MSG-3 Customer Satisfaction Survey

Dear Customer:

As the manager of Cessna Aircraft Company, I want to thank you for giving us the opportunity to serve you. Please help us serve you better by taking a couple of minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations.

Sincerely,

Mark Baker

Manager

In thinking about your most recent experience with Cessna Aircraft Company, was the quality of customer service you received:

If you indicated that the customer service was unsatisfactory, would you please describe what happened?

The process for getting your concerns resolved was:

Would you please take a few minutes to describe what happened?

Now please think about the features and benefits derived from the incorporation of MSG-3 principals into the certification process of the Citation Sovereign. How satisfied are you with the aircraft's scheduled maintenance program:

Would you please take a few minutes to describe why you are not satisfied with the product?

Customer Service Representative

The following questions pertain to the customer service representative you spoke with most recently. Please indicate whether you agree or disagree with the following statements

Are there any other comments about the customer service representative you would like to add?

The Process

The following questions pertain to the aircraft delivery process by which your most recent service contract was handled. Please indicate whether you agree or disagree with the following statements.

	Very Satisfied	Somewhat Satisfied	Neutral	Somewhat Dissatisfied	Very Dissatisfied
Considering the total package offered by Cessna Aircraft Company including customer service, aircraft scheduled maintenance features and benefits, and direct operating cost; how satisfied are you with Citation Sovereign Maintenance Package?

Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.

If you have any comments or concerns about this survey please Contact: -

Cessna Aircraft Company

Mark Baker

123 Aircraft Lane

Wichita, KS 12345