CUSTOMER SATISFACTION WITH THE SERVICES PROVIDED BY TKA HAS INCREASED

Every year, the Transport Competence Agency (TKA) conducts a survey of customer satisfaction with the services provided. This year, the customer satisfaction index rose by 5 percentage points and reached 83 percent.

The best rated services provided by TKA are:

• theoretical examination – 87 percent.
• aviation medical care – 86 percent.
• maintenance of air navigation services – 83 percent.
• supervision of licensing and training of aviation specialists – 83 percent.

This year, customers who communicate directly with the institution’s specialists participated in the survey. Customers were asked to rate not only their satisfaction with the service, but also the factors that might influence their opinion. Among the statements presented, the following received the most favorable feedback:

• the information provided by the institution is easily accessible, detailed and understandable – 93 percent.
• specialists were polite and pleasant to communicate with – 91 percent.
• the institution’s working hours are convenient – 86 percent.

Improving the level of customer satisfaction is one of the institution’s strategic goals, so it is planned to continue to achieve better results every year.