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We often use independent research organisations to run a stakeholder satisfaction survey which analyses attitudes towards CASA and aviation safety regulation.
The survey is an important performance measure for CASA to understand how we’re performing across all sectors of Australian aviation.
It helps us to focus our efforts on the things most important to our clients.
Background
CASA has more than 118,000 stakeholders across various sectors including pilots, airports, maintenance engineers or drone owners.
To make sure we heard from all sectors to understand whether we’re improving our services, researchers recommended a robust survey methodology.
It found 14 core types of stakeholders and formed sampling quotas for each of these core types. This created a sample size of respondents to represent the CASA stakeholder community.
Researchers randomly selected authorisation holders on the database and sent emails to take part in the survey to each of these core types to make up the 6,600 stakeholders.
Each email included a unique survey link to ensure the integrity of the survey.
Researchers suggested this method to avoid any one group influencing the results. It also made sure people couldn’t give multiple responses.
Stakeholder satisfaction survey 2025
CASA’s 2025 stakeholder satisfaction survey shows overall perceptions remain steady.
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).
Analysis shows that the key drivers of overall satisfaction with CASA relate to maintaining an open and transparent relationship, perceptions of the standard of CASA’s service delivery, a perception of balancing consistency and flexibility, availability of online resources, and CASA’s decision making.
Alongside the improvement in 'very satisfied' responses, dissatisfaction has also increased. Seventeen per cent of stakeholders reported being 'dissatisfied', compared with 13% in 2023.
Consistent with the 2023 survey, dissatisfaction continues to be driven by slow service delivery. While we have made some progress in this area, we acknowledge there is more work to do and are actively taking steps to address this issue.
CASA’s 2025 stakeholder survey was conducted by independent research organisation, WhereTo.
Read the full report of the survey findings:
Stakeholder satisfaction survey 2023
Our biennial stakeholder satisfaction survey was conducted in 2023.
While there was an overall reduction in satisfaction (from 6.3 in 2020 to 6.1 in 2023), the survey found that satisfaction increased across most aspects of CASA’s performance since 2020.
The overall rating was impacted by frustrations with service delivery due to delays in applications and approvals.
Stakeholder satisfaction survey 2020
CASA appointed Faster Horses to manage the latest stakeholder survey in November and December 2020.
The survey found a small increase in stakeholder satisfaction, with a rating of 6.3 in the latest survey. The rating in 2018 was 6.2.
Stakeholder satisfaction survey 2018
The 2018 survey found the aviation community's satisfaction with our performance had risen significantly since the previous survey in 2015.
It reflected an overall satisfaction rating of 6.2 out of 10, up from 4.2 in the same survey conducted in 2015.