Home / News / Awards / Study shows that and Jet2holidays continue to lead their industries for outstanding customer service

Study shows that and Jet2holidays continue to lead their industries for outstanding customer service

Published: Wed 25 Jan 2023 at 16:43

Awards, Announcements and Jet2holidays have once again been ranked amongst the best companies in the UK for delivering great customer service, according to the latest UK Customer Satisfaction Index (UKCSI).

The January 2023 UKCSI published by The Institute of Customer Service, has ranked Jet2holidays joint 12th out of more than 280 major brands and organisations for customer service.

With a customer satisfaction score of 84.1, it means that the UK’s leading tour operator to many leisure destinations across Europe, the Mediterranean and Canary Islands, is the joint top-ranked company in the ‘Tourism’ sector and the only tour operator to appear in a list of the 20 most highly rated organisations for customer service. The average tourism company scored 80.9.

Leading leisure airline has also been highly rated coming in joint 38th after receiving a customer satisfaction score of 82.1. This score is considerably higher than the national transport average of 74.1 and makes the top-ranked ‘Transport’ company in the report, as well as the only airline to appear in the top 50 list of organisations.

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 280 organisations in 13 different types of sectors.

Over 25 different metrics, such as employee professionalism, product/service quality, ease of dealing with an organisation, ethical behaviour, 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 and Jet2holidays, said: “A lot has happened over the last 12 months, including the restart of international travel, but this report shows that our approach to providing first-class customer service has not wavered one bit. We are proud to be recognised as the leading airline and tour operator for the way we look after customers and with so many people getting away on their holidays with us in 2023, we can assure everyone we will be continuing that same approach. It takes a dedicated team of brilliant colleagues to consistently meet these standards, so I would like to pay tribute to everyone at and Jet2holidays for their tireless work ensuring that every customer feels like a VIP when they travel on their well-deserved holidays with us.”

For further information on the study, please visit:

View stories by subject:

View stories by month

Keep in touch with