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2013 Product Support Survey Listed in Order of the 2013 Overall Average (Ties Are Listed Alphabetically)

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2013 Product Support Survey Listed in Order of the 2013 Overall Average (Ties Are Listed Alphabetically) Older Turboprops results because stream’s high scores for its newer Newer and Older embraer phenom 100 Turboprops not enough AIN readers submit- jets are its 9.3 ratings for overall 2013 ted ratings for older PC-12s. aircraft reliability and technical Only two manufacturers of representatives. The company newer turboprops, Pilatus and Rating the Categories also scored strongly in the war- Beechcraft, received enough rat- The factors that drive the ranty fulfillment, AOG response, ings to be included in this year’s overall average rating for each parts availability and factory- AIN Product Support Survey manufacturer or a manufactur- owned service centers categories. PRODUCT results. Both companies saw a er’s aircraft series derive from Most manufacturers score rise in their overall averages, the 10 categories that AIN read- low–every year–on cost of PART 1 - AIRCRAFT with Pilatus climbing to 7.9 ers rate for the aircraft they parts. In this category, Embraer SUPPORT from 7.6 and Beechcraft seeing operate. Looking at these cate- received the highest rating at 7.0, SURVEY a half-point improvement to 7.7. gories (see chart below) reveals which is 0.2 points higher than Mitsubishi retained its lead specific areas where operators last year’s high-scorer, Cessna. 9.1 for overall aircraft reliability indicating that operators are in older turboprops, climbing see deficiencies and strengths in Among older jets, Bombar- and relatively high scores in most fairly happy with the support slightly to 9.4, while Beechcraft the support provided by the air- dier’s Globals scored the highest other categories. The lowest rat- provided by their first point of saw a 0.2-point improvement to craft manufacturers. rating, a 9.5 for technical repre- ings for technical representatives contact at the manufacturers. o 7.1. Pilatus doesn’t appear in the Major contributors to Gulf- sentatives. Gulfstream rated a in the Older Jets section were 8.0, Report continues on next page u Newer Business Jets 7.7 rating, while Learjet jumped from Gulfstream, Mitsubishi The first five manufacturers in this last year’s 7.1 to 7.7, a solid move that category match the lineup in the over- likely reflects Bombardier’s continuing 2013 CATEGORY RATINGS all averages for all jets, with four out efforts at improving product support for Factory Overall Overall Rating Change Authorized Maintenance Overall top survey results again of the five seeing ratings improvements all customers, not just for operators of Owned Parts Cost of AOG Warranty Technical Technical Average Average from 2012 to Service Tracking Aircraft Service Availability Parts Response Fulfillment Manuals Reps over last year and Cessna receiving the newer jets. 2013 2012 2013 Centers Programs Reliability by Matt Thurber same rating. Cessna’s Citations showed a clear Centers Dassault Falcon garnered fifth place move in the right direction, tying in sec- NEWER BUSINESS JETS ulfstream, the longtime leader in Beechcraft’s renewed focus, the King Air in the Newer Business Jets category, ond place at 7.7. Dassault Falcon came Gulfstream (G300-G650) 8.5 8.3 0.2 8.4 7.5 8.6 6.4 9.0 8.8 8.4 9.3 8.8 9.3 the AIN Product Support Sur- line saw a 0.2 point improvement from followed by Bombardier’s Challengers in third with 7.4, the same rating as Gvey, scored higher this year with last year, with this year’s overall average and Globals. Hawker Beechcraft models 2012, but up from last year’s fifth place Embraer (Phenom, Legacy, Lineage) 8.2 8.0 0.2 7.8 7.8 8.2 7.0 8.5 8.5 8.6 8.9 8.1 8.6 an overall average 8.3 rating for its large- at 7.2. That still wasn’t enough to move saw a further drop in overall ratings for ranking. Hawker jets improved: to 7.2 Bombardier (Learjet) 8.0 7.9 0.1 7.6 7.7 7.8 6.7 8.0 8.4 8.1 8.8 8.2 8.4 cabin jets (newer and older aircraft), up from third place, however. Newer Jets. from 7.0, while the rating for the former although after a large jump last year, Pilatus Aircraft saw a significant