UKCSI Tourism Sector Report - January 2017

A national measure of customer satisfaction in the Tourism sector. It measures over 30 measures of the customer experience in 19 organisations.

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UKCSI Tourism Sector Report - January 2017

Drawing its data from 3,000 individual customer experiences, the latest UKCSI Tourism Sector Report provides you with a strategic overview of the sector’s performance in the UK as a whole and for individual organisations within the sector.

Last updated: July 2017

Format: PDF

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.