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Jet2.com and Jet2holidays have once again been rated amongst the highest companies in the UK for customer service, according to the latest UK Customer Satisfaction Index (UKCSI).   

The July 2021 UK Customer Satisfaction Survey Index (UKCSI), published by The Institute of Customer Service, places Jet2holidays joint 9^th out of more than 250 major brands and organisations. The leading tour operator to destinations across the Mediterranean and Canary Islands is given a customer satisfaction score of 83.5, meaning once again it is the top company in the ‘tourism’ category and the only tour operator to appear in the top 50 companies for customer service. The average tourism company scored 78.8. 

Jet2.com has also experienced similar success after being ranked joint 44th out of more than 250 brands and organisations. With a customer satisfaction score of 81.1, considerably higher than the national transport average of 71.5, it makes the leading leisure airline the top-ranked ‘transport’ company in the survey, as well as the only airline to make it into the top 50.  

Despite the ongoing disruption caused by travel restrictions, both companies have increased their customer satisfaction scores. In July 2020, Jet2holidays was ranked 45^th with a customer satisfaction score of 80.2 and Jet2.com scored 80.3. This means Jet2holidays’ score has improved by 3.3 and Jet2.com has improved by 0.8. 

The UK Customer Satisfaction Index (UKCSI) is a national barometer of customer satisfaction, which has been published by The Institute of Customer Service twice a year 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). 

The companies’ successes in the most recent UKCSI survey are the latest examples of how the award-winning airline and tour operator have continued to put their customer-first strategy at the forefront throughout the pandemic. Jet2.com and Jet2holidays have received praise from customers, consumer organisations, media and independent travel agents for how they have looked after customers throughout the pandemic, including promptly refunding customers more than £1.3bn, and have pledged to continue this industry-leading approach.  

Steve Heapy, CEO of Jet2.com and Jet2holidays, said: “It has been an incredibly difficult time for the travel industry, but that has not altered our approach to putting our customers first. Despite the challenges, we have ensured that our customer-first strategy has remained at the heart of everything we do, and we are proud that our efforts continue to be recognised, this time by the UKCSI. Not only do we continue to lead the industry, but our outstanding customer service has also improved over the past year, which is something I am incredibly proud of. 

“Last week saw our Summer 21 flights and holidays programme resume and the start of operations from new base Bristol Airport, and we have no doubt that even more positive times are ahead. We cannot wait to take more customers on a much-needed holiday and to showcase why we lead the way when it comes to customer service.” 

For further information on the study, please visit: https://e33e92ca4768f4e58dbe.b-cdn.net/wp-content/uploads/2021/07/ICS-UKCSI-Exec-Summary_July-21.pdf  

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