The latest UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service, has named Jet2holidays joint 9th out of more than 250 companies – making the package holiday specialist the highest ranked tour operator for customer service. Jet2.com comes 29th in the list – the highest ranked airline in the study.
No other package tour operator or airline even makes the top 50, with all the major brands and organisations featuring in the study.
Jet2holidays is given a customer satisfaction score of 84.2, above the national average of 78.1. Over 30 different considerations – such as staff professionalism, quality and efficiency, and complaint handling – are factored into the results.
Jet2.com has a customer satisfaction score of 82.6, meaning yet again it is the only airline to make the top 50.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: “This major study by the Institute of Customer Service shows yet again that Jet2.com and Jet2holidays is way ahead of other tour operators and airlines when it comes to delivering customer satisfaction and trust. We invest heavily into delivering the very best service for our customers, so it is incredibly rewarding to see this recognised. It comes on the back of a number of other awards and accolades, which can only be achieved through a tremendous amount of hard work by the brilliant team we have here at Jet2.com and Jet2holidays.”
The UK Customer Satisfaction Index (UKCSI) is a national barometer of customer satisfaction, which has been run by The Institute of Customer Service since 2008 and is based on the responses of over 10,000 customers. It covers over 30 metrics of customer experience, including staff professionalism, quality and efficiency, ease of doing business, problem solving, complaint handling and attitudes towards trust and reputation. The measures in the UKCSI reflect the priorities customers have identified as the most important attributes of customer experience, and also include measures of customer effort and Net Promoter Score (NPS).