EasyJet 2014 Annual Report Download - page 52

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Corporate responsibility continued
Using digital technology to transform our customers’
experience during disruption
We fly up to 1,400 sectors each day across Europe.
Disruption can therefore have a significant impact on
both our operations and our customers’ experience. We
want to provide our customers with the best available
information at times of disruption, supported by open and
transparent information in line with our Customer Charter.
As a result we have introduced a number of new measures
to improve information availability and access.
• We have introduced an innovative flight tracker
tool across easyJet.com and our app which enables
customers to track their flight status and keep in
touch on the move.
• We have achieved an industry first by connecting
our Operation Control Centre at Luton directly with
customers so they can keep in touch with “live updates”.
• We have added “push notifications” to our mobile app
which has been downloaded more than 10 million times
so customers can opt into being alerted when there is
new information.
• We have formed an innovative partnership with Flight
Radar 24, which allows customers to track the live
location of our flights across Europe. This is also of
benefit to friends and relatives who can see the location
of incoming flights.
We will continue to look at further ways to improve
our customers’ experience during disruption using digital
technology both through mobile, easyJet.com and within
the airport environment.
On-time performance
Strong operational performance is critical to easyJet.
Ensuring the aircraft depart and arrive on time minimises
the cost of disruption, improves customer satisfaction
and promotes repeat purchases.
easyJet works hard to maintain strong on-time
performance and has sought to lead the industry in
this area. For example, to maintain punctuality during
the roll-out of allocated seating, the ‘easyJet turn’
programme was introduced. This involved working with
pilots, cabin crew and ground handling partners to review
all policies and procedures associated with turning round
an aircraft, and unnecessary processes were removed and
operations streamlined.
This year has seen a small drop in on-time performance
from previous years due to unusually high levels of
disruption across the network. These have been largely
out of our control. Bad weather has caused disruption,
including flooding at Gatwick Airport on Christmas Eve,
and further disruption has been caused by strike action of
certain air traffic control staff. Maintaining strong on-time
performance remains incredibly important to us and we
will continue to do everything within our control to maintain
punctual services.
Customer satisfaction
We seek regular feedback from customers through our
customer satisfaction surveys, which customers are invited
to complete shortly after taking their flight. We receive
feedback from over 400,000 customers each year,
covering all aspects of the customer journey from booking
to arrival. In addition, we have an established online
customer community – a forum of over 3,000 customers
who participate in online discussions that help shape
customer service improvement initiatives. Last year we
ran 87 discussions via the forum on a wide range of
topics, including allocated seating and business travel.
On-time performance
%
20112010 2012 2013 2014
79
66
88 87 85
85%
Overall customer satisfaction*
%
20112010 2012 2013 2014
80 80 78
78%
* Results prior to 2014 have been recalibrated to be consistent with the
survey basis adopted in 2014.
50 easyJet plc Annual report and accounts 2014