EasyJet 2015 Annual Report Download - page 47

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Strategic report Governance Accounts
43
www.easyJet.com
easyJet has put significant focus on the mobile offering over the
past two years, with an award-winning app that enables mobile
hosting through the airport, disruption notification live with the
ability to change flights, and saved personal data such as
payment details. Recently added features include a passport
scanning function to add passenger information and the use of
Apple's finger print 'Touch ID' technology to retrieve previously
submitted information. easyJet also created an Apple Watch app
to coincide with Apple's launch of the device, extending the
functionality of the easyJet app.
easyJet will be investing substantially in its digital platform over
the next three years, as it continues to innovate and maintain its
leadership position in the sector. easyJet is working to develop
the first fully-integrated e-commerce platform in the airline
industry.
easyJet has also continued to innovate in other areas across the
business. In June easyJet showcased new technology such as
engineering drones and prognostics software. easyJet is also
investing in research around Artificial Intelligence to exploit the
large amounts of data generated by our operations.
On-time performance
easyJet is focused on delivering solid operational performance.
This is reflected in all its operating procedures, without
compromising safety. easyJet recognises departing and arriving
on time is the main influence on customer satisfaction. It
therefore considers ways to improve how it delivers the best
performance and can meet its aim of being a leading airline for
performance and customer service. For example, easyJet's
customer experience improvement plan, Triple C – Customer,
Communication, and Consistency involves working with its
ground handling partners to improve the boarding process,
which is an important factor in achieving punctuality and
customer satisfaction.
This year on-time performance (arrivals within 15 minutes of the
scheduled time) was 80%, despite an operationally challenging
year which included many external events outside of easyJet's
control. The growth in demand for air travel has led to an
increase in airport and airspace congestion which has caused
delays. This has put pressure on easyJet's busy operation,
particularly at London Gatwick and in the Greek islands. A fire in
the Rome Fiumicino terminal in May 2015 also heavily affected
the operation, as well as other airlines' operation, due to
restrictions on capacity applied by the authorities. easyJet was
required to cancel over 1,000 flights and other flights had to be
temporarily transferred to Ciampino, Rome's secondary airport.
Overall, the weather was less disruptive than previous years, with
a relatively mild and calm winter and less volatile summer storms.
The operation was also adversely affected by air traffic control
strike action mainly in the French and Italian airspace, most
notably the French strike in April 2015 which led to over 600
flight cancellations over the two-day period.
Customer satisfaction
easyJet runs an extensive 'voice of the customer' programme,
based on customer satisfaction surveys (which customers are
invited to complete shortly after taking a flight) and the online
community of customers.
20152014201320122011
75
78
80
80
76
CUSTOMER SATISFACTION* (%)
-3ppt
from 2014
75%
20152014201320122011
80
85
87
88
79
ON-TIME PERFORMANCE (%)
-5ppt
from 2014
80%
The customer satisfaction survey covers all aspects of the
customer journey from the booking experience through to
arrivals. easyJet received over 390,000 responses last year. The
online community has over 900 members: over 500 in the UK,
more than 150 each in France and Italy, and over 120 in
Switzerland. easyJet has gathered feedback from community
members on over 50 topics about many aspects of the
customer experience.
This year has seen periods of lower on-time performance,
including instances due to factors outside of easyJet's control,
such as industrial action by air traffic controllers. This has
resulted in a fall in customer satisfaction to 75% at the end
of September 2015.
easyJet has launched a new survey for customers whose flights
are disrupted by a long delay, a diversion or cancellation. It
wants to better understand how to improve the management
of these incidents and minimise the impact on the overall
customer experience.
* Results prior to 2014 have been recalibrated to be consistent with the
survey basis adopted in 2014.