Wednesday, February 1st, 2012
Roy Morgan Research is now releasing quarterly Domestic Airline Satisfaction reports for New Zealand with October 2011 results showing that Air New Zealand Link is leading with 88% of its domestic customers ‘very’ or ‘fairly’ satisfied.  Air New Zealand follows closely at 87%.
Satisfaction for Jetstar for the same period was 56%, far below the industry average of 80%.

Satisfaction with Domestic Airlines used in last 12 months

Source: Roy Morgan Single Source, August 2010 – October 2011, Total using domestic airline in last 12 months average quarterly sample n=1,347. 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 Jetstar 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 over the past 12 months.

“Air New Zealand was awarded Airline of the Year for the second time in the last three years (2010 and 2012) by the Airline Industry Achievement Awards.

“After sponsoring New Zealand’s iconic Rugby team the All Blacks, Air New Zealand recently introduced the world’s largest all black aircraft: - the Boeing 777-300ER. With innovative ideas such as this, and more options and experiences for their customers, Air New Zealand satisfaction is likely to stay at a high level.”

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

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

Contact Profile

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


Air New Zealand Link is leading with 88% of its domestic customers ‘very’ or ‘fairly’ satisfied.



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