scale unsatisfactory – satisfactory – good –excellent) and that the meeting participants recognise the Institute as a Centre of Excellence for ATM Training. Concerns were raised in relation to the timeliness of the production of the working papers for the meeting.
CUSTOMER VISITS The Customer Visits are a process in which the Institute meets stakeholders in member states on a bi-lateral basis. It is a mechanism to collect qualitative feedback from various stakeholders. The countries visited in 2011 are: Albania, Finland, Ireland, Lithuania, Norway, Portugal and Serbia. During the meeting of the Training Consultation Group in September 2005 it was agreed that the Institute would include in its Customer Satisfaction Report information gathered during the Customer Visits. In 2011, stakeholders have in general expressed a high degree of satisfaction with the Institute, its course portfolio, its instructors and the customer friendly and efficient service support staff.
The following points have been raised during the majority of the visits: •
E-learning products are highly appreciated and welcome by many customers.
•
For "small" ANSPs the course programme is essential to meet their regulatory and performance requirements and to meet with participants from other countries.
•
Customers are very much interested to receive standardised and harmonised training products (course material, tests and guidelines) from the Institute. Evidence can be obtained from the success of the licence agreements.
COMPLIMENTS AND COMPLAINTS Make it easy for customers to complain and they will make it easy for the Organisation to Improve (The Institute's complaint management process)
In 2011, the Institute received various compliments. Worth mentioning is the very positive feedback on the Airport CDM e-learning module that was published in 2011. Every training note distributed to students and the OnLine Training Zone contains a clearly visible reference to the Institute’s complaint procedure. The procedure enables stakeholders to submit complaints in an anonymous way or an identified complaint through email. The text is as follows:
12
The EUROCONTROL Institute of Air Navigation Services aims to provide the services that you want and to make your stay in the Institute as enjoyable as possible. All Institute personnel are there to ensure that your stay at the Institute is successful. However, if you do have a complaint (or a compliment) please tell us. If you are not satisfied with the service we provide or you would like to propose an improvement then please fill out the form at http://www.eurocontrol.int/ians/complaint.html, contact
[email protected]} directly.
or
The Institute did not receive formal complaints in 2011.
CONCLUSION The Institute aims to be recognised by its stakeholders a Centre of Excellence in ATM Training. We continuously improve our products and processes. We measure the satisfaction of our customers with the products that we provide.
The number of students in 2011 reflects the economic realities. The number of students for classroom students stabilised around 3300. The number of e-learning students increased slightly whilst the number of students trained under a license significantly increased.
The Institute is now part of the Network Management Directorate of the EUROCONTROL Agency. This assures a strong strategic alignment of the Training Courses.
In 2010, the Institute enhanced the collection of feedback through the introduction of a new Training Evaluation Questionnaire for on e-learning. In 2011 we are now able to present trend data for the first time. The results of the Training Impact Survey, three months after the students completed their training, indicate that more than 98% of the respondents are satisfied with the training they received and 95% have used the knowledge obtained during the courses on their job.
This document presents the results of the satisfaction measurement in 2011. The satisfaction of the students and training sponsors with our Training Products remains high.
End of Document.
EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011
13
