A total of 83% of domestic Qantas customers were ‘very' or ‘fairly' satisfied for the year ending April 2011, ahead of Virgin Blue (renamed in May as Virgin Australia) at 80%, according to the latest Roy Morgan Airline Customer Satisfaction Report.
Qantaslink satisfaction was at 80% for the year ended April 2011, and Regional Express at 76%, just above the industry average of 75%. While below the average, Jetstar's satisfaction remained steady at 68%, while Tiger is at 46%.
Jane Ianniello, Roy Morgan Research International Director of Tourism, Travel & Leisure, says:
"Over the past few months Qantas has increased its lead over Virgin Blue in terms of domestic customer satisfaction levels. Both leisure and business customers are giving Qantas' domestic service a higher satisfaction rating.
"Despite its high rating amongst the domestic business market, Qantas has nevertheless lost market share to Virgin Blue, which is focussing strongly on attracting the business customer.
"With Tiger's recent grounding by CASA, their low customer satisfaction ratings are the least of their problems."
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This report provides information on both domestic and international airline satisfaction. The brands covered in this report are: Air Canada, Air New Zealand, AirAsia X, American Airlines, British Airways, Cathay Pacific, Emirates, Etihad, Garuda Indonesia, Jetstar, Malaysia Airlines, Pacific Blue, Qantas, Qantaslink, REX, Singapore Airlines, Thai Airways, Tiger Airways, United, V Australia and Virgin Australia.
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Roy Morgan Research is Australia’s best known and longest established market research and public opinion survey company.
Roy Morgan Single Source is thorough, accurate, and provides comprehensive, directly applicable information about current and future customers. It is unique in that it directs all the questions to each individual from a base survey sample of around 55,000 interviews in Australia and 15,000 interviews in New Zealand annually - the largest Single Source databases in the world. The questions asked relate to lifestyle and attitudes, media consumption habits (including TV, radio, newspapers, magazines, cinema, catalogues, pay TV and the Internet), brand and product usage, purchase intentions, retail visitations, service provider preferences, financial information and recreation and leisure activities. This lead product is supported by a nationally networked, consultancy-orientated market research capability.