View down the isle of an airplane with rows of passengers seated

Exceptional experiences take flight

Customer satisfaction increases for Honeywell

Business Challenge

A global leader in aircraft parts, Honeywell Aerospace saw a decrease in customer satisfaction and an increase in customer complaints. Honeywell partnered with Strativity to transform the Aerospace division from product-centric to customer-centric.

Path to Change

Strativity created a customer support program to manage the entire portfolio of technical questions. A Customer Call Center Assessment led to a customer support program to manage the entire portfolio of technical questions. Strativity delivered an aerospace customer service training course to over 500 participants.

Results

Customer satisfaction improved by 20% in 12 months. Honeywell experienced double-digit sales growth two years in a row; also acquiring new business totaling over $16 billion.

Client Experience

“Strativity insights coupled with a no-nonsense methodology provided the Aerospace Leadership team with a new ‘lens’ and set of tools to execute our initiatives with a clear customer experience focus.”

Michael M. Mueller, Director, Global Order Management / AEROSPACE, Honeywell International

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