Jet2holidays and sister airline Jet2 have been ranked as top for customer service in detailed new research.

They have come top in the tourism and transport categories in the latest UK Customer Satisfaction Index published today.

The performance of the operator and airline came against an overall fall in customer satisfaction across 11 out of 13 sectors, with utilities and transport suffering the steepest declines.

Tourism is ranked as the second highest rated sector with transport the lowest, mainly due to dissatisfaction over train operators.

Jet2holidays achieved a satisfaction score of 83.3 against the tourism sector’s overall ranking of 80.2, while Jet2 was ranked at 82 compared with an overall transport sector score of 70.8.

P&O Cruises and Center Parcs are ranked by the Institute of Customer Service as among the 20 most improved organisations over the past year.


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Banking group First Direct came top overall with a customer satisfaction score of 86.8, with Jet2holidays in 12th place, Premier Inn in joint 13th position, P&O Cruises 16th, Jet2 equal 22nd, Brittany Ferries equal 26th, Expedia and Holiday Inn equal 32nd, Tui Airways 36th, Hilton 37th, Center Parcs 42nd and Booking.com 46th.

The results are based on a survey of more than 10,000 consumers.

Institute of Customer Service chief executive Jo Causon said: “The UK Customer Satisfaction Index shows that over the last two years overall customer satisfaction has fallen continuously.

“This should be a concern to anyone who cares not just about
the quality of customer experiences, but about the sustainability of organisations and the short and long term prospects for the UK economy.

“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.

“The decline in satisfaction is most apparent in the transport and utilities sectors; both are at least three points lower than they were two years ago.

“Customers are generally less satisfied with their experiences, whether interacting with employees in person or over the phone, or when engaging with an organisation’s website.”

She added: “The UKCSI shows that the highest performing organisations deliver a consistent quality of experience to their customers but they also project an authentic customer ethos, emotional connection and ethical commitment.”

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Peter Andre to perform at Jet2holidays’ 2019 trade conference

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