EasyJet 2014 Annual Report Download - page 51

Download and view the complete annual report

Please find page 51 of the 2014 EasyJet annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 140

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93
  • 94
  • 95
  • 96
  • 97
  • 98
  • 99
  • 100
  • 101
  • 102
  • 103
  • 104
  • 105
  • 106
  • 107
  • 108
  • 109
  • 110
  • 111
  • 112
  • 113
  • 114
  • 115
  • 116
  • 117
  • 118
  • 119
  • 120
  • 121
  • 122
  • 123
  • 124
  • 125
  • 126
  • 127
  • 128
  • 129
  • 130
  • 131
  • 132
  • 133
  • 134
  • 135
  • 136
  • 137
  • 138
  • 139
  • 140

OUR CUSTOMERS
easyJet is passionate about connecting people
by making travel easy and affordable. At easyJet,
service is focused on the customer, with an
emphasis on creating a friendly experience.
Our Customer Charter, co-created with over
300 employees including pilots, cabin crew and
contact centre employees, was published in 2013
and sets out what customers should expect when
they travel with us:
• Safety first, we never compromise
• On your side, we see it from your point of view
• A big smile, friendly service is our passion
• Make it easy, at every step
• Open and upfront, we will always be straight with you
• Customer at the heart of easyJet
We are continually working to embed our Customer
Charter commitments across the Company to ensure
we live them on a day-to-day basis. Integral to this is
understanding how we can support our people to deliver
them. To this end a particular initiative this year has been
to help our senior managers and administrators gain a
better understanding of what it is like to work in a contact
centre or customer service team. We achieved this by
establishing a temporary call centre in Luton for a week.
167 of our directors, managers and administrators answered
live calls giving them first-hand experience of what is
involved. They were supported by contact centre agents
from India and Poland.
We believe that our ongoing focus on embedding and
communicating our Customer Charter is having an impact.
We are proud to be able to report that 97% of our people
who took part in our employee engagement survey
(4,649 participants in 2014) agreed that they understood
how important it was to make sure our customers had
a great easyJet experience. In addition, 86% agreed they
understood how they could deliver the promises in the
Customer Charter.
Our Customer Charter also drives us to continually improve
the customer experience. This year we have concentrated
in particular on improving customer service at airports and
developing technology to enable us to provide customers
with better real-time information at times of disruption.
Improving customer service at airports
Improving customer services at airports has been driven
through our Triple C programme (Customer, Communication,
Consistency). With approximately 20,000 people
representing easyJet in airports throughout our network,
it is important they feel connected to easyJet and bring
to life the brand experience in the airport so it mirrors the
on-board experience. The Triple C programme has included
customer host training, improved communication and
ongoing engagement of ground crew to drive more
consistent and improved interaction with customers.
Our customer satisfaction data for staff friendliness has
shown overall improvements over the past year, suggesting
the programme is starting to have an impact. In particular,
friendliness satisfaction in relation to our people at bag
drop has shown significant improvements rising eight
percentage points to 80%. To support the Triple C
programme we have sought to reduce customer waiting
times and have introduced customer hosts at the bag drop
in our 30 largest operations. These initiatives are supported
by the introduction of our Customer Services Manual which
sets out the policies and procedures ground handlers
are expected to follow.
Satisfaction with staff friendliness
70%
80%
90%
100%
Jan
14
Dec
13
Nov
12
Oct
13
Sep
13
Aug
13
Jul
14
Jun
14
May
14
Apr
14
Mar
14
Feb
14
Sep
14
Aug
14
Jul
13
Jun
13
May
13
Mar
13
Feb
13
Apr
13
Bag drop staff Boarding staff Cabin crew
www.easyJet.com 49
Strategic report