Among the stakeholders with whom ENAV maintains relations, customers obviously have a very important role. For airlines, ENAV has developed, with ever greater commitment and attention, an efficient customer relationship management system (supported by an internal procedure) aimed at involving customers and measuring their level of satisfaction with the supply of air traffic services. More specifically, for airlines, ENAV has developed, with an increasing commitment and attention, an efficient system of customer relationship management, supported by internal procedures, aimed at directly involving customers and in measuring their level of satisfaction regarding the provision of ATS (Air Traffic Services). Every year ENAV conducts an online customer survey in which the various users can express their level of approval, on a scale from 1 (highly dissatisfied) to 5 (highly satisfied); ENAV’s minimum objective is to receive a customer satisfaction level equal to or greater than 3.

In 2018, satisfaction with the services provided to airlines (CNA) scored 4 on a scale of 5 (4.0 in 2017 and 3.8 in 2016). CRM activities are obviously not limited to the customer satisfaction survey but are divided into a set of initiatives targeted at stakeholder involvement and active participation in the evolution of the various processes (often associated with the implementation of new operational processes). As a rule, in carrying out its CRM activities, ENAV encourages one-on-one meetings, plenary sessions, open day demonstrations and thematic workshops related to the activities of the Operations Department. ENAV’s customer-oriented approach is thus based on integrated courses of action that are able to satisfy the expectations of airspace users, and to ensure the availability of those processes that are required to deliver increasingly effective and efficient services, while at the same time promoting constant improvement.

The following diagram summarises the early customer engagement process in defining and sharing the requirements associated with the provision of air navigation services.

4.0

IN 2018, SATISFACTION WITH THE SERVICES PROVIDED TO AIRLINES (CNA) SCORED 4.0 ON A SCALE OF 5.0 (4.0 IN 2017 AND 3.8 IN 2016)

67

THE SURVEY COMPLETION RATE WAS 67%, BASICALLY THE SAME AS IN 2017, WHILE IT WAS 22% IN 2016

Il diagramma che segue descrive in sintesi il processo di early engagement del cliente nella definizione e condivisione dei requisiti associati alla fornitura dei servizi alla navigazione aerea.