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Qantas Reaches New High In Customer Satisfaction

April 28, 2015 Statistics & Trends No Comments Email Email

In the quarter to February 2015, Qantas achieved an 87% satisfaction rating in the domestic airline category, just ahead of its regional brand Qantaslink (86%) and comfortably ahead of third-place-getter Virgin Australia (79%). Qantas scored especially well with its younger passengers: 91% of Generation Z and 89% of Generation Y were satisfied with their experience flying with the airline.

In the domestic business airline category, Qantas scored 84%, ahead of Virgin with 75%. While male passengers (86%) are more likely than female (80%) to be satisfied with their business travel experience on Qantas, the reverse is true for Virgin (91% of women vs 66% of men).

Customer satisfaction, February 2015: Domestic Airlines and Domestic Business Airlines


Source: Roy Morgan Single Source (Australia), December 2014 – February 2015 (n=3,687)Base: Australians 14+ who used a domestic airline in last 12 months

The playing field is more crowded for international airlines, but Singapore Airlines shows little sign of being challenged for top spot. With a satisfaction rating of 90%, the airline is sitting pretty ahead of Emirates (87%), Qantas (83%) and Garuda (82%).

Customer Satisfaction, February 2015: International airlines


Source: Roy Morgan Single Source (Australia), March 2014 – February 2015 (n=15,990)Base: Australians 14+ who used an international airline in last 12 months

The chart above shows the difference in satisfaction for the 15 highest rating international airlines, with a hefty 16% separating Singapore Airlines and AirAsia X. Among other international airlines that did not make it into the Top 15, scores fell as low as 45%.

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