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Happy Holidays! NZ’s Top Tourism Companies Awarded

Friday, 1 March 2013

Happy Holidays! NZ’s Top Tourism Companies Awarded

Roy Morgan Research last night revealed the winners of its 2nd annual Customer Satisfaction Awards for Travel and Tourism at a gala dinner in Auckland.

Throughout 2012, Roy Morgan Research surveyed over 12,000 consumers across New Zealand. Based on their responses, each month we awarded the Hotel, Domestic Airline, and International Airline with the highest proportion of satisfied customers.

Now, for the second time, we reveal the overall winners for the year, those Tourism and Travel companies that most successfully and consistently satisfied their customers.

Air New Zealand Link wins 2012 Domestic Airline of the Year

2012 was an eventful year for Air New Zealand with CEO Rob Fyfe announcing last January his December resignation. Air New Zealand’s two domestic arms fought it out for the title, with Link taking seven months and Domestic five, to Jetstar’s none.

Emirates wins 2012 International Airline of the Year

In December 2007, nearly 30% of New Zealanders aged 14+ had taken an overseas holiday in the previous 12 months. As of December 2012, this figure had dropped to under 25%. With this shrinking base of potential customers, international airlines operating in New Zealand have been in fierce competition. In 2012, Emirates overtook Singapore Airlines as the international carrier with the highest proportion of satisfied customers.

Hilton wins 2012 Hotel of the Year

Winning 8 out of the 12 months, Hilton led the pack in 2012. With both domestic and international tourism in decline over the last five years, the hotel market in New Zealand has never been more competitive. To compete, New Zealand hotels have had to distinguish themselves on customer service. And the Hilton has come out in front.

Pip Elliott, General Manager, Roy Morgan Research NZ, says:

“The New Zealand Tourism Industry is a tough place to be, and customer satisfaction is a crucial measure for hotels and airlines looking for a point of difference from their competitors.
“Now in only its second year, these Awards are already becoming recognised as currency in the travel and tourism industry, being the most accurate and trusted indicators of customer satisfaction in New Zealand.
“By integrating customer satisfaction measures with our world-leading Single Source survey of over 12,000 Kiwis, we offer businesses incomparable research into just how satisfied their customers are and areas where they could improve.
“Roy Morgan Research congratulates not only the winners but all successful businesses, large and small, that consistently aim to satisfy their customers.”

To visit the Roy Morgan Customer Satisfaction Awards website, click here. The website monitors the movement in customer satisfaction for a number of businesses over different industries.
To purchase any number of Roy Morgan’s Satisfied and Dissatisfied Customer Profiles, click here. These profiles are an in-depth analysis of customers who have indicated they are either satisfied or dissatisfied with a particular business.
Please click on this link to the Roy Morgan Online Store.


About Roy Morgan Research:
Roy Morgan Research is the largest independent Australian and New Zealand research company, with offices also in the United States, United Kingdom, and Indonesia. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan Research has more than 70 years’ experience in collecting objective, independent information on consumers.
Roy Morgan Research was set up in New Zealand in the 1990s and has been collecting information across a wide range of industries in New Zealand ever since. Roy Morgan currently has over 10 years of trended data on a geographically and demographically representative sample of over 12,000 New Zealanders aged 14+.

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