Jet2holidays ranks fourth in UK Customer Satisfaction Index

Jet2holidays ranks fourth in UK Customer Satisfaction Index

Jet2holidays has been ranked as one of the UK’s top companies for customer satisfaction.

The operator was named fourth in the UK Customer Satisfaction Index (UKCSI) of top 50 organisations produced bi-annually by the Institute of Customer Service.

Amazon topped the table followed by First Direct, John Lewis and Jet2holidays.com.

The Trainline.com came in joint ninth place with P&O Cruises in 20th position followed by Haven in 21st.

Other travel sector companies listed included P&O Ferries in joint 29th place with Jet2; Marriott joint 36th with Booking.com; Hilton joint 44th and Hoseasons joint 47th.

The Trainline.com, P&O Cruises, Haven and P&O Ferries were among 16 organisations to have improved by more than two points compared to July 2016.

Jet2holidays was given a customer satisfaction score of 84.8%, which represents the percentage of customers who said everything was right first time when they last contacted the company.

This is the first time that the UKCSI has given the operator its own ranking.

The average customer satisfaction across all UK organisations was 78.2% with the tourism industry averaging 80.7%.

The Trainline.com achieved an improved score of 84.2% with P&O Cruises at 83% and Haven with 82.9%.

Jet2.com had a customer satisfaction score of 82.4%, an improvement of 0.3% from January 2017 and was the only airline to make the top 50.

The index is based on the responses of more than 10,000 customers covering 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.

Steve Heapy, chief executive of Jet2.com and Jet2holidays said: “Customer satisfaction and trust is absolutely critical in an industry like ours, which is why we continue to invest in delivering the very best customer service.

“This accolade shows that our strategy is succeeding and really cements our position as the industry-leader when it comes to delivering customer service.”

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