See which travel companies were voted best for customer service
Center Parcs, P&O Cruise and Premier Inn scored the highest for customer service as the tourism industry as a whole outperformed other sectors.
Despite a slight decline in customer satisfaction this year, the tourism industry in the UK has still climbed from sixth place to third in the UK Customer Satisfaction Index (UKCSI).
Center Parcs came out top with 83.3% satisfaction, while P&O and Premier Inn were both 82%.
Overall the Tourism sector’s satisfaction scores fell by 0.2 points compared to a 0.8 drop across all sectors.
The survey also found that there is a high tendency of customers in tourism to report problems – with 78.2% doing so, compared to the national average in other sectors of 72.7%.
Social media is more often used in tourism to report a problem than in most other sectors, with a score of 8.6%. And 7.2% of customers then used it to escalate the problem.
Jo Causon, CEO of the Institute of Customer Service, said: "Tourism faces a unique set of challenges. Customer satisfaction with a holiday for example incorporates the whole experience from leaving my front door to returning after my break.
"If I am delayed during my journey, have a bad experience at the airport, have a problem with a connection or the accommodation it will reflect on each of the other elements.
"A problem which may appear to be unconnected to the organisation may be seen by the customer as part of the same thing. If a complaint is to be resolved successfully it has to happen almost immediately if it is not to impact negatively on the overall experience.
"As a result organisations in this sector must be adept at handling problems quickly and successfully, which is reflected in the impressive performance in the UKCSI."
The UKCSI, carried out by the Institute of Customer Service, involved more than 12,000 interviews with consumers about their customer experiences.
Diane
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