Roy Morgan Research: Qantas is Australia’s leading domestic airline
28-Sep-2017 New research shows Qantas Airlines is Australia's most satisfying domestic airline with a customer satisfaction rating of 83.2% enough to beat key rivals Virgin Australia on 77.6% and stablemate Qantaslink on 72.7%.
Qantas has maintained its lead over Virgin Australia for four months now however, the big improvers over the past year were smaller carrier REX (Regional Express) with a customer satisfaction rating of 72.6% in August - up 5.5% from a year ago, while Jetstar rounded out the top 5 with a customer satisfaction rating of 63.1%.
Qantas also leads the way for domestic business travellers with a customer satisfaction rating of 84.8% well ahead of Virgin Australia on 75.6% and Jetstar on 55.1%.
Michele Levine, CEO, Roy Morgan Research, says:
"Qantas is Australia's leading domestic airline in mid-2017, winning both domestic airline categories for the fourth month in a row over rivals Virgin Australia.
"Qantas has performed strongly in 2017 following on from three straight victories in the Annual Roy Morgan Customer Satisfaction awards in both categories (2014-2016) and is a warm favourite to repeat the feat in 2017.
"Although Qantas continues to perform strongly, the low customer satisfaction of wholly owned subsidiary Jetstar will continue to be a concern but the positive news for Jetstar is a marginal improvement for the budget airline in both categories over the past year."
The Roy Morgan Customer Satisfaction Awards highlight the winners but this is only the tip of the iceberg. Roy Morgan tracks customer satisfaction, engagement, loyalty, advocacy and NPS across a wide range of industries and brands. This data can be analysed by month for your brand and importantly your competitive set.
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