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Qantas customer satisfaction reaches record levels

Qantas has posted its full results for the financial year ending 30th June 2016 - and underlying profit before tax of $1.53 billion is the best result in its 95-year history. 

Further to this, the report findings also revealed that customer satisfaction was at record levels for the period.

This is attributed in part to upgrades that have been made to the company's A330 and B737 fleets, as well as ongoing investment in service training.

The record performance is a 57 per cent per cent improvement on financial year 2015 and this means that Qantas will resume dividend payments to shareholders. 

Furthermore, the national carrier will also reward 25,000 enterprise bargaining agreement-covered employees with a one-off cash bonus. 

Investments will also be made that directly benefit customers, including extending Wi-Fi to Qantas's regional and international fleets and finalising the network and customer experience for the Qantas Dreamliner.

Qantas chief executive officer Alan Joyce said this strong performance is an effective demonstration of his firm's strategy to build a strong, sustainable future. 

He added that throughout this plan, areas that matter most to the customers have been given strong investment. 

"We've renewed our aircraft, lounges, technology and the training we provide for our people, who've done a phenomenal job to earn record customer satisfaction," Mr Joyce commented. 

"Today's result means we can build on those investments, with some really exciting projects in the pipeline to make the experience of flying with Qantas even better. Our plans for the Qantas Dreamliner, in particular, will set new standards for the industry."

This strong performance is said to act as a reflection of the advantages of Qantas's group portfolio, as an estimated two-thirds of its earnings were generated from strong, stable domestic and loyalty businesses. 

The remaining one-third comes from international business - increasing potential earnings and resilience to volatility.

Qantas Domestic reported underlying earnings before interest and taxes of $578 million - a 20 per cent increase on the financial year 2015. 

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