Jet2holidays and sister airline Jet2 have come out 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.
Jet2holidays achieved a satisfaction score of 83.3 against the tourism sector’s overall ranking of 80.2, while Jet2 (airline) was ranked at 82 compared with an overall transport sector score of 70.8.
I traveled on my family holiday with Jet2holidays 2 years ago, I could not fault the customer experience, kept informed and when I needed to contact the customer service department, they were excellent!
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.
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.”
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.