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UKCSI Tourism Sector – July 2024


The average customer satisfaction in the Tourism sector is 79.3 (out of 100), down by 1.1 points compared to July 2023 but 3.5 points above the July 2024 UK all-sector average of 75.8.

  • Despite the overall fall in customer satisfaction, fewer customers experienced a problem and more experiences were right first time
  • Website is the most commonly used channel to interact with an organisation, the number of email experiences has grown and satisfaction with in-person experiences is the highest of any sector
  • 23 organisations have received a UKCSI score. is the highest rated for customer satisfaction
  • Making it easier to contact the right person to help is the top issue that organisations in the Tourism sector should improve

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The UKCSI is based on an online survey of over 15,000 consumers, who are representative of the UK adult population by region, age and gender. The July 2024 UKCSI comprises 59,500 customer experiences collected over during the past 9 months. 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.

The July 2024 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience and examines their latest financial results. It includes customer satisfaction results for 13 sectors and 282 organisations and organisation types, and examines how customer attitudes and buying behaviour are influenced by perceptions about business practices and reputation.

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