EUROCONTROL

A Centre of Excellence in ATM TrainingIANS

Customer Satisfaction
Repor
t
Report ii © Copyright 2006 EUROCONTROL
Copyright Notice
© 2006 European Organisation for the Safety of Air Navigation (EUROCONTROL). All rights reserved.
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:
Director of the Institute of Air Navigation Services, 12, rue Antoine de Saint-Exupéry, L-1432 Kirchberg/Luxembourg. 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.
Printed on 30/11/2004 Produced by the Business and Administration Unit 3
Table of Contents
INTRODUCTION.....................................................................................................................................4

ATM TRAINING......................................................................................................................................5

ATC TRAINING ....................................................................................................................................12

E-LEARNING........................................................................................................................................13

STAKEHOLDER FEEDBACK..............................................................................................................14

COMPLAINTS ......................................................................................................................................15

CONCLUSION......................................................................................................................................16

• Training Sponsors
• Consultancy Bodies.
• User Groups
Assessment Tools
The assessment is based on a set of assessment
tools and measurement methods. During 2005
further work has been done to increase the integrity
of the data collection.
Evaluation Forms
To measure the satisfaction of its customers with
the products and services IANS uses the following
evaluation forms:
• A Student Evaluation Form filled in by the
students at the end of a course. This evaluation
form is used for both the ATM course
participants and ATC course participants.
• 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
IANS 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.

and 4 meaning
unacceptable (1),
unsatisfactory (2), good
(3) an excellent (4).
The complete set of
criteria are grouped in
five main categories:
• Training Content
• Instructional Team
• Documentation
• Equipment
• Administration

The first three categories
are directly related to the
course. The last two
categories are directly
related to the supporting
environment and
organisation. Figure 1 Student Evaluation Form Customer Satisfaction Report
6 © Copyright 2006 EUROCONTROL

4
Marks from Students
Result
Result
All 3
All 3
All 2
All 2
All 1
All 1
25
25
75
75
100
100
0
0
All 4
All 4
Figure 2 How we measure satisfaction

IANS aims to meet our objective of being a Centre
of Excellence in ATM Training. For us this means
we aim to achieve results on any criterion between
75 and 100. As an example: the overall average (all
courses, all criteria, 3090 forms) for IANS in 2005 is
87.5 – compared to 85 in 2004. The highest result
on a single criterion is 95 (Subject Knowledge of the
Instructor). The lowest result remains pre-course