FOCUS - Our Resolution, Your Satisfaction
The Intelligence business cluster of Airbus Defence and Space is recognized as a leading provider of first-class satellite imagery and geoinformation services worldwide.
But for us, this alone is not enough: we strive to be our Customer’s first choice at all times and set the highest standards for product delivery and customer care.
This is why we launched the Customer Satisfaction Improvement Programme, FOCUS.
This initiative is a core element of our corporate strategy, helping Airbus DS Geo-Intelligence unlock the full potential of our unique constellation assets and our expertise - for the benefit of our Customers and Partners worldwide.
Dr. Bernhard BRENNER
Senior Vice President, Head of Intelligence
Above all, we place Customer value, satisfaction and service at the heart of everything we do!"
Our Customer Charter
The cornerstone of FOCUS is the Customer Charter, which defines what you, our Customer, should expect as we do business together and build relationships.
FOCUS Customer Charter updated version is now available!
Our Customer satisfaction improvement programme in Intelligence is going on. In order to provide everyone with a shared understanding of FOCUS and the new activities of Intelligence, Customer Charter was updated. It outlines a clear set of principles and expectations, as a reference point upon which we base our behaviour and ways of working to enhance business and build robust and mutual trust with our Customers.
FOCUS is also based on several initiatives and measurement actions for continuous improvement around five dimensions:
Customer Relationship & Overall Customer Experience
Sales & Commercial
Definition of Products
Delivery of Products/Projects
Support & Services
One of the first FOCUS initiatives was a Customer survey assessing our client’s overall experience and business relationship with us. We are very proud to find that more than 90% of the survey participants are fully satisfied with our products and services and the way we provide them.
Please see the excellent results of this survey here...