Cessna Honored With Customer Excellence Award

30th March 2010

USA - Cessna Aircraft Company named a winner of MarketTools ACE award

MarketTools CustomerSat ACE awards are presented each year by MarketTools to companies scoring highest on customer satisfaction surveys using its MarketTools CustomerSat enterprise feedback management (EFM) software. Cessna uses MarketTools CustomerSat to measure customer satisfaction with Citation business jet owners and operators visiting the Citation Service Center network.

Cessna operates a network of eight company owned service centers in the United States in locations around the country, supporting many of the more than 6,000 Citations delivered through the years. Cessna also offers a variety of maintenance services through its ServiceDirect program, taking maintenance and service directly to customer locations around the world.

Established in 2005, the MarketTools CustomerSat ACE Awards program recognizes outstanding achievement in customer satisfaction. To be eligible for a MarketTools CustomerSat ACE Award, clients must complete an application form and have conducted one or more customer satisfaction surveys during the calendar year for which the Award is given.

Qualifying performance is determined by a combination of customer satisfaction mean scores and top-box rating percentages maintained during at least a 6-month period in the calendar year. The customer feedback on which awards are based must be representative of the entire business, or qualifying business unit or business segment, to which the award applies.

MarketTools ensures that the survey processes on which metrics are based are rigorous, defensible and repeatable. Surveys may use either a census of customers or representative sampling with specified minimum confidence levels and maximum margins of error.

MarketTools CustomerSat is a Web-based Enterprise Feedback Management (EFM) solution used to capture, analyze, and act on feedback from customers, employees, and partners. Through the use of comprehensive analytic tools, action management technology, and the expert knowledge of customer satisfaction researchers, MarketTools helps clients optimize satisfaction and loyalty programs that deliver high-value business impact. Info: www.markettools.com.