Case Study: Ryanair improves customer experiences with Contentsquare Surveys

Ryanair tracks satisfaction trends with Contentsquare across 1.8 million daily visitors

Ryanair, a leading discount airline, faced the challenge of understanding why customer conversions fluctuated and identifying the root causes of user pain points across its website, which receives 1.8 million daily visitors. To gather direct customer feedback and measure satisfaction, they partnered with Contentsquare and used its Voice of Customer product, specifically Surveys.

The solution implemented by Contentsquare involved a three-step process: using open-ended surveys to uncover pain points, then deploying closed-ended surveys to quantify issues and track trends. This provided Ryanair with massive amounts of data on ease of use and barriers to purchase. The measurable impact for Ryanair was the ability to observe and report on clear satisfaction trends to stakeholders, enabling data-driven decisions about product development and company policies.

Ryanair