Roy Morgan releases Sep-2017 Customer Satisfaction, Air New Zealand reigns supreme once again

New research from Roy Morgan has named Air New Zealand as Australia’s most satisfying international airline with a customer satisfaction rating of 88.8%, just ahead of international rivals Singapore Airlines on 88.3% and Emirates on 87.3%.


Summary:

  • Roy Morgan names Air New Zealand as Australia’s most satisfying international airline with a customer satisfaction rating of 88.8%;
  • Qantas, in eighth position, remains the leading Australian international airline with a customer satisfaction rating of 80.2%;
  • Air New Zealand was the inaugural winner of the annual Roy Morgan Customer Satisfaction Award in 2011.

Roy Morgan Research’s Customer Satisfaction survey is Australia’s largest continuous nationwide single source survey, and includes approximately 50,000 face-to-face interviews with consumers across Australia every year. The winner for the calendar year will be the organisation that has achieved the most months with a number one ranking.

Air NZ now has a string of monthly victories in the category although the strong improvement for several competitors over the past year has tightened the field considerably.

The biggest improvers over the past year include Singapore Airlines, up 2.8% to 88.3%, Etihad Airways, up 2.3% to 85.4%, Cathay Pacific, up 1.9% to 84.0%, and just outside the top 5 Thai Airways has increased 5.2% to 81.6% and British Airways is up 2.8% to 80.3%.

While, Qantas remains the leading Australian international airline with a customer satisfaction rating of 80.2%, the airline still only sits in eighth position. Despite a disappointing position this is ahead of main rival Virgin Australia on 74.9% and well ahead of Jetstar and Tigerair.

Roy Morgan International Airline Customer Satisfaction Top 10 – September 2017

Source: Roy Morgan Research

Roy Morgan Research Industry Communications Director Norman Morris, said:

“Air New Zealand is Australia’s leading international airline in September with a customer satisfaction rating of an exceptional 88.8% – unchanged from a year ago.”

“Air New Zealand was the inaugural winner in the category back in the 2011 Roy Morgan Annual Customer Satisfaction Awards but has since conceded the annual award to rivals Singapore Airlines – now second on 88.3% and Emirates – now third on 87.3%.”

“The three airlines have dominated the award since its inception with Singapore Airlines four year winning streak (2012-2015) only halted by Emirates victory in 2016.”

“Other international airlines performing strongly in September include Etihad Airways on a customer satisfaction rating of 85.4%, Cathay Pacific on 84.0% and Garuda Indonesia just outside the top 5 on 82.2%.”

“Australian based airlines have missed out on the top 5 in September although the leading Australian domestic airlines of Qantas with a customer satisfaction rating of 80.2% and Virgin Australia on 74.9% continue to perform well.”