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UKCSI Tourism Sector – July 2022


The Tourism sector’s overall UKCSI of 80.7 is up by 1.9 points compared to July 2021.


• This is the highest level of average satisfaction with Tourism organisations since January 2018, when the sector’s UKCSI score was also 80.7
• 53% of respondents had had a holiday in the previous 3 months, purchased through the organisation they commented on in the UKCSI, up from 34.2% in July 2021
• Marriott (84.8), (83.7), (82.7) and Trivago (82.7) are the highest rated organisations.


Marriott has the highest NPS, followed by and Trivago.

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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 July 2022 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 July 2022 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 279 organisations and organisation types and examines the links between evolving customer expectations, behaviours and well-being and customer satisfaction. We also assess the latest evidence about customer satisfaction and business performance in the Retail (Food) and Banking sectors.

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