Smooth, safe and environmentally-friendly air traffic is a team effort. For this reason, cooperation with various aviation stakeholders is a vital part of Fintraffic's Air Navigation Services. An annual customer satisfaction survey is an important tool for measuring the effectiveness of this cooperation and supporting the development of services. Based on the 2024 survey responses, customers feel that Fintraffic’s air navigation services have remained functional and safe this year as well. What else do the results of the 2024 survey say about the quality of air navigation services?
Fintraffic’s annual customer satisfaction survey was conducted for the seventh time in 2024. Feedback was collected through an online survey composed of multiple choice and evaluation questions, with respondents also able to give free-form feedback. Respondents evaluated the services on a scale of 1 (very poor) to 5 (excellent).
“In recent years, we have deliberately invested in customer cooperation by meeting different stakeholders regularly, listening to their thoughts and opinions, and discussing possible solutions for improving cooperation together throughout the year. The survey is one part of our customer-oriented operating model. This year, we received a lot of open feedback on the survey, for which we are grateful. They help us to hone right in on things when it comes to making improvements,” says Pasi Nikama, Senior Vice President, CMO & CCO of Fintraffic ANS.
A wide variety of aviation operators responded to the survey, ranging from strategic partners in air navigation and flight schools to smaller airport operators and general aviation representatives. This year, the total number of respondents and the percentage of pilots among respondents was slightly lower than in the previous year. On the other hand, the overall cooperation score for Fintraffic's Air Navigation Services increased slightly, rising to 4.0 this year (2023: 3.8).
Improvements have already been made in many areas needing development based on surveys from previous years
As a safety-critical organisation, Fintraffic's Air Navigation Services is very pleased to find that, based on the survey, customers feel that air navigation services are safe. In addition, positive feedback was received, for example, on the operation and service of network airports and the experience of military aviation in the quality of service.
Many of the areas needing development highlighted by customers in the survey, such as the development needs related to continuous descent approaches, the technical challenges of CPDLC services and the development of cooperation between area air traffic control and Helsinki air traffic control, are already underway in various Fintraffic air navigation service development projects.
“We have made practical changes to working methods and systems to improve the uniformity of the service. The need for changes in Finnish airspace, on the other hand, is discussed in more detail in the Airspace2027 project led by Traficom. These are long-term development projects, in which we must proceed step by step and closely monitor the impact of the changes made,” explains Nikama.
Fintraffic's Air Navigation Services aims to continuously improve the flow and predictability of its services with customers in mind. Next year’s survey will focus on issues such as how customers experience the impacts that changes made so far have on the quality of air navigation services.
