Download - Easy jet report
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SHORT HISTORY
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DISTRIBUTION
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22 main bases across Europe
London-GatwickLondon-Luton
London-StansteadMilan-Malpensa
Bristol
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over 130 network points
POINT-TO-POINT FLIGHTS
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PRIMARY AIRPORTS > SECONDARY AIRPORTS
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MARKETS
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“make flying as affordable as a pair of jeans”
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Europeans
budget travelers
light packers
holiday makersbusinessmen
SECOND LARGEST LOW COST CARRIER
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COMPETITORS
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BRAND FACEBOOK PAGE
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LIKES166, 506 3, 562
PTA
5TABS
videos
notes
memory makerevents
photos
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ANALYSIS
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CATEGORY OF BRAND’S POSTS
branding - 4 communication (product) - 1 communication (promotion) - 8 customer care - 0
infotainment - 7
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CATEGORY OF BRAND’S COMMENTS
branding - 1 communication (product) - 0 communication (promotion) - 0 customer care - 48
infotainment - 0
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CATEGORY OF FAN’S POSTS
fanship/support/endorsement - 0 conversation bet. users - 0
gratitude - 1 complaint - 2 reaction - 1 information request - 13 scorn/offense - 3
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CATEGORY OF FAN’S COMMENTS
fanship/support/endorsement - 31 conversation bet. users - 18
gratitude - 4 complaint - 25 reaction - 27 information request - 27 scorn/offense - 8
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INDEX OF ACTIVE CONVERSATION
FANSBRAND95%
active - 19 non-active - 1 active - 15 non-active - 5
75%
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AVERAGE ENGAGEMENT
COMMENTS LIKES SHARES
73.4 131 16.5
COMMENTS LIKES SHARES
0.85 0.10 0
BR
AN
DFA
NS
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RESPONSE NATURE TO BRAND’S POSTS
fanship/support/endorsement - 31 conversation bet. users - 17
gratitude - 4 complaint - 25 reaction - 27 information request - 26 scorn/offense - 8
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CUSTOMER CARE INDEX
93%Posts with replies - 14 no replies - 1
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CONCLUSION
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• Brand reps reply to inquiries and other customer matters if customers comment on posts made by the brand, not other users
• Attempts at promotional posts and infotainments by the brand are not necessarily helpful to the brand’s image because users are using these as platforms to voice out their negative opinions
• Inconsistencies in the frequency of replies by the brand to customer concerns
• Brand reps only reply to user questions they can answer, leaving a select few out in the dark
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• Brand rep replies usually ask customers to visit their website and search for relevant information, rather than answering the questions directly
• Brand reps don’t help other customers with similar inquiries
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SUGGESTIONS
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• Work on more timely and accurate announcements (especially regarding new flight schedules) so as not to keep customers waiting in the dark about their travel plans
• Answer the questions directly, instead of asking customers to visit their website and search for themselves
• Try as much as possible to reply to every post and comment, even the negative ones