Which airline delivered on customer satisfaction?

Roy Morgan has tallied its survey results for November 2019, and the leader was...

Singapore Airlines achieved the highest customer satisfaction rating among international airlines operating to and from Australia during the month of November, according to the latest Roy Morgan research.

The Singaporean airline scored a customer satisfaction rating of 87%, two percentage points ahead of its nearest competitors, Emirates and Qatar Airways which achieved 85% each. Following the Gulf carriers were Air New Zealand (84%), Qantas (80%), Cathay Pacific (79%), Etihad Airways (78%), Virgin Australia (77%), Thai Airways (74%) and Air Canada (71%).

The new ratings are derived from in-depth face-to-face interviews with over 1,000 Australians each week in their homes.

Singapore Airlines Regional Vice President South West Pacific, Mr Philip Goh, told LATTE that the carrier was “humbled” at the recognition for the month of November.

“The award is validation for the incredible effort and dedication that our customer service teams deliver every day across the country and across our network.

“Delivering to customers a consistently high level of service excellence is something that we pride ourselves on and we look forward to ensuring that we not only meet, but exceed, our customers’ expectations,” Goh said.

Roy Morgan CEO Michele Levine says the top three performers in the latest ratings have been the clear customer satisfaction standouts throughout the year.

“Singapore Airlines and Emirates have challenged each other month by month for top position throughout the past year, while Qatar Airways has finished in third place an astonishing eleven times. These three airlines have had the satisfaction ratings lead on lockdown. Other international carriers, particularly the strongly performing Air New Zealand, will need to lift their ratings to compete for monthly award wins in 2020″.

Leading international airline customer satisfaction ratings

For more information on Roy Morgan’s report, click HERE.

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