The latest UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service, has named Jet2holidays 20th out of 250 companies – making the package holiday specialist the highest ranked tour operator for customer service. Jet2.com comes 25th 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, which is based on a survey of over 10,000 consumers.
Jet2holidays is given a customer satisfaction score of 83.0 and Jet2.com has a customer satisfaction score of 82.5, both way above the national average of 77.9.
Over 30 different considerations – such as staff professionalism, quality and efficiency, and complaint handling – are factored into the results.
This latest success comes on the back of Jet2.com and Jet2holidays’ continued investment into delivering a VIP customer service.
Examples of this include:
- Investing in, and growing, its UK based call centre.
- Doubling the number of overseas representatives.
- Expanding its Free Resort Flight Check-In service to nine destinations, allowing more customers to securely check-in their bags at their hotel on the last day of their holiday.
- Offering a free 24/7 emergency helpline 365 days a year for customers.
- Hiring more customer helpers & check-in staff at airports.
- Investing significantly in its website and trade team meaning it offers easy, fast to book flights and holidays.
Steve Heapy, CEO of Jet2.com and Jet2holidays said: “Yet again, no other airline or tour operator comes close to Jet2.com and Jet2holidays when it comes to delivering customer service and satisfaction. The fact we that we keep outperforming other tour operators and airlines in this way is no accident; it is because our philosophy is all about giving customers a best in class service so that they keep coming back to enjoy their VIP experience with us. We work very hard to deliver this award-winning service, and so we are very proud to be recognised the Institute of Customer Service once again.”
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).
