Pentastar Aviation Named a Top FBO in 2011 Surveys

Apr 27, 2011 7:28 PM

Pentastar Aviation’s PTK location was recently voted the No. 1 independent FBO and No. 2 U.S. FBO in the 2011 Professional Pilot Magazine PRASE Survey.

This was the first year that the survey excluded chains with fewer than three locations from the “FBO chain” category. Pentastar received the No. 1 ranking in this category in 2010.

Pentastar’s facility at PTK was also voted No. 4 on the Aviation International News list of Best U.S. FBOs, which ranks the top 40 FBOs. While this year’s results mark an improvement over last year’s fifth place ranking, Pentastar has been ranked in the top five FBOs in AIN for the past five consecutive years.

“A No. 1 ranking is very important to us,” FBO services vice president Bob Sarazin said. “Top rankings in the AIN and Pro Pilot surveys let us know we’re providing our customers with exceptional service. Each year we implement new initiatives to improve customer service, using the survey results as a benchmark.”

In 2009, Pentastar introduced internal surveys of FBO customers. Nearly 1100 of those internal surveys were returned by customers from both the PTK and VNY locations in 2010. Of those responses, 100 percent indicated that they would recommend Pentastar Aviation as a preferred FBO. Pentastar also uses feedback from maintenance, management and charter customers to continuously improve the overall customer service experience. Results are reviewed monthly by the executive management team, including quarterly reviews with Pentastar owner Edsel B. Ford II.

“We really listen to our customers,” director of customer relations Kellie Rittenhouse said. “Our survey process gives them a direct line to our leadership team. The overwhelmingly positive responses let us know we’re on the right track.”

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