Good Customer Service = Good Business Practice

The Federal Aviation Administration (FAA) has begun a new customer-service initiative that provides written guidance and training to all managers and supervisors in our Regulation and Certification offices throughout the country on applying FAA rules and policies in a standard, consistent manner.

• Program builds on efforts that helped make FAA the most improved government agency -- a gain of 9 points -- in the 2002 American Customer Satisfaction Index survey.
• Customers have the right to ask for review on any inspector’s decision made in the regulatory or certification process without fear of retribution.
• Information on how to do this — names, titles, and phone numbers — will be prominently displayed on the Internet and in all FAA regional and field offices.

Goals of FAA's Customer Service Initiative

• Promote more consistency and fairness in applying FAA regulations.
• Promote earlier resolution of disagreements.
• Better document regulation and certification decisions.
• Make every FAA employee accountable for achieving the agency's mission.

• Service that promotes a safe, secure and efficient aviation system
• Considerate, respectful and professional service
• Clear explanation of the requirements, alternatives and possible outcomes associated with their inquiry or request
• Timely and complete responses to inquiries and requests
• Clear explanation of FAA decisions
• An environment where FAA decisions can be questioned or challenged without fear of retribution
• Fair and careful consideration of their issue
• Clear guidance on elevating concerns to the next-highest level of FAA authority

• Understand that safety is the FAA's first priority
• Display the same level of professionalism they expect from the FAA
• Provide all pertinent information in a timely manner
• Use the FAA's established "chain of command" to elevate concerns