With 80% of its workforce working from aircraft rather than an office, how does easyJet make sure its frontline people are truly heard?
In this episode, Kate Marks, Head of People Insight and Employee Listening at easyJet, shares how the airline rebuilt trust with its crew and pilots by rethinking how it listens. Kate explains why the link between employee and customer satisfaction becomes three times stronger on disrupted flights.
She also covers how easyJet co-designed its new “Airwaves” survey with crew, and how a 30-day commitment made sure every employee heard the results quickly.
It’s packed with practical lessons for anyone trying to engage a dispersed or frontline workforce, from bringing middle managers on board to listening in your people’s own words.
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