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A new era in customer satisfaction for international airlines?

August 3, 2016 Statistics & Trends No Comments Email Email

The results for the June Customer Satisfaction Awards are in, and full details of all 32 category winners (as well as runners up) can be seen at As usual, Roy Morgan congratulates this month’s winners, including new leaders in the categories of Bank, Building Society/Credit Union, Auto Store, Clothing Store, Liquor Store, Shoe Store, Mobile Phone Service Provider and Electricity Provider, for their industry-leading commitment to their customers.

This month, we shine a spotlight on International Airlines. Unlike 2015, when Singapore Airlines dominated this category for all 12 months, 2016 has seen two other contenders fighting for top spot: this month’s leader Emirates (who satisfied 89% of its customers in June) and second-place getter Air New Zealand (just over 87%).

Having won three months apiece so far this year, the two airlines have achieved the seeming impossible by holding Singapore – winner of the International Airline of the Year in 2012, 2013, 2014 and 2015 – at bay. Currently, Singapore sits in third position, less than a percent behind Air New Zealand.


Source: Roy Morgan Single Source (Australia), July 2015-June 2016, n=14,956

As the chart above illustrates, very little separates the customer satisfaction levels of the six highest scorers in the International Airline category. However, there is a veritable gulf of more than 40% between Emirates in top spot and American Airlines in fifteenth (57%).

Satisfying just under 85% of its passengers – its highest customer satisfaction level for the last 18 months — Australia’s own QANTAS (International) is in sixth position, but its low-cost carrier Jetstar International (66%) does not fare quite so well.

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