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UKCSI Tourism Sector – January 2023

£1,995.00

The Tourism sector’s overall UKCSI of 80.9 is 0.5 points higher than January 2022 and 3.2 points higher than the UK all-sector average.

UKCSI Sector Results:

  • This is the highest level of customer satisfaction ever recorded for the Tourism sector
  • The number of respondents who have taken a holiday is more than it was a year ago and their satisfaction has improved
  • The proportion of customer experiences conducted via an organisation’s website is the highest of any sector
  • Hotels.com, Jet2holidays.com, Marriott and Booking.com are the sector’s highest-rated organisations for customer satisfaction
  • Website navigation is the top issue that organisations in the Tourism sector should improve

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Description

The UKCSI is based on an online survey of over 10,000 consumers, who are representative of the UK adult population by region, age and gender. The January 2023 UKCSI comprises 45,000 responses – 3,000 from each sector – except for Transport and Utilities, which include 6,000 responses each. Customers are asked to rate their experience of dealing with a specific organisation in the previous three months. Customers rate only one organisation per sector. Each customer can complete the survey for up to five different sectors.

The January 2023 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience. It includes customer satisfaction results for 13 sectors and 281 organisations and organisation types, and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction.

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