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EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011
Customer Satisfaction Report for the year 2011
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
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.
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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.
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 e-learning, 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 civil-military 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
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)
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
EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011 3
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.
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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
The number of course participants in courses organised by the Institute in 2011 was 3361.
The figures exclude the students trained for the ELPAC (67) and FEAST (240) tests and by the CFMU, namely 103.
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4500
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ATM Students 3047 3470 3660 3785 4449 3777 3449 3361
2004 2005 2006 2007 2008 2009 2010 2011
Figure 1 Number of ATM Students
The NSA Training Initiative
In 2011, twenty-six students successfully completed the NSA Training Initiative.
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.
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150
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350
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Students 125 340 333
Completed 0 8 15
2009 2010 2011
Figure 2 NSA Training Initiative
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.
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Students by Partners 60 319 408 1898 3237 3484 4157 4526
2004 2005 2006 2007 2008 2009 2010 2011
Figure 3 Students Trained By Partners 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.
E-Learning
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.
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
hours
13420
hours
Visits to Training Zone 95.996 108.128 108.140
Figure 4 E-Learning students
EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011 5
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
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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:
• Training Content
• Instructional Team
• Documentation
• Pre Course Information
• Support
The first three categories are directly related to the course. The last two categories are directly related to the supporting environment and organisation.
Figure 6 Student Evaluation Form
From Forms to Results
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
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.
1©Copyright 2003 EUROCONTROL
Measuring SatisfactionMeasuring Satisfaction
Marks from Students
1 2 3 4
ResultResult
All 3All 3All 2All 2All 1All 17575 5050 2525100100
All 4All 4
5
00
All 5All 5
Figure 7 How we measure satisfaction 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.
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.
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Number of Forms 1937 1915 2624 3090 3410 3640 4057 3421 3298 3569
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
Figure 8 Number of Evaluation Forms
Satisfaction 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.
EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011 7
The result of 86 indicates that, on average, students mark criteria between Strongly Agree and Slightly above Agree.
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.
50
60
70
80
90
100
PreviousMeasurementSystem
83 84.5 86 87.5 89 90
New MeasurementSystem
85 86 86 86
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
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.
50556065707580859095
100
2008 86 93 84
2009 88 94 84
2010 87 94 84
2011 87 94 84
Content Instructor Documentat ion
Figure 10 ATM Course Results: per Category
‘Best’ Results Customers often praise the Institute for its staff and excellent infrastructure.
This informal feedback is confirmed by the course evaluation results.
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.
0102030405060708090
100
2008 92 95 93 92
2009 93 96 94 93
2010 92 96 95 93
2011 92 96 95 93
The Preparation of the course
The Knowledge of the Instructor
The Reception Team
The Classroom Facilities
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.
0
50
100
2008 72 54 65
2009 78 71 82
2010 74 75 62
2011 73 72 71
The Canteen provides a good service
Received adequate Pre-Course Information
Valuable to have this Course On-Site rather
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
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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.
8690 91
87 86
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85
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95
All
Courses
SA
F-S
AM
P
SA
F-SA
S
SA
F-INV
GE
N-S
ES
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.
0%
20%
40%
60%
80%
100%
2008 99% 1% 0
2009 99% 1% 0
2010 99% 1% 0
2011 99% 1% 0
Yes No Blank
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).
This average is higher for pre-course information, the canteen and the organisation of on-site courses.
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’.
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 On-Site rather than in Luxembourg 6,4% 2,2% 16% 7,4%
Figure 15 Measuring dissatisfaction
Training Impact Questionnaire
The course provided me with sufficient knowledge to understand to processes involved in a safety
management system.. (Anonymous quote from the Training Impact Questionnaire)
The approach 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
EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011 9
the students indicate that they have used the knowledge in their job.
0%
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Satisfied 99% 99% 98%
2009 2010 2011
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’.
86%
88%
90%
92%
94%
96%
98%
100%
102%
I am satisfied with thetraining that I received.
100% 92% 100% 100% 99% 100% 91% 96% 99% 100% 97% 99% 99%
AIM APT ASMATSEP
COM DPS ENV GEN HUM NAV NSA SAF SUR
Figure 17 Satisfied with course after three months - Segmentation
94% of the respondents indicate they have used the knowledge in their job.
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Used competence 94% 93% 94%
2009 2010 2011
Figure 18 Used knowledge in job The same figures can be presented per ‘domain’ to make an assessment of the professional relevance of
the domains. The data below are the results for 2011.
80%82%84%86%88%90%92%94%96%98%
100%102%
I have used theknowledge/competence inmy job.
90% 90% 96% 88% 95% 100% 91% 94% 92% 96% 97% 93% 91%
AIM APT ASMATSEP
COM DPS ENV GEN HUM NAV NSA SAF SUR
Figure 19 Used knowledge in job - Segmentation
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
0%
20%
40%
60%
80%
100%
Recommended 87% 89% 87%
2009 2010 2011
Figure 20 Recommended the course 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.
0%
20%
40%
60%
80%
100%
120%
I have recommended thecourse to a colleague.
77% 92% 92% 44% 86% 100% 100% 80% 88% 93% 83% 88% 88%
AIM APT ASMATSEP
COM DPS ENV GEN HUM NAV NSA SAF SUR
Figure 21 Recommended the course - Segmentation
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E-LEARNING
How we measure satisfaction
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)
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.
Figure 22 The Training Zone
Satisfaction with E-Learning
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:
• 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.
• I will recommend the course to a colleague.
96% 97%
92%
97%93%
96% 97% 96% 97%
92%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Satisfied Gained knowledge Used knowledge Met objectives Will recommend
2010
2011
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.
Organisations use the Training Zone to compose on-line 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.
0
5
10
15
20
25
30
35
40
Active TrainingZone contracts
14 21 35
2009 2010 2011
Figure 24 Users of the Training Zone
EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011 11
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)
The Institute employs three types of partnerships:
• Hosting of third party courses at the Institute. A partnering organisation delivers one of its courses at the Institute.
• 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.
0
20
40
60
80
100
Number ofParticipants
26 57 64 95 49 20 26
200 200 200 200 200 201 201
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.
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.
0
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3500
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Students by Partners 60 319 408 1898 3237 3484 4157 4526
2004 2005 2006 2007 2008 2009 2010 2011
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.
0
5
10
15
20
25
Opportunities 0 6 21 9 5 6 2
2005 2006 2007 2008 2009 2010 2011
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.
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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 On-Line 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 e-mail. The text is as follows:
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.
The Institute did not receive formal complaints in 2011.
EUROCONTROL INSTITUTE OF AIR NAVIGATION SERVICES Customer Satisfaction 2011 13
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 Institute is now part of the Network Management Directorate of the EUROCONTROL Agency. This assures a strong strategic alignment of the Training Courses.
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.
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.
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.
End of Document.