Exceeding customer expectations
Signature customers expect the best and trust Signature to deliver whatever they need, wherever they need it, wherever they are flying to. Signature’s global network of FBOs is unmatched by competitors in terms of reach, capabilities and service. Customers know that on arriving at a Signature base they will be looked after by Signature’s world class, customer focused team who are ready to welcome them and their aircraft safely and efficiently.
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At the end of 2010 Signature’s customer loyalty figure – a measure of overall customer satisfaction and willingness to return and recommend Signature services – had improved by 6% compared to 2009.’
Signature added three new locations to its network in 2010 and early 2011, at Montreal, Fresno, California and the Yellowstone Jetcenter FBO in Bozeman, Montana. Fresno’s executive terminal is 6,100 sq ft and features exceptional customer facilities which include a passenger lounge with high definition televisions and video libraries, a crew lounge, two sleep rooms, an executive conference room and computer facilities. Signature customers at Fresno also have access to an ultra-modern 40,800 sq ft hangar, the only hangar in this region of California capable of accommodating Global Express or Gulfstream size aircraft.
As well as extending its global network, Signature has invested heavily in recent years in new technology to support its customer service promise. Advanced point of sale tools coupled with a new customer relationship management system enable customer teams to provide a bespoke service that meets the high expectations of Signature customers and Signature's customer loyalty programme, Signature Status™, recognises long-term and growing customer loyalty through service enhancements. Customers can now even use iFBO™, a Signature iPhone® application that gives them immediate handheld access to key flight planning and service information.
At the end of 2010 Signature’s customer loyalty figure – a measure of overall customer satisfaction and willingness to return and recommend Signature services – had improved by 6% compared to 2009.
