ENAIRE reaches an all-time high in customer-perceived quality
ENAIRE, Spain’s air navigation service provider, has achieved a customer-perceived quality level of 81.1 per cent, the highest value in its historical series for the third consecutive year, surpassing the target set in its Strategic Plan (Flight Plan 2025) by 3.1 percentage points and closing the year with an accumulated increase of 11.6 per cent since 2020.
The perceived quality score is calculated annually using perceived quality surveys for each customer segment, depending on the services provided by the entity. In addition, in-person interviews are used to analyse the priority expectations and demands, which are relayed to the organisation’s Customer Plan. In 2025, the surveys covered the airport and general aviation segments, while in 2024 the corresponding surveys were conducted for pilots and commercial airlines.
