Possibly this is the article but seems a % sign is missing out of the last paragraph......
Ryanair promotes its new direction in London as airline announces that customers ‘love’ its recent service improvements - Marketing - Marketing | Ireland's online business and management news service - Businessandleadership.com
“Ninety-seven of 10,000 Ryanair customers surveyed have said they will fly Ryanair again – and can continue to enjoy a range of customer service improvement and initiatives as well as the lowest fares and most on-time flights, but can now enjoy reduced airport bag, boarding card and excess bag fees, a second free small carry-on bag, along with easier website access, 24 hour grace periods, quiet flights and allocated seating, with further improvements set to be rolled out over the coming weeks and months,” said Ryanair’s head of customer service Caroline Green.