jump Hawker Beechcraft’s smaller jets dropped Cessna (Citation) 8.0 8.0 0.0 7.8 7.3 8.1 6.6 8.1 8.2 8.2 8.4 8.3 8.4 Embraer is creeping even closer to the top in its overall average, up half a point Older Business Jets to 7.0 from 7.3. Gulfstream (G100-G280) 7.8 7.6 0.2 7.5 6.7 7.4 6.4 8.1 8.8 7.4 8.4 8.5 8.4 spot, up 0.1 to 8.2 from last year’s 8.1. to 7.9 from last year’s 7.4, but still not Gulfstream also retained its lead in Dassault (Falcon) 7.7 7.8 -0.1 7.0 7.7 7.9 6.0 7.9 8.2 7.5 8.3 7.6 8.5 Last year, Cessna claimed the third- enough to budge turboprop-category the Older Business Jets category, with place spot with a 7.7 overall average favorite Mitsubishi off its longtime first- an 8.1 overall average, down 0.1 from Inside: Bombardier (Challenger) 7.6 7.7 -0.1 7.1 7.0 7.3 6.2 7.6 8.1 7.6 8.6 7.7 8.4 (tied with Bombardier’s Challengers), place perch. This year, the MU-2 manu- last year’s 8.2. Bombardier made a sig- Bombardier (Global) 7.6 7.5 0.1 7.3 7.3 7.4 5.8 7.8 7.9 7.8 8.3 8.0 8.2 but Bombardier’s Learjet division leap- facturer’s overall average climbed 0.1 to nificant move into second place, with Overall Average Ratings ...........................20 Hawker Beechcraft (Premier, frogged over Cessna this year with a 7.9 9.4, the highest rating received by any air- all three marques tied for the same 7.7 2013 Category Ratings .............................21 6.8 7.1 -0.3 6.9 6.2 6.3 5.7 7.1 5.5 6.4 7.7 7.8 7.8 Beechjet 400/400A, Hawker 400XP) that carried Learjet into third place. Nev- craft manufacturer in the 2013 survey. rating. (Last year the Global series did OEMs Outline Support Improvements ......22 ertheless, Cessna did improve this year to In the rotorcraft arena, overall aver- not receive enough ratings for inclu- Methodology ............................................22 Hawker Beechcraft (Hawker) 6.7 7.2 -0.5 6.7 5.8 6.0 6.1 5.9 6.3 7.2 6.9 7.7 7.9 Above and Beyond ...................................28 an overall average of 7.8 and fourth place, ages in this year’s survey unaccountably sion, hence the N/A in the 2012 col- OLDER BUSINESS JETS climbing 0.1 over last year. dropped, but Bell Helicopter retained umn.) The Challenger series retained its Gulfstream’s midsize jets climbed by 0.2 its lead with a rating of 7.1, followed by Gulfstream (GII-GV, G300-G550) 8.1 8.2 -0.1 8.0 7.6 8.3 6.0 8.6 7.8 8.3 8.5 8.5 9.1 points, to 7.7 and fifth place this year, the AgustaWestland at 6.5, both enjoying Bombardier (Challenger) 7.7 7.7 0.0 6.8 7.3 7.7 6.5 8.0 7.7 8.1 8.0 8.3 8.7 same position the aircraft held last year. the same ranking as last year. Sikorsky Combined Overall Average Ratings of Newer and Older Aircraft Bombardier (Global) 7.7 N/A N/A 6.8 7.2 7.1 6.1 7.9 7.5 8.0 9.5 8.4 8.3 www.ainonline.com Dassault Falcon’s overall average dropped and Eurocopter switched places, with www.ainonline.com The chart below provides the overall average rating of each manufacturer when Rating Bombardier (Learjet) 7.7 7.1 0.6 7.9 7.7 7.7 5.7 7.7 7.2 8.2 8.5 7.9 8.3 0.1 to 7.5 this year, not enough to push Sikorsky moving up to third place and Overall Overall the newer and older aircraft scores are combined. This gives OEMs and readers Change past Bombardier’s Challenger and Global Eurocopter dropping to fourth. a glimpse of a manufacturer’s overall support ratings for all its products. The Average Average Cessna (Citation) 7.7 7.4 0.3 7.1 7.2 7.9 6.0 7.9 7.7 7.9 8.1 7.9 8.5 from models, which tied at 7.6 and sixth place. While there are other manufactur- chart is broken down by jets and turboprops, as the level of service and support 2013 2012 can vary widely between the two segments. 2012-2013 Dassault (Falcon) 7.4 7.4 0.0 6.3 7.3 7.6 5.6 7.6 7.2 7.5 8.1 7.6 8.6 The former Hawker Beechcraft jets ers of jets and pressurized turboprops, dropped to an overall average of 6.9, not enough ratings were received from Jets Hawker Beechcraft (Hawker) 7.2 7.0 0.2 6.3 6.7 6.5 5.3 7.3 7.6 7.5 8.0 8.2 8.4 likely further reflection of the chal- AIN readers to include them in the over- Gulfstream (GII-GV, G300-G650) 8.3 8.2 0.1 Hawker Beechcraft (Diamond, Premier, 7.0 7.3 -0.3 6.4 7.2 6.7 5.5 6.4 7.1 6.8 8.1 8.1 7.7 lenges the manufacturer faced as it went all average results.
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