The importance of customer feedback
One thing that is very important to us as a company and to our product development process is the feedback we receive from customers. It tells us if we are doing the right things and moving in the right direction with our products and it tells us where we need to make improvements. We provide several avenues for you to do this such as calling in, sending an email through our feedback form on the Aspen website, visiting with us at trade shows and demo events at your local airport. I’ve also received some feedback through this blog, which you can see in the comments. The Customer Gallery is yet another avenue for you as a customer to provide your insight on being an Aspen customer.
I can tell you that we do listen. Here’s what happens to your feedback: When you call or send an email with a comment or suggestion, that information goes directly to our product marketing and product development team. Each and every request is evaluated against all the others and in relation to overall product development schedules. Based on resources and overall development plans, the requests are ranked and grouped and then placed into release schedules as appropriate. I’m certain you can understand it is not always possible to fit every request into the scheduled releases, but we try!
Receiving feedback from customers also presents the opportunity to communicate back to all customers with helpful information. Responding to feedback from one customer can be a great way to educate many others. This blog entry is inspired by this very thing. We received some comments from a customer who recently submitted his aircraft to our Customer Gallery (http://www.aspenavionics.com/index.php/customergallery/n326dp/). I’d like to take the opportunity to share my response to him so that you may learn from it as well.
Here’s what David had to say:
“Selecting charts is not intuitive, at least to me. I’m sure there will be improvements but the pilot-ASPEN interface needs some improvement. My biggest gripe is the color selection when inputting a new airport identifier to call up its charts. The color (cyan or whatever) is nearly impossible to see and when rotating the left knob to change the letter it is strictly a gamble if you get the correct letter. Also, when can’t you back step to the previous letter position if you make an error? And why isn’t some automation involved, automatically display the departure airport until airborne, then switch to the destination airport, or the next flight plan waypoint if it’s an airport?”
One of the things we did when we designed the Evolution System was to try to give the pilot more than one way to access information, including a couple of different ways to directly access information from the map. When it comes to charts, I personally find it easiest to access charts using the map interface, rather than entering the text airport identifier. On the ground at my departure airport I’ll use the map INFO function to highlight the departure airport, and then select the charts Hotkey to take me directly to the charts for that airport. Once on the chart page, rotating the right knob lets me quickly get to the chart I want.
In the air, I’ll do the same thing to look at charts for nearby airports, or I’ll pan ahead to my destination and select the destination airport charts. I don’t find myself using the text entry unless I’m looking for information for an airport that is well away from where I am, or my current route.
I hope that you find this information helpful. Please keep the feedback coming—It is invaluable!