No. 1 Independent FBO in 2011 According to Professional Pilot Magazine
Posted on Jul 25, 2011
Waterford, Mich., April 21, 2011 - Pentastar Aviation’s KPTK location was recently voted theNo. 1 Independent FBO and No. 2 U.S. FBO in the 2011 Professional Pilot MagazinePRASE Survey. This was the first year that the survey excluded chains with less than three locations from the “FBO chain” category. Pentastar received the No. 1 ranking in this category in 2010.
Pentastar Aviation’s facility at KPTK was also voted No. 4 on the Aviation International News list of Best U.S. FBOs, which ranks the top 40 FBOs. While, this year’s results mark an improvement over last year’s fifth place ranking, Pentastar has been ranked in the top five FBOs in AIN for the past five consecutive years.
“A number one ranking is very important to us,” said Bob Sarazin, Vice President of FBO services, Pentastar Aviation. “Top rankings in the AIN and Pro Pilot surveys let us know we’re providing our customers with exceptional service. Each year we implement new initiatives to improve customer service, using the survey results as a benchmark.”
In 2009, Pentastar introduced internal surveys of FBO customers. Nearly 1,100 of those internal surveys were returned by customers from both the KPTK and VNY locations in 2010. Of those responses, 100 percent indicated that they would recommend Pentastar Aviation as a preferred FBO. Pentastar also uses feedback from maintenance, management and charter customers to continuously improve the overall customer service experience. Results are reviewed monthly by the executive management team, including quarterly reviews with Pentastar Aviation Owner Edsel B. Ford, II.
“We really listen to our customers,” said Kellie Rittenhouse, Director of Customer Relations, Pentastar Aviation. “Our survey process gives them a direct line to our leadership team. The overwhelmingly positive responses let us know we’re on the right track.”
For nearly 50 years, Pentastar Aviation has been a leader in the world of business aviation. Pentastar Aviation provides award-winning aircraft maintenance, aircraft management services, aviation advisors, avionics design/installation/repair and aircraft charter through Pentastar Aviation Charter, Inc. Pentastar’s repair station received Airframe Class 3 and 4 Ratings from the FAA in January 2009 and boasts one of the most expansive and well-equipped facilities in the nation. Pentastar Aviation’s world-class FBOs at Oakland County International provide exceptional customer service and amenities to regional, continental and global travelers. Both FBO locations are proud to offer Avfuel branded fuels.