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Travel industry news

22 Mar 2018

BY James Chapple


Jet2holidays leads the way on customer satisfaction

Jet2holidays is leading the way when it comes to customer satisfaction among tourism organisations, it has been revealed.


Jet2Holidays.com leads the way on customer satisfaction

The package holiday provider is the top ranking business in the tourism sector according to the Institute of Customer Service’s (ICS) latest UK Customer Satisfaction Index (UKCSI), scoring 84.2.


Premier Inn, Haven Holidays, booking.com and P&O Cruises also all received scores of 82 or more.


Tourism remained the third highest ranked sector, behind retail (non-food) and retail (food), in the institute’s biannual index with an average score of 80.7, up from 80.2 in January 2017.


It is also 2.6 points above the all-sector average of 78.1.


However, 11 tourism providers ranked below the tourism sector average said the institute.


The index also revealed more than half (58.4%) of tourism customers surveyed said they were not prepared to compromise on service over a cheaper deal and almost a third (31.6%) were willing to pay a premium for better service.


Jo Causon, ICS chief executive, said: “Customer satisfaction within the tourism industry remains strong, but the sector should not become complacent.


”In order to maintain this success and benefit from long-term returns, organisations must continue to invest in customer service and place it at the heart of their business strategy.


“The temptation may be to hold back amidst an uncertain economic climate, but... consistency is key to success.


“It is also clear that where satisfaction is maintained, organisations will see a direct link to turnover growth, profitability and productivity.”

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