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Qantas, Singapore 2019’s most satisfying airlines

As voted by 50,000 consumers across Australia, Qantas and Singapore Airlines have lead the way among carriers in Roy Morgan’s 2019 Customer Satisfaction Awards. 


The annual awards recognise customer satisfaction levels across multiple categories in business across Australia, and the winners, according to Roy Morgan CEO Michele Levine, all share a determination to understand what their customers need and are able to deliver it.


“That’s what has earned each of them coveted recognition as best in their field, judged by their customers, over the year just ended – 2019,” Ms Levine said. 



Presented in Melbourne on Monday night, the awards recognised Qantas as the ‘Domestic Airline of the Year’ and ‘Domestic Business Travel Airline of the Year’, and Singapore Airlines as the ‘International Airline of the Year’. 


The annual awards go to the companies that take out the most monthly satisfaction awards throughout the year – and while no one earned a clean sweep of 12 gongs, several companies, including Qantas, won 11 of the 12 months. 


Among the other big names to come close in their respective fields were Bunnings, Commonwealth Bank, Foodland, RAC, Rebel and Subway.   


“As customers, we put different demands on different kinds of providers, and the customer satisfaction score required to win varies significantly from industry to industry,” Levine said. 


“For car manufacturers, chemists, furniture and electrical stores, and hardware stores, winning percentages are in the 90s, while for utilities providers and retail super funds the top scores are in the 50s. But whatever the base, each of the winners understands that dissatisfied customers have an enormous impact on the bottom line and they work hard to avoid that.”



Roy Morgan’s annual awards are determined from a single source survey, for which 50,000 consumers from all around Australia are questioned in person on their satisfaction with companies across 32 industries.


Some of the non-travel related winners included:   

-Mobile Phone Service Provider of the Year – ALDImobile

-Home Phone and Internet Service Provider of the Year – Internode

-Car Manufacturer of the Year – Lexus

-Major car Manufacturer of the Year – Mazda

-Bank of the Year – Bank Australia

-Major Bank of the Year – Commonwealth Bank

-General Insurer of the Year – RACT

-Major General Insurer of the Year – RAC

-Quick Service Restaurant of the Year – Crust Pizza

-Major Quick Service Restaurant of the Year – Subway

-Supermarket of the Year – Foodland


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Written by: Mark Harada
Published: 19 February 2020

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