P&O Cruises have been named among the top UK based organisations for customer satisfaction, according to the latest Institute of Customer Service survey!
Having flown through the rankings from 134 in July 2018, to 16 in July 2019, P&O Cruises is one of the top 20 most improved organisations, and the only cruise company to be featured in the tourism sector.
Published twice a year, the survey rates customer satisfaction across 13 different sectors and incorporates the views of 10,000 consumers from online surveys and 242 brands are scored. Different customer measures are surveyed including staff professionalism, quality and efficiency of service, trust and transparency, customer experience, complaint handling and ethics. P&O Cruises was one of the top performers for complaint handling and ethics.
“We’re proud of our achievement to be recognised as one of the most improved organisations, evolving and developing P&O Cruises customer service experience has been a core focus during recent years.
“Without the support of our people that work tirelessly for the brand to deliver exceptional standards for customers week in, week out we could not have delivered such a great result. We will continue to challenge ourselves in this area, with an aim to be in the top ten ranking by 2022, keeping our Guests and people at the heart of everything we do.”
Paul Ludlow
Here are just a few of the things we’ve done to help us reach this spot…
- ‘No Quibble’ – a pilot aimed to empower onboard reception teams to reduce the amount of onboard account related queries / complaints. The pilot was well received. It drove up onboard resolution in reception and reduced post cruise complaints. It has since been incorporated into BAU.
- ‘Service Recovery’ project– to bring brands (GE) and Guest Relations together to improve service and remove common issues / irritants for ship / Guests. We’re also working to develop the onboard resolution toolkit to help staff onboard deal with guest queries at source.
- Close The Loop pilot – Proactively calling Guests who have completed the end of cruise ‘Holiday Happiness’ questionnaire and scored as a ‘detractor’ to engage with them and listen to and understand their experiences and resolve issues. This has improved their NPS and customer retention. The pilot was well received and it will be included as a longer term focus for 2020.
- Accessibility and mobility communications – This year have focussed our attention on Travel Agents to reduce Guest issues with their bookings in this area.
- Gigya / My account – Project to consolidate data privacy policies and procedures. This included a full Contant Centre brief to empower telephony to be able to assist with Guests queries correctly and efficiently without the need for lengthy escalations and hand offs.
- Lost property – Full policy review due to large amounts of missing items. The new process has resulted in a reduction in escalated complaints on this theme.
And we’re not just stopping there – we want to be in the top ten ranking by 2022, keeping our Guests and people at the heart of everything we do.
Thank you to everyone involved in helping us achieve such a fantastic rise and delivering unforgettable holiday happiness