Saturday, September 14th, 2013

Roy Morgan Research last night revealed the winners of its 2nd annual Customer Satisfaction Awards for Travel and Tourism at a gala dinner in Melbourne.

Throughout 2012, Roy Morgan Research surveyed over 50,000 consumers across Australia. Based on their responses, each month we awarded the Hotel or Resort, Domestic Airline, and International Airline with the highest proportion of satisfied customers.

Now, for the second time, we reveal the overall winners for the year, those Tourism and Travel companies that successfully and consistently endeavoured to satisfy their customers.

Virgin Australia wins 2012 Domestic Airline of the Year

Differentiation in the market is becoming increasingly difficult, as old players split, new players emerge and (potentially) merge and each tries to segment the market with offerings to all levels of consumer. Overall, however, Virgin’s flyers were the most satisfied throughout 2012.

Singapore Airlines wins 2012 International Airline of the Year

Australians are increasingly likely to take their high Aussie dollar overseas for holidays. Indonesian airline Garuda led our satisfaction monitor for the first three months but the next three quarters was all about Singapore. Air New Zealand and Emirates, however, are on their way up.

Crowne Plaza wins 2012 Hotel or Resort of the Year

Customer satisfaction is of primary importance to the hotel industry and competition at the premium end is fierce. Sheraton, Westin, Hilton, Mantra, Sofitel and InterContinental all received positive scores but it was Crowne, another member of the IHG group, who took out the Award for a second straight year.

Michele Levine, CEO, Roy Morgan Research, says:

“The Australian Tourism Industry is a tough place to be. With the aftermath of the GFC and the high Australian dollar, Australians are developing an increasing penchant for international travel, with only Melbourne bucking the downward trend for domestic travel.

“Now in only its second year, these Awards are already recognised as currency in many industries, being the most accurate and trusted indicators of customer satisfaction in Australia.

“By integrating customer satisfaction measures with our world-leading Consumer Single Source surveys, we offer businesses incomparable research into just how satisfied their customers are and areas where they could improve.

“Roy Morgan Research congratulates not only the winners but all successful businesses, large and small, that consistently aim to satisfy their customers.”


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


Customer Satisfaction , Singapore & Virgin Airlines



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