Thursday, August 25th, 2011

A total of 84% of domestic Qantas customers were ‘very’ or ‘fairly’ satisfied for the 12 months to June 2011, with Virgin Australia slightly behind at 80%, according to the latest Roy Morgan Airline Customer Satisfaction Report.

Customer satisfaction for Qantaslink was 81%, with Regional Express at 76%, just above the industry average of 75%. Jetstar’s satisfaction remained steady at 68%, while Tiger continued to decline to an all time low of 43%.

Satisfaction with Domestic Airlines used in last 12 months

Purchase the detailed Roy Morgan Airline Satisfaction Report
Source: Roy Morgan Single Source, July 2009 – June 2011. Total using domestic airline in last 12 months n=7,099. 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:

“Qantas now has a clear lead over Virgin Australia in terms of domestic airline satisfaction. Both leisure and business customers are giving Qantas a higher satisfaction rating.

“It is interesting to note the continuing decline in the satisfaction for Tiger Airways even before the suspension of Tiger Airways flights in July.”

A 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.

Roy Morgan Airline Customer Profiles 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.
Shaun Ellis
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Qantas, Australian airlines, airline survey, domestic airlines, australian airline satisfaction, tiger, virgin australia, regional express, jetstar



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