We lead the way for customer satisfaction, says major study

Posted in Announcements

January 24, 2020 at 11:02 and Jet2holidays have once again been recognised as the best in the industry, and amongst the best companies in the UK for delivering first-class customer service, according to a major study.

The January 2020 UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service, has named joint 16th out of more than 250 major brands and organisations for customer satisfaction. This means we are the top-ranked ‘transport’ company in the study, as well as the only airline in the top 50. is given a customer satisfaction score of 82.6, considerably higher than the national average of 76.9.

Jet2holidays is ranked 23rd with a satisfaction score of 82.0, meaning that once again we are the only tour operator to be ranked in the top 50 for customer service.

Over 25 different considerations – such as staff professionalism, quality and efficiency, and complaint handling – are factored into the results, with the highest performing organisations for customer satisfaction being highly rated for customer experience, complaint handling, customer ethos, emotional connection and ethics.

Steve Heapy, CEO of and Jet2holidays said: “The UK Customer Satisfaction Index is a major benchmark of how customers feel about the companies they interact with and use, and once again it shows that and Jet2holidays is way ahead of the competition. When it comes to taking their well-earned holidays, customers really do deserve the best and this study shows that we are delivering that time and time again.”

The UK Customer Satisfaction Index (UKCSI) is a national barometer of customer satisfaction, which has been run by The Institute of Customer Service since 2008 and is based on the responses of over 10,000 customers. It covers over 25 metrics of customer experience, including staff professionalism, product service/quality, ease of dealing with an organisation, timeliness, complaint handling and attitudes towards trust, reputation and ethos. 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).

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