CASA’s 2025 stakeholder satisfaction survey shows overall perceptions remain steady.
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Overall satisfaction is unchanged since 2023, at 6.1 out of 10. But the proportion of stakeholders who were 'very satisfied' has grown significantly to 24%, up from 16% in 2023. This result is consistent with earlier years (22% in 2020 and 23% in 2018).
Alongside the improvement in 'very satisfied' responses, dissatisfaction has also increased. Seventeen per cent of stakeholders reported being 'dissatisfied', compared with 13% in 2023.
Dissatisfaction continues to centre on service delivery, with stakeholders in regular contact with CASA more likely to rate us negatively. This likely reflects that the matters stakeholders have contacted us about are still being addressed and not yet resolved.
While a third of respondents (37%) said they can easily interpret how regulations affect the way they operate, a similar proportion (38%) did not believe regulations have been easy to follow and interpret. This tells us there’s still work for us to do in terms of simplifying our rules and processes.
Survey participation was lower this year, with only 436 stakeholders completing the voluntary survey. This compares with 683 in 2023 and 755 in 2020.
The 2025 survey was conducted between April and June by independent research consultancy WhereTo. The methodology matched previous surveys. Fourteen stakeholders from a cross-section of the aviation industry were invited for in-depth interviews. A further 6,600 randomly selected stakeholders were invited to complete a 5-minute survey, with 436 responses received.
The researcher noted that the lower response rate (combined with the overall results and consistency of survey approach) may reflect stakeholders having fewer 'extreme' positive or negative views to share this year. Insights from the in-depth interviews suggest positive progress, with a shift in the tone and quality of the relationship with CASA.
You can read the full report of CASA’s 2025 stakeholder satisfaction survey now.