Turning customer feedback into industry recognition | Rolls-Royce

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Two independent awards from two different audiences have delivered the same message: Rolls-Royce is setting the standard in business aviation support and service.

Bombardier just honoured Rolls-Royce with its Diamond Award for Aftermarket Service Support, recognising the company’s outstanding performance as a strategic supplier. Also, this month, Rolls Royce was ranked No. 1 in the latest Aviation International News Product Support Survey, a distinction based directly on feedback from business aviation customers. These accolades reflect not only the quality and reliability of our products, but also the dedication of our teams across our global service network who support our customers every day. Awards are the outcome, but the more interesting story is what is being done behind the scenes to earn them.

To understand how Rolls-Royce achieved this recognition, we spoke with Lindsey Gillen, Vice President Sales & Marketing - Business Aviation at Rolls-Royce, about the actions and customer-focused initiatives that helped to strengthen our support capabilities and further improve responsiveness. What changed, what mattered most to customers, and what lessons can we take forward? Here are her insights.

Lindsey, Rolls-Royce has just been recognised by both Bombardier and AIN customers. What do these awards mean to you?

Lindsey, Rolls-Royce has just been recognised by both Bombardier and AIN customers. What do these awards mean to you?

They are incredibly important because they come from the people we serve every day. The Bombardier Diamond Supplier Award reflects the strength of our partnership and our ability to deliver consistently as a supplier. The AIN ranking is equally meaningful because it is based on direct customer feedback.

What makes these recent awards special is that they all validate the hard work of our teams across the world. Whether it is a services specialist in our Availability Centre taking a customer call, an engineer in an MRO facility, an On-Wing technician responding to an aircraft-on-ground event, or a customer manager helping an operator to solve an issue, every small interaction contributes to how customers experience Rolls-Royce.

What have been the biggest factors behind this improvement in customer support?

The biggest factor has been our focus on resilience and Aircraft Availability. Our fleet continues to grow and today we support more than 8,100 engines across multiple engine families. To meet customer expectations, we have looked closely at every aspect of our service operations and with consultation with our customers, invested where it makes the greatest difference.

That includes adding dedicated Business Aviation personnel across On-Wing Services, MRO and support functions, expanding our lease engine fleet, investing in training and knowledge-sharing programmes and continuing to strengthen our global Authorized Service Centre network while also investing in Digital and AI toolsets.

Most importantly, we have continued to invest heavily in our global services capability. In total, Rolls-Royce has invested more than $1 billion into its service network, creating one of the most comprehensive - if not the most comprehensive - support infrastructures in business aviation.

Where has that investment gone?

It spans the entire customer support ecosystem. Today, we operate a dedicated 24/7 Business Aviation Aircraft Availability Center, that delivers an average of less than 24-hours Aircraft On Ground (AOG) return to service time and an Averted Missed Trip rate of over 99% worldwide. We maintain more than 250 lease engine and nacelle assets, support customers through over 85 Authorized Service Center locations and have more than 85 On-Wing Services technicians focused solely on Business Aviation. We have also expanded our global parts distribution network with now 10 strategically placed CorporateCare® part stores, including the latest addition of a new 10,000 ft² AOG support storage location in New York to support the US east coast, and we continue to invest in digital capabilities that help us predict maintenance needs and respond faster.

This investment allows us to improve aircraft availability, shorten response times and give our customers the confidence that we will be there to support whenever and wherever they need us.

How has the company’s wider transformation programme supported this progress?

Rolls-Royce’s transformation has strengthened us and given us the financial capacity and agility to continue investing in strategic growth markets - Business Aviation is clearly one of those markets.

Because we are building a stronger, more resilient company, we can continue investing in customer support, digital technologies, service infrastructure and new capabilities that create long-term value for operators. That investment mindset is essential because customer expectations continue to rise, and we want to stay ahead of them.

Customer feedback often drives innovation. How has that influenced your plans going forward?

Customer feedback is at the heart of what we do. In fact, one of our most significant announcements this year is directly based on what customers have told us.

At NBAA-BACE, we are introducing additional benefits to our already market-leading CorporateCare® Enhanced programme, significantly expanding its coverage while keeping the existing hourly rates. These enhancements include protection against certain minor foreign object damage events, free-of-charge technical variance documentation, expanded life-limited parts coverage (for eligible Pearl customers), access to nacelle painting services through our service network, simplified core return processes and additional measures designed to reduce administrative burden.

If we provide it, we cover it. The goal is simple: greater certainty, less complexity and even stronger value for our customers.

Looking ahead, what would success look like?

Awards are wonderful recognition, but this is not how we measure success. Success means to deliver on our promise and continue to earn our customers’ trust every day. We want our customers and operators to know that when they choose Rolls-Royce and CorporateCare Enhanced, they are choosing far more than just an engine provider. They are choosing a global support network, world-class expertise and a partner focused on keeping their aircraft flying and protecting their assets. If we continue delivering on that promise, recognition will follow naturally.

More information about CorporateCare Enhanced can be found here.

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