The Civil Aviation Authority

The Challenge

The Civil Aviation Authority (CAA), the UK’s aviation regulator, requires robust and independent data to understand the performance of the aviation sector. The UK Aviation Consumer Survey is the regulator’s annual investigation into UK consumer behaviour and attitudes regarding flying. Insight from the survey enables the CAA to understand how the sector is serving passengers, and where action is required.

Our approach

Every wave, Savanta surveys a representative sample of 3,500 UK adults. We use a mixed methods approach conducting interviews both online and by telephone, to make sure that participants are not excluded due to the survey methodology. The survey covers a wide range of topics, including airline pricing, safety, punctuality and the environment. Each wave, Savanta design the topical questions for the survey, in close partnership with the CAA and the CAA’s Consumer Panel.

The outcome

We provide both a dashboard summary of results, and a full report on the survey, providing the CAA with detailed insight into the performance of the UK aviation sector, and how the passenger experience can be improved. The results are used to inform regulatory decisions and interventions across the CAA.

The latest results can be seen here.