Cooperation with various aviation stakeholders is a vital part of Fintraffic’s Air Navigation Services. The annual customer satisfaction survey, an important tool for identifying areas for improvement in services and measuring the effectiveness of cooperation, has undergone a complete overhaul this year. The survey now focuses more on identifying the needs of customers and on how Air Navigation Services meet those needs.
Fintraffic’s Air Navigation Services aims to continuously improve the flow and predictability of its services with customers in mind. For this reason, the customer satisfaction survey, which was carried out in a similar way for years, has undergone a complete overhaul this year.
“The aviation sector’s operating environment and needs have changed, and there was a desire to update the survey both within Air Navigation Services and on the customers’ end. In the previous survey, questions were grouped under the different units of Air Navigation Services. Now, however, the focus is more on the customers’ needs. Many things overlap in air navigation, and the survey forces us to think about our services across units. This allows for new approaches to service development”, says Timo Suorto, Planning Manager of Fintraffic’s Air Navigation Services.
The overhaul of the customer satisfaction survey began with a mapping of all air navigation services and their customers. After that, the focus was on what is important to customers in each service. Combining these factors created a completely new set of questions to reveal customers’ views on air navigation services, in terms of needs that are important to them specifically.
Customers view air navigation services as functional and safe
A wide variety of aviation operators responded to the revamped customer satisfaction survey. Based on the survey responses, customers feel that Fintraffic’s air navigation services have remained functional and safe this year as well.
“For Air Navigation Services, the overall average was 4,0. For reliability and safety, the corresponding figure was 4,2. One can only be happy with these results. In the current global situation, positive feedback from national aviation authorities on the functioning of air navigation services is particularly important,” says Pasi Nikama, Senior Vice President of Fintraffic’s Air Navigation Services.
The survey also highlighted areas with room for improvement. Open-ended responses included feedback on, for example, the targeting of air traffic regulation at customers. This year, areas for improvement were more easily identifiable from the survey responses. Although customers generally considered communication and reporting on air navigation-related maintenance to be good, sub-questions highlighted areas for improvement.
“It was great to see that, based on the responses, the customers of Air Navigation Services rate the attitude, service-mindedness and communication of our personnel as very good. We have the desire and ability to serve, once we know what our customers need. The revamped customer satisfaction survey allows us to gain new insights into these needs and to develop our services,” Suorto says.
Air Navigation Services will review the survey results and the success of the new survey during the autumn. The goal is to establish guidelines by the end of the year on which matters to pursue further and to set targets for them. This will improve procedural continuity, and next year’s survey results will be comparable again.
The annual customer satisfaction survey of Fintraffic’s Air Navigation Services was conducted for the eighth time in 2025. The updated online survey was used to collect feedback through multiple-choice questions and ratings. Respondents also had the option to provide free-form feedback. Respondents evaluated the services on a scale of 1 (very poor) to 5 (excellent).
