Jet2.com and Jet2holidays have once more been ranked as the best in their industries and amongst the highest companies in the UK for customer service, according to the latest UK Customer Satisfaction Index (UKCSI).
The January 2022 UK Customer Satisfaction Survey Index (UKCSI) published by The Institute of Customer Service, has ranked Jet2holidays 8th out of more than 250 major brands and organisations for customer service.
With a customer satisfaction score of 84.6, it means that the UK’s leading tour operator to many leisure destinations across Europe, the Mediterranean and Canary Islands, is once again the top-ranked company in the ‘Tourism’ sector and the only tour operator to appear in a list of the 10 most highly rated organisations for customer service. The average tourism company scored 80.4.
Leading leisure airline, Jet2.com, has also been highly rated coming in joint 13th after receiving a customer satisfaction score of 84.1. This score is considerably higher than the national transport average of 75.1 and makes Jet2.com the top-ranked ‘Transport’ company in the report, as well as the only airline to appear in the top 50 list of organisations.
Since the last report, both companies have increased their customer satisfaction scores. In January 2021, Jet2holidays received a customer satisfaction score of 81.3 and Jet2.com scored 78.6. This means Jet2holidays’ score has improved by 3.3 and Jet2.com has improved by 5.5.
The UK Customer Satisfaction Index (UKCSI) is a national barometer of customer satisfaction, which has been published by The Institute of Customer Service since 2008. It is based on the experiences and relationships that more than 10,000 customers have had with over 250 organisations in 13 different types of sectors.
Over 25 different metrics, such as employee professionalism, product/service quality, ease of dealing with an organisation and complaint handling, are factored into the results to reveal the companies with the best customer service across the UK. 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).
Steve Heapy, CEO of Jet2.com and Jet2holidays, said: “As travel starts to return to normal, holidaymakers are looking to book a much-needed holiday in with a trusted and reliable company. This report shows that we are the best tour operator and airline in the UK for delivering first-class customer service and customers can rely on us to look after them. Our customer-first approach continues to be at the heart of everything we do, and it is fantastic to have our efforts recognised yet again by being named as the leading airline and tour operator for delivering great customer service.”
He added: “2022 has already got off to a great start, and we are looking towards this year with real positivity and confidence. With our Winter and Summer programmes looking very busy, we cannot wait to take more customers on a well-deserved holiday and showcase why we continue to lead the way when it comes to delivering the very best customer service.”
For further information on the study, please visit: https://www.instituteofcustomerservice.com/product/ukcsi-the-state-of-customer-satisfaction-in-the-uk-january-2022/