TOURISM businesses have seen a reduction in customer satisfaction, but the industry has moved up the ranks compared to other sectors, according the latest UK Customer Satisfaction Index (UKCSI).
It showed customer satisfaction in tourism has dropped 0.2 compared to a 0.8 average decrease across all sectors.
Approximately 7% of tourism customers had a complaint.
Jo Causon, CEO of the Institute of Customer Service said: ‘Tourism faces a unique set of challenges. A problem which may appear to be unconnected to the organization may be seen by the customer as part of the same thing. If a complaint is to be resolved successfully it has to happen almost immediately if it is not to impact negatively on the overall experience. As a result organizations in this sector must be adept at handling problems quickly and successfully.’
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