CUSTOMER STORY
Ryanair prioritizes customers with actionable feedback
Learn how Ryanair uses SurveyMonkey to understand every stage of its customer experience and act on insights, fast.
OVERVIEW
Ryanair is part of Europe’s largest airline group, connecting travelers to over 240 destinations in over 40 countries. Committed to sustainability goals and known for budget-friendly flights, the company recognizes that first-class experiences start with feedback. With SurveyMonkey, it can listen to customers at scale, make strategic decisions, and even celebrate team wins.
THE CHALLENGE
Engage customers and collect actionable data
Ryanair serves over 160 million people per year and offers over 3,000 daily flights. That adds up to countless customer touchpoints that can’t be overlooked. “The Ryanair stance is that everyone who books with us should have the opportunity to give us feedback,” explained Rawaa Shami, market research manager. “After a flight, all passengers get a 5-minute customer satisfaction survey so we can understand their experience.”
This survey receives nearly 500,000 monthly responses—a massive amount of data—and Ryanair’s feedback strategy doesn’t stop there. It frequently taps into its customer base for a variety of data needs, which clears the runway for better customer relationships. To get it all done, and ensure actionable insights, the company relies on SurveyMonkey Enterprise.
“SurveyMonkey is an easy platform that allows us to engage our customers to understand where we can improve and hear firsthand about our customer experience.”
Rawaa Shami
Market Research Manager
Ryanair
THE ANSWER
A powerful survey platform and Power BI integration
To make the most of Ryanair’s sky-high CSAT response volume, Shami and her team combine all that data with the SurveyMonkey Microsoft Power BI integration. This helps reveal customer sentiment around everything from booking and check-in to the in-flight experience and customer service interactions.
Within the Power BI dashboards, the team applies filters by customer type, market, and flight route. Plus, it’s easy to spin up weekly, monthly, quarterly, and yearly trend reports that go all the way up to the Ryanair C-suite.
Shami’s team also uses customer surveys to understand specific markets, track brand sentiment, and gauge the effectiveness of things like Ryanair app updates or new check-in kiosks. “We can see what changes are improving our app experience,” said Shami. “We can look at the data on our new kiosks and say this is what people struggled with, this is what they liked, and this is how we can make improvements.”
“The SurveyMonkey Power BI integration helps us turn huge amounts of data into actionable insights. It makes it easy to drill down and look at different customer types or specific markets at a granular level.”
Rawaa Shami
Market Research Manager
Ryanair
THE RESULTS
Granular insights and CSAT wins
Shami has found that customers’ open-ended survey responses often mention service improvements that are already on the roadmap, confirming that Ryanair is on the right path for even better experiences. And being able to drill down into customer data at a granular level has been a key advantage; based on SurveyMonkey insights, Ryanair identified check-in and onboarding pain points at specific airports, which has helped it focus on making timely updates at those locations.
Feedback is also empowering Ryanair to celebrate customer experience wins. Through customer surveys, the company can spot when specific flight crews, customer service reps, or airports achieve high customer satisfaction scores and recognize those hard-working teams. SurveyMonkey has made it easy for Ryanair to collect customer feedback at scale, set the right goals and priorities, and continuously improve the experiences of travelers all over the world.
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