EasyJet 2014 Annual Report Download - page 20
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18 easyJet plc Annual report and accounts 2014
Key performance indicators
Measuring our performance
SAFETY FIRST
FOCUS ON OUR CUSTOMERS
FOCUS ON OUR PEOPLE
No compromise on safety
We will never compromise
our commitment to safety,
which is always the first
priority for our people.
We are committed to
making travel easy and
affordable and providing
friendly service to
our customers.
We are committed to
listening to our people
and engaging with them
to improve what we do
and how we do it.
49-51
See Corporate Responsibility
for more information
38-43
See Corporate Responsibility
for more information
Composite risk value (CRV)
0.3
0.6
0.9
1.2
Jul
12
May
12
Mar
12
Jan
12
Nov
11
Sep
11
Jul
13
May
13
Mar
13
Jan
13
Nov
12
Sep
12
Mar
14
May
14
Jul
14
Sep
14
Jan
14
Nov
13
Sep
13
Jul
11
May
11
Mar
11
Nov
10
Sep
10
Jan
11
Overall customer
satisfaction*
%
71
2010 2011 2012 2013 2014
76 80 80 78
On-time
performance
%
66
2010 2011 2012 2013 2014
79
88 87 85
Likely to
recommend
%
80
2010 2011 2012 2013 2014
82 84 86 85
Employee
turnover
%
7.6
2010 2011 2012 2013 2014
9.7
7.5
6.5 6.7
Employee
engagement
uSay*
%
20112010 2012 2013 2014
23
40 37
53
* In 2013 we undertook a review and subsequently decided to
commission a new supplier to conduct the survey. As a result,
the survey was delayed until early in 2014.
* Results prior to 2014 have been recalibrated to be consistent with the survey basis adopted in 2014.