Tuesday, December 6th, 2011 - Roy Morgan Research
Roy Morgan Research is now releasing quarterly Domestic Airline Satisfaction data in its Roy Morgan Airline Customer Satisfaction Report. The September 2011 quarter shows Qantas leading at 85%, but has suffered a decline in recent months from a high point in June 2011. Virgin Australia at 80% has recovered after suffering a dip in satisfaction as a result of its September 2010 reservation and check-in systems failure.

A total of 66% of domestic Jetstar customers were ‘very’ or ‘fairly’ satisfied for the three months to September 2011, below the industry average of 75%. Customer satisfaction for Tiger Airways remains low at 42%.

Satisfaction with Domestic Airlines used in last 12 months

Source: Roy Morgan Single Source, November 2009 – September 2011, Total using domestic airline in last 12 months average quarterly sample n=1,883. 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:

“In the September quarter amidst industrial disputes, but before Qantas grounded all planes for days in October, Qantas still had a clear but diminishing lead over Virgin Australia in terms of domestic airline satisfaction. Both leisure and business customers were giving Qantas a higher satisfaction rating.

“However, with the Qantas industrial disputes causing widespread disruptions in October it will be crucial to maintain the flying public’s response via the Roy Morgan Qantas domestic satisfaction ratings.

“The satisfaction rating for Virgin Australia fell in late September 2010 amongst both its leisure and business customers after their reservation and check-in system failed, affecting approximately 50,000 customers.  Although Virgin Australia’s satisfaction has improved since then, it is still lower than it was before the incident.”

The detailed Roy Morgan Airline Satisfaction Report is available.

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 Blue.

Detailed Roy Morgan Airline Customer Profiles are also available and provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in Australia.

An extensive range of Travel & Tourism Reports or detailed profiles of Australian Holidaymakers is available.

Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.

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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.

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Qantas Still Leads Virgin Australia Domestic Airline Satisfaction



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