JBT GSE Customer Care Survey

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* 2. Which best describes your organizations function?

Commercial Airline

Freight Airline

3rd Party Ground Handler

MRO

Parts Distributor

3rd Party Maintenance Provider

Other (please specify)

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* 3. Which of the following best describes your job function?

Senior Management

Department Management

Purchasing

GSE Maintenance

GSE Operator

Engineering

Other (please specify)

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* 4. How often do you communicate with JBT?

Frequently (more than once per week)

Periodically (more than once per month)

Intermittently (more than once per quarter)

Infrequently (once per year or less)

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* 5. How do you rate JBT Service Parts performance against other suppliers?

	Needs Significant Improvement	Below Average	Average	Above Average	Excellent	N/A
Quality of Parts	Quality of Parts Needs Significant Improvement	Quality of Parts Below Average	Quality of Parts Average	Quality of Parts Above Average	Quality of Parts Excellent	Quality of Parts N/A
Parts Availability	Parts Availability Needs Significant Improvement	Parts Availability Below Average	Parts Availability Average	Parts Availability Above Average	Parts Availability Excellent	Parts Availability N/A
Accessibility of Staff & Resources	Accessibility of Staff & Resources Needs Significant Improvement	Accessibility of Staff & Resources Below Average	Accessibility of Staff & Resources Average	Accessibility of Staff & Resources Above Average	Accessibility of Staff & Resources Excellent	Accessibility of Staff & Resources N/A
Level of Service	Level of Service Needs Significant Improvement	Level of Service Below Average	Level of Service Average	Level of Service Above Average	Level of Service Excellent	Level of Service N/A
Ease of Placing an Order	Ease of Placing an Order Needs Significant Improvement	Ease of Placing an Order Below Average	Ease of Placing an Order Average	Ease of Placing an Order Above Average	Ease of Placing an Order Excellent	Ease of Placing an Order N/A
Spare Parts Costs	Spare Parts Costs Needs Significant Improvement	Spare Parts Costs Below Average	Spare Parts Costs Average	Spare Parts Costs Above Average	Spare Parts Costs Excellent	Spare Parts Costs N/A

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* 6. How important are the following factors to you and your company in your Spare Parts decision making? Please rank them in order of importance. (1 being the most important and 4 being the least important)

Parts Pricing

Level of Service (knowledgeability of staff and eagerness to help)

Parts Quality

Parts Availability (time from order to part in hand)

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* 7. Have you ordered parts from JBT using our eCommerce website? If so, please rate your experience using this site.

Difficult to use

Below average experience

Average

Above average

Excellent site, easy to use

No, have not used this site

If you are interested in signing up for free access to our parts ordering website please visit www.jbtaerotechdirect.com or provide your email address below.

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* 8. Please add a general comment about your impression or experience ordering parts from JBT.

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* 9. How would you rate JBT Field Service performance against your expectations?

	Requires Significant Improvement	Below Average	Average	Above Average	Excellent	N/A
Performance & Quality of Work	Performance & Quality of Work Requires Significant Improvement	Performance & Quality of Work Below Average	Performance & Quality of Work Average	Performance & Quality of Work Above Average	Performance & Quality of Work Excellent	Performance & Quality of Work N/A
Speed of Response	Speed of Response Requires Significant Improvement	Speed of Response Below Average	Speed of Response Average	Speed of Response Above Average	Speed of Response Excellent	Speed of Response N/A
Accessibility of Staff and Resources	Accessibility of Staff and Resources Requires Significant Improvement	Accessibility of Staff and Resources Below Average	Accessibility of Staff and Resources Average	Accessibility of Staff and Resources Above Average	Accessibility of Staff and Resources Excellent	Accessibility of Staff and Resources N/A
Level of Service	Level of Service Requires Significant Improvement	Level of Service Below Average	Level of Service Average	Level of Service Above Average	Level of Service Excellent	Level of Service N/A
Service Pricing	Service Pricing Requires Significant Improvement	Service Pricing Below Average	Service Pricing Average	Service Pricing Above Average	Service Pricing Excellent	Service Pricing N/A
Technical Knowledge	Technical Knowledge Requires Significant Improvement	Technical Knowledge Below Average	Technical Knowledge Average	Technical Knowledge Above Average	Technical Knowledge Excellent	Technical Knowledge N/A

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* 10. How important are the following factors to you and your company in making Service/ Maintenance support purchase decisions? Please rank them in order of importance. (1 being the most important and 5 being the least important)

Service Pricing

Technical Knowledge

Performance & Quality of Work

Speed of Response

Accessibility to Staff and Resources

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* 11. How do you view JBT's warranty support program?

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* 12. Please leave a comment with your impression or experience with JBT Field Service.

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* 13. How familar are you with JBT GSE Equipment Refurbishment program & capabilities?

Not familiar

Vaguely familiar

Familiar

Have had equipment refurbished by JBT

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* 14. How interested would you be in utilizing JBT to refurbish your JBT equipment?

Not interested

Little Interest

Interested

Very Interested

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* 15. Please add a comment in regards to JBT's refurbishment program.

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* 16. Please provide some general comments with your thoughts on JBT's customer service performance. How can we better meet your customer service expectations?

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* 17. Thank you very much for taking the time to answer this survey. Please leave your Name, Company and Contact information below so we may follow up and enter you into our quarterly prize drawing.

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* 1. How likely is it that you would recommend JBT's Products and Services to a friend or colleague?

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* 2. Which best describes your organizations function?

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* 3. Which of the following best describes your job function?

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* 4. How often do you communicate with JBT?

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* 5. How do you rate JBT Service Parts performance against other suppliers?

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* 6. How important are the following factors to you and your company in your Spare Parts decision making? Please rank them in order of importance. (1 being the most important and 4 being the least important)

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* 7. Have you ordered parts from JBT using our eCommerce website? If so, please rate your experience using this site.

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* 8. Please add a general comment about your impression or experience ordering parts from JBT.

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* 9. How would you rate JBT Field Service performance against your expectations?

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* 10. How important are the following factors to you and your company in making Service/ Maintenance support purchase decisions? Please rank them in order of importance. (1 being the most important and 5 being the least important)

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* 11. How do you view JBT's warranty support program?

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* 12. Please leave a comment with your impression or experience with JBT Field Service.

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* 13. How familar are you with JBT GSE Equipment Refurbishment program & capabilities?

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* 14. How interested would you be in utilizing JBT to refurbish your JBT equipment?

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* 15. Please add a comment in regards to JBT's refurbishment program.

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* 16. Please provide some general comments with your thoughts on JBT's customer service performance. How can we better meet your customer service expectations?

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* 17. Thank you very much for taking the time to answer this survey. Please leave your Name, Company and Contact information below so we may follow up and enter you into our quarterly prize drawing.