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Signature Flight Support Selects LRA Worldwide for Customer Satisfaction Measurement Solution
ORLANDO, Florida/HORSHAM, Pennsylvania; October 1, 2003 - Signature Flight Support, the world's leading flight support organization and distribution network for business services, today announced that it has retained LRA Worldwide to measure customer satisfaction for Signature Flight Support's global fixed base operations organization. The selection of LRA Worldwide reconfirms Signature's commitment to setting the standard for the industry's best customer service practices.
As a company that embraces leading edge technology and processes, Signature has tapped LRA Worldwide to implement SurveySmartSM, LRA's online customer satisfaction and loyalty measurement service. LRA Worldwide will conduct qualitative research with Signature customers focusing on measuring customer satisfaction and will use data obtained from LRA Worldwide to improve internal processes for driving customer satisfaction and intent to return.
Said David Vaughan, Signature Flight Support's Vice President of Sales & Marketing, "As the industry leader, Signature Flight has enjoyed dramatic growth, with 43 locations in the United States, four in Europe and one in Hong Kong. Our goal is to consistently exceed expectations and delight our customers. That commitment to our customers is our most important mission. Our association with LRA will enable us to obtain critical customer feedback on a real-time basis across our enterprise." Stated Beth Haskins, Signature Flight Support's President & CEO, "We are pleased to be partnering with LRA Worldwide on this important initiative. We want all of our associates to have easy access, 24/7, to important customer feedback about our performance. LRA's Web-based research capability will allow us to respond instantly to customer concerns and quickly resolve any issues that our customers may have identified. We will be integrating e-mail surveys with other measurement modes to increase response rates, shorten response time and provide the critical performance metrics we need to continue to improve our operation and remain #1 in our industry."
"We are delighted to have been selected as Signature Flight Support's partner for this important initiative," said Rob Rush, President and CEO of LRA Worldwide. "LRA has spent over two decades helping many of the world's leading transportation, travel and hospitality companies engineer exceptional customer experiences and realize very high levels of customer satisfaction and retention. Relying on our extensive industry experience, we have carefully constructed measurement solutions that help our clients quickly react to critical customer feedback."
About Signature Flight Support
Signature Flight Support, a BBA Aviation company, is the world's largest flight support operation (FSO) and distribution network for business services. Signature products and services include fueling, hangar and office rentals, ground handling, passenger services, maintenance, fuel purchasing and deicing at strategic domestic and international locations. Headquartered in Orlando, Florida, Signature currently operates at 43 locations in the United States, four in Europe and one in Hong Kong. Signature can be found online at www.signatureflight.com.
About BBA Aviation Services Group
BBA Aviation Services Group, a division of BBA Group, PLC, serves the world's business aviation, regional airline, helicopter and commercial aviation markets through its primary operating companies and their subsidiaries that include Dallas Airmotive; Signature Flight Support; Aircraft Services International Group; International Turbine Service; Barrett Turbine Engine Company; H+S Aviation; and Precision Avionics and Instruments.
About LRA Worldwide, Inc.
LRA Worldwide, Inc. is a leading consulting, organizational development and research company that specializes in Customer Experience Management (CEM). LRA helps companies and brands design and deliver the optimal customer experience across all key touch points using an integrated suite of services that measure and improve service quality, customer satisfaction, employee performance, loyalty, customer advocacy and profitability. LRA specializes in "operationalizing the brand" - turning brand promise and customer strategy into operational reality. LRA's CEM practice areas include CEM Strategy Design, Standards Development & Content Management, Organizational Development & Training, Research and Quality Assurance & Mystery Shopping; these are either deployed together in a strategic manner to continually monitor and improve the customer experience or deployed individually to address a specific tactical client need.
LRA's clients include some of the world's leading companies and brands, including Starwood Hotels & Resorts, Hard Rock Hotels & Casinos, the PGA TOUR, Albertsons Supermarkets, the NBA and First Niagara Financial Group. For more information, visit the company's Web site at www.LRAworldwide.com
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