Jet2 rated highly for customer experience
Jet2 has scored highly in a study of customer experiences by branding company C Space.
It asked nearly 6,000 UK consumers to think of a company that ‘gets them’ and rate that company against 21 emotional cues, including ‘They notice and appreciate my loyalty’ or ‘They make me feel smart.’
The study collected opinions on more than 1,000 top companies across 19 industries.
Jet2 was rated fifth overall, behind Lush, Netflix, John Lewis, and First Direct.
Jet2 customers told researchers they experience the company as one that makes every experience feel truly ‘worth it’.
"Customers are choosing the business because the benefits outweigh the costs – and not purely the financial ones," said C Space.
Virgin Atlantic and booking.com also made it into the top 10 (see below).
Charles Trevail, CEO of both C Space and parent Interbrand, said: "Our research shows that mapping emotional cues on to customer experience is the key to competitive advantage and growth. The companies that customers rate most highly are the ones that understand relevance, what to stand for and when to listen. If a customer believes a company is ‘getting it right’ they are more likely to behave in ways that help drive growth through repeat purchase, recommendation and loyalty."
UK Top 10
1 LUSH
2 Netflix
3 John Lewis
4 First Direct
5 Jet2.com
6 Booking.com
7 Ocado
8 Disney
9 Virgin Atlantic
10 IKEA
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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