AIR SUPPORT’s Annual Customer Satisfaction Survey: Insights from the Users
Every year at AIR SUPPORT, we invite our customers to share their thoughts through our Customer Satisfaction Survey. Their feedback helps us understand what is working well, where we can improve, and how we can continue developing solutions and services that support daily flight operations worldwide.
We owe a big thank you to everyone who took the time to participate in the latest Customer Satisfaction Survey. Your feedback is an important part of how we prioritize future improvements across both our software solutions and customer support.
The Operational Users Have Their Say
This year, we are especially happy to see who the respondents are. Over three quarters of respondents work as Flight Operations Managers, OCC Managers, Dispatchers, or Ground Operations Managers. These are the people who rely on PPS Flight Planning and OpsControl Flight Tracking every day to plan, monitor, and manage flight operations. Their feedback provides valuable insight into how our solutions perform in real operational environments and helps ensure that future improvements address the challenges they face.
Years of Trust and Collaboration
The latest survey also highlights the long-term relationships we have built with many of our customers. More than half of the respondents have been using our software for over seven years, with many having trusted our solutions for more than two decades.
We are incredibly grateful for that trust. Working closely with our customers over many years has not only strengthened our partnerships but has also played a key role in shaping the development of our software. Many of the features and improvements introduced over the years have originated from customer dialogue, making these long-term relationships invaluable to both AIR SUPPORT and the operators we serve.
Ten Years of Consistent Customer Feedback
This year’s survey marks another year in a process that has now been running for a decade. For the past 10 years, we have asked our customers many of the same questions, supplemented each year with questions about topics that are particularly relevant at the time.
Keeping the core questions consistent allows us to track how customer satisfaction develops over time and measure our own performance from year to year. This long-term perspective is valuable when deciding where to focus our efforts, helping us understand how well we are meeting customer expectations, and where there is room for improvement.
So, for us, the survey provides valuable insights that help us decide where to focus our attention next.
%
Were satisfied with the support provided by our Support Team
Overall Customer Satisfaction (CSAT)
Customer Satisfaction (CSAT) with support response
Continued High Satisfaction with Customer Service
The survey once again shows consistently high satisfaction with the customer service.
Overall, 91% of respondents said they were satisfied with the support provided by our Support Team. Based on the responses across the satisfaction scale, this resulted in a Customer Satisfaction (CSAT) score of 90.8. In other words, the 91% figure shows how many respondents were satisfied, while the CSAT score reflects the overall satisfaction level across all responses.
Satisfaction with support response time also remained high, with a CSAT score of 90.0.
For us, these results are about more than numbers. Flight operations never stop, and when customers contact our Support Team, they need timely and knowledgeable assistance. Maintaining a consistently high satisfaction level reflects our commitment to providing reliable support whenever our customers need us.
%
Of respondents said they were satisfied with PPS
PPS Flight Planning Customer Satisfaction (CSAT)
Strong and Improving Results for PPS Flight Planning
Customer satisfaction with PPS Flight Planning also remains strong and increased slightly from last year. 88.7% of respondents said they were satisfied with the system, resulting in a CSAT score of 88.6.
Here too, the two figures provide slightly different perspectives on the result. The 88.7% represents the respondents who rated themselves as satisfied, while the CSAT score of 88.6 takes the responses across the satisfaction scale into account. The percentage of dissatisfied users also decreased compared to last year's survey, making the overall result a positive indication of continued customer satisfaction with PPS Flight Planning.
We see this as an important confirmation that continuous development makes a difference. Every new feature, performance improvement, and usability enhancement is driven by a desire to help dispatchers and flight operations teams work more efficiently, safely, and confidently.
Customers Gladly Recommend AIR SUPPORT
Another encouraging result is our Net Promoter Score (NPS) of 50.4.
An NPS above 50 is widely regarded as an excellent result in the software industry. More importantly, it shows that many of our customers are willing to recommend PPS Flight Planning and OpsControl Flight Tracking to colleagues and peers. Recommendations are built on trust, and we are proud that so many customers are confident enough to share their positive experiences with others.
Net Promotor Score
Turning Feedback into Improvements
At AIR SUPPORT, customer feedback is much more than an annual survey. It is an essential part of how we develop our software.
Many of the improvements introduced over the years have originated from conversations with customers, feature requests, annual surveys, forums, and the close collaboration between our users, support team, and developers.
This close collaboration helps ensure that our solutions continue to evolve alongside the operational challenges faced by airlines and aircraft operators.
Listening to our customers has always been part of who we are, and it will continue to guide the future development of both PPS Flight Planning and OpsControl Flight Tracking.