Service Productivity & Innovation for Growth (SPRING) announced the 2nd Japanese Customer Satisfaction Index (JCSI) in 2024 for eight industries including travel. According to three indexes of ‘customer satisfaction,’ ‘recommendation’ and ‘touching.’
HIS won the highest customer satisfaction in the travel industry for the first time. HIS was top even for recommendation and touching indexes.
The 2nd for customer satisfaction went to Jalpak, followed by Nippon Travel Agency. The 2nd for recommendation Jalpak, followed by Ikyu.com. The 2nd for touching Club Tourism, followed by Hankyu.
ikyu.com was top among OTAs for all of three indexes. The 2nd for customer satisfaction was Rakuten Travel, and the 2nd for recommendation and touching Jalan.net.
