Last updated: January 2017
Price: £1,350.00 (excluding VAT)
The Tourism sector continues to perform above the UK average but the latest UKCSI shows that the gap continues to narrow over time. Customer satisfaction for sector has improved compared to January 2016 and remains the third highest ranking sector. Satisfaction is much higher among customers who have had a holiday with the organisation in the past 3 months than for those who did not.
10 of the 19 tourism sector organisations have improved by one point or more since January 2016. P&O Cruises is the best performer in the sector and Marriot is the most improved organisation in the sector.
In addition, the report examines the attributes of the customer experience most important to customers in the sector and how this compares to customer satisfaction for these measures. It contains benchmarking of sector and national results on key complaints measures, evaluates channel usage and satisfaction, explains the importance of organisations getting it right first time, and analyses overall customer satisfaction against reputation, customer effort, trust, loyalty and NPS.
The report also gives an indication about what organisations in the sector should do to improve their customers’ experience.