UK Customer Satisfaction Index: 11 travel brands make top 50
Jet2holidays, Jet2, Premier Inn and P&O Cruises and have performed highly in the latest UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service.
Jet2holidays was ranked 12th out of more than 250 companies and was the highest scoring tourism company. It was also the only tour operator in the top 50.
Premier Inn was ranked joint 13th, the highest ranking hotel company, and P&O Cruises was ranked 16th, the highest scroring cruise company.
Jet2.com came joint 22nd in the list, making it the highest ranked airline in the study and the best in transport.
Launched in 2008, the index is based on the experiences and relationships that more than 10,000 customers have with over 250 major UK brands across different sectors.
Criteria includes staff professionalism, quality and efficiency, product quality, and complaint handling.
Other travel-related companies that made it into the top 50 were Brittany Ferries at joint 26, Expedia and Holiday Inn at joint 32, Thomson Airways at 36, Hilton at 37, Centre Parcs at 42, and booking.com at 46.
Overall the index found that over the last two years overall customer satisfaction has fallen continuously across all sectors.
Joanna Causon, chief executive The Institute of Customer Service, said: "What we can see is that fewer organisations have improved their customer satisfaction year on year. More customers are experiencing problems with organisations and worryingly, more of these problems relate to organisations not keeping their promises or commitments.
"In short, the number of experiences that are right first time has plateaued and I would argue that we have got better at ‘recovery’ but not at tackling the real underlying issues."
She said the decline in satisfaction is most apparent in the transport and utilities sectors.
Retail (non-food) remains the highest rated sector, despite a fall of 1.2 points.
Tourism is the second highest rated sector despite hardly any change (a drop of 0.1 points) in its overall customer satisfaction.
The relative position of tourism has improved because of a drop in customer satisfaction in both the retail (food) and banking sectors.
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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