Virgin Australia is closing the gap on Qantas when it comes to customer satisfaction, according to Roy Morgan Research.
The company's quarterly Domestic Airline Satisfaction report quarter shows Qantas still in the lead, with 84% of customers surveyed being either ‘very satisfied’ or ‘fairly satisfied' for the three months to September 2011.
However, Qantas slipped from its previous all-time high of 87% in June 2011, losing 3 points in as many months.
Virgin Australia gained over the same period as Qantas fell, with its most noticeable uptick in the final month to reach 81%.
"Although Qantas still has a small lead over Virgin Australia the gap is likely to close further in the coming months" predicts Jane Ianniello, Roy Morgan Research International Director of Tourism, Travel & Leisure, noting that Virgin is "likely to rise further with its quick response in putting on more flights during the Qantas industrial dispute."
Jetstar's domestic customers followed well down at 68%, while Tiger managed to claw its way back up to 44%.