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Record Customer Satisfaction for Qantas

Announcement posted by Roy Morgan Research 09 Aug 2011

Roy Morgan Research
A total of 84% of domestic Qantas customers were ‘very’ or ‘fairly’ satisfied for the 12 months to May 2011, up from 82% for the 12 months to June 2010. Qantaslink was at 81% satisfaction for the year ended May 2011, with Virgin Australia slightly behind at 80%, according to the latest Roy Morgan Airline Customer Satisfaction Report.

Customer satisfaction for Regional Express was at 77%, just above the industry average of 75%. Jetstar’s satisfaction remained steady at 68%, while Tiger continued to decline to a low 45%.

Satisfaction with Domestic Airlines used in last 12 months

Purchase the detailed Roy Morgan Airline Satisfaction Report
Source: Roy Morgan Single Source, July 2009 – May 2011. Total using domestic airline in last 12 months n=7,222. 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.”


Purchasethe complete Roy Morgan Airline Satisfaction Report.

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.

Purchase from an extensive range 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.

Purchase from anextensive range of Roy Morgan Travel & Tourism Reports or detailed profiles of Australian Holidaymakers.

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