Jonas Butautis, CEO of FL Technics, provided another thought-provoking speech to kick off our second MRO Regional conference here in Vilnius. Thanks Jonas!
He and the FL Technics team conducted a survey of airline buyers--mostly CEOs, managing directors and technical directors--who use MROs in Eastern Europe, the Baltics or Russia.
When asked what the biggest factor will be to shape the MRO region here in the region over the next five years, the number one response was MRO consolidation. There is airframe MRO overcapacity here in the region, despite "hangar mania," says Jonas.
One of the most striking answers came from the question about customer satisfaction. FL Technics' survey found 87% of customers reported an average or poor mark for MRO service in the region. This is an incredible figure, which could be based on the number of former government facilities that were privatized, base loading that could compromise true third-party service, the ex-Soviet Union mentality that wasn't build on customer service, and that airlines have learned about better service options faster than MROs here have adapted, points out Jonas.
His key advice: listen to your customers and really hear what they're saying. How many of you are doing that?