27th Jul 2015
Reacting to Ryanair’s announcement that its full-year profit rose by 66 percent to £614m, Jo Causon, CEO of the Institute of Customer Service, argues that ‘today’s news suggests Ryanair may be taxi-ing for take-off, but the company is not airborne yet’. She says:
“When it comes to its relationship with passengers Ryanair has hardly been a stranger to controversy, so the company’s latest figures are an encouraging sign that by focusing on ‘Always Getting Better’, it is moving in the right direction. It is clear from these results that dedicated customer service programmes can attract new customers and have a significant impact on the bottom line.”
The latest UK Customer Satisfaction Index (UKCSI) reveals a strong link between improving levels of customer satisfaction and business performance. It shows, for example, that 95% of customers are highly loyal if they get the customer service they expect. Additionally, 83% of those who say they are highly satisfied with the service they receive, also claim they will trust the brand over a long period of time.
“Ryanair’s results are very promising but for to retain the trust they have begun to build with their customers and to reap the financial reward, Ryanair must make sure customer service is kept as a long term priority.”
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The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers' experience and their own business performance. The Institute is a membership body with a community of over 400 organisational members - from the private, public and third sectors - and over 5,000 individual memberships.
For more information about the Institute of Customer Service go to www.instituteofcustomerservice.com