Tuesday, October 18th, 2011 - Roy Morgan Research

Roy Morgan Research is now releasing quarterly Domestic Airline Satisfaction for New Zealand with August 2011 results showing that Air New Zealand is leading with 87% of its domestic customers ‘very’ or ‘fairly’ satisfied. Air New Zealand Link follows closely at 86%. 

A total of 69% of domestic Pacific Blue (Virgin) customers were satisfied for the three months to August 2011. Satisfaction for Jetstar for the same period was 54%, far below the industry average of 79%.


Satisfaction with Domestic Airlines used in last 12 months


Source: Roy Morgan Single Source, November 2010 – August 2011, Total using domestic airline in last 12 months average quarterly sample n=1,348. N.B. ‘Total Industry’ average also includes other domestic airlines not shown. “% satisfied” is the proportion of all customers who are “Very” or “Fairly” satisfied with that Airline (on a five point scale).


Jane Ianniello, Roy Morgan Research International Director of Tourism, Travel & Leisure, says:

“Air New Zealand has a large lead over Pacific Blue in terms of domestic airline satisfaction. Both leisure and business customers are giving Air New Zealand a higher satisfaction rating.

“The satisfaction rating for Jetstar has fallen in the last seven months.”

An extensive range of Roy Morgan airline customer profiles including Air New Zealand, Jetstar, and Air New Zealand Link provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in New Zealand.

An extensive range of Roy Morgan Travel & Tourism Reports or detailed profiles of New Zealand Holidaymakers are also available.

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Roy Morgan Research


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.
Shaun Ellis
P: 03 9224 5332
W: www.roymorgan.com

Keywords

Air New Zealand, Air New Zealand Link, Pacific Blue, Jetstar, Airlines

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