Kulula has scored the highest rating in the independent South African Customer Satisfaction Index (SAcsi) for the second consecutive year between South African domestic airlines.

Kulula is the best Domestic Airline in South Africa still

SAcsi is South Africa’s first wholly independent national customer satisfaction index with international comparability that operates as a self-regulated national yardstick for customer satisfaction in quality of products and services available to domestic consumers in South Africa. SAcsi was founded by Professor Adré Schreuder, an expert in customer satisfaction and a marketing research leader, and is supported by both industry and academia.


kulula still the best domestic airline in south africa

Kulula Airlines


Conducted between May and July of last year, the research is based on interviews with 1275 participants carried out online and telephonically focusing on consumer’s experiences and insight when travelling with numerous airlines. The results confirmed Kululas status, holding the leading position with a score of 72.8 out of 100, as the champion airline and maintaining their leadership position.

The SAcsi model combines three aspects of customer satisfaction: expectations, perceived value and perceived quality. In the category for airlines, customers perceived quality and expectations were equal with the previous year’s study while on the whole, the average for perceived value showed an increase to 71.2. Notably Kulula was one of the airlines that received high scores for perceived value.

The computed customer satisfaction index is statistically correlated to two results, that of customer loyalty and customer complaints. “Kulula is the overall leader in loyalty” says Professor Schreuder. He also commended Kulula for scoring high points for customer service. “Kululas staff friendliness and competence has definitely paid off – well done Kulula” says, Professor Schreuder.

“We are thrilled that we have been recognised for excellent customer service for the second consecutive year. We are especially proud of this honour, as our staff are our greatest asset and help us exceed customer satisfaction levels. We constantly strive to improve our passenger’s experiences with our brand and we do our best to ensure that their travel experience is hassle free and fun” says, Shaun Pozyn, Head of Marketing for kulula.com.

Comparative to international ratings, South Africa’s airline industry’s tally of 69.7 measures up with the USA that reportedly on the whole, achieved a satisfaction score of 71 out of 100.

To find out more about Kulula, go online to www.kulula.com or phone the Kulula contact centre on 0861 KULULA/0861 585852.

For further information on the South African Customer Satisfaction Index (SAcsi) log into www.sacsi.co.za, telephone (0) 12 665 6200 or email Professor Adré Schreuder, founder of SAcsi and CEO of Consulta on [email protected]