How Customer Feedback From Annual Survey Drives Transformation
By Pratt & Whitney Customer Service
P&WC’s annual Customer Survey is a golden opportunity for operators to share their views. It’s a key platform to give detailed feedback that will drive future changes, improvements and transformations.
Not just another survey
Each year, Pratt & Whitney Canada conducts a major survey of its civil engine operators around the world. Intended for everyone, from leadership to maintenance technicians, this detailed questionnaire covers a vast range of topics spanning customer feedback, satisfaction levels, and ease of doing business. It’s part of P&WC’s long-standing commitment to listening to customers as part of its customer-centric DNA.
These days, people regularly receive invitations to participate in questionnaires through email and social media. But this survey is different because its in-depth nature and the way it directly informs company decisions set it apart.
"Customer feedback is foundational to a truly customer-centric culture and a forcing function for change. It makes the customer’s voice tangible and ensures decisions are grounded in real customer insights rather than assumptions. We are committed to translating these insights into action and delivering meaningful, measurable improvements." – Nivine Kallab, Vice President, Customer Programs, Pratt & Whitney Canada
Gaining actionable insights from feedback
The initiatives the company is driving are directly correlated to the feedback received from the Operator Survey, as P&WC invests heavily in manufacturing efficiency, strengthens supply chain infrastructure, and continues to expand its pool of P&WC rental engines, the largest in the world.
There was also feedback indicating that operators needed more maintenance, repair and overhaul support. To address this, P&WC has increased capacity at its MRO shops. To continue to advance digitization while strengthening communication and transparency, P&WC facilities worldwide have adopted the MRO Hub, which provides real-time status updates to customers as their engine progresses through its facilities, instant access to cost estimates, teardown reports, and much more.
“We value hearing both where we can improve and what we’re doing right. Your feedback helps us build on what works and continuously enhance the service that supports your success. ” – Amy Da Silva, Manager, Customer Service, Pratt & Whitney Canada.
Multiple ways to share your feedback
For almost a decade, P&WC has partnered with market research experts Verde Group to run the survey. They distribute personalized surveys to P&WC engine operators by email. The 2026 survey is already out! If you receive an email from Verde Group with a link to the survey, please set aside around 20 minutes to fill it out and submit it.
The results are anonymous, but participants who choose to do so can link their name to it, for a P&WC representative to reach out. What’s more, along with the main survey, P&WC conducts more extensive follow-up interviews with willing customers to gain more in-depth information by taking a deeper dive into their responses.
There are other ways to share your feedback too, such as talking to P&WC representatives at trade shows or reaching out to your local sales manager. Regardless of the channel, P&WC is eager to know what operators are thinking, so don’t hesitate to get in touch.
Learn more about a recent P&WC initiative aimed at enhancing the customer experience in Online Enrollment Form Makes Signing Up for ESP™ Hassle-Free.
