ENAIRE achieves its highest-ever score in the study of perceived quality by its customers

ENAIRE, Spain's national air navigation service provider, has a perceived quality amongst its customers of 77.2%, the highest value in its history, with an increase of 2.6% compared to the previous year and exceeding the target of 76% laid out in its strategic plan.

The score is calculated using perceived quality surveys for each customer segment, depending on the services provided by the entity. In addition, in-person interviews are used to analyse the priority expectations and demands, which are relayed to the organisation's Customer Plan.

Spanish airports gave ENAIRE a score of 91.2%, the highest in the history of ENAIRE. This score assesses the perceived quality of the services provided by ENAIRE involving air control, traffic management, communications, navigation and surveillance, the design of airspace procedures, manoeuvres, and more.

With regard to the scores given by airports, the aerodrome ATC services stand out, and specifically the control tower services, which were rated at 4.8 out of 5, with a level of perceived quality that was 9% higher than in the previous survey carried out in 2021.

In all these services, the customer surveys highlight the professionalism and collaboration of ENAIRE staff and their coordination with airports, as well as the improved reporting on the status of projects.

Assessment of general and sports aviation

In addition, in 2023, a perceived quality survey was administered to general and sports aviation users who, represented by the leading national associations and federations, gave the services provided by ENAIRE a score of 76.4%, 19% higher than in the previous year.

Of note is the score involving ENAIRE's management and collaboration with its customers, which reached 95% in 2023 and reflects ENAIRE's strategic decision to collaborate with this type of aviation user and the work of all the departments concerned.

Thanks to this commitment, for the first time since the Net Promoter Score indicator for this sector has been measured, a positive result was reached (+50).

Methodology

ENAIRE studies and analyses the level of perceived quality (LPQ) of the services it provides annually with different customer segments. On an alternating basis, it surveys airlines and pilots in even years, and airports and general aviation in odd years.

These studies are conducted in order to determine the needs and expectations of customers while complying with one of the requirements of the ENAIRE Management System, which is certified as per the UNE-EN ISO 9001 standard. Their results are also used in a company-wide Action Plan whose aim is to promote continuous improvement.

About ENAIRE

ENAIRE is the air navigation service provider in Spain.

As a company of the Ministry of Sustainable Transport and Mobility, it provides en route control services for all flights and overflights from five control centres in Madrid, Barcelona, Seville, Gran Canaria and Palma, as well as approach services to every airport in the country.

In addition, 46 airports receive communication, navigation and surveillance services from ENAIRE, which also maintains their air traffic control systems, and 21 of them, including the country's busiest airports, rely on its aerodrome air traffic control services.

ENAIRE is Europe's fourth largest air traffic manager and participates in the A6 Alliance, a coalition of air navigation providers responsible for over 80% of European air traffic, and which is seeking to modernise the air traffic management system. It is also a member of other international alliances promoting the Single European sky, such as SESAR Joint Undertaking, SESAR Deployment Manager, iTEC, CANSO and ICAO.

ENAIRE, as the responsible agency identified by the Ministry of Sustainable Transport and Mobility to implement the U-Space system in Spain, will, through its digital platform, provide the Common Information Services (CIS), which are essential to facilitate U-space services to drones and Urban Air Mobility in cooperation with local air traffic services, so that all types of aircraft can fly safely in the same airspace.

ENAIRE has received the highest score in Europe on the aviation safety key performance indicator for three years in a row. It has also been awarded the EFQM 500 Seal for its safe, efficient, innovative and sustainable management of air navigation services.