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Stakeholder satisfaction surveys
Date of publication:
8 April 2021
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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.
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.
The results showed 54% of respondents stated that they were satisfied or very satisfied with CASA’s performance. While 17% were dissatisfied or very dissatisfied.
CASA has more than 88,000 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, Faster Horses 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.
Faster Horses 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.
Faster Horses suggested this method to avoid any one group influencing the results. It also made sure people couldn’t give multiple responses.
For those who were not on the CASA database including members of sport and recreational bodies, Faster Horses asked them to give input through a unique code.
The most last survey was conducted in 2018 and found the aviation community's satisfaction with our performance had risen significantly since the previous survey in 2015.
The 2018 survey reflected an overall satisfaction rating of 6.2 out of 10, up from 4.2 in the same survey conducted in 2015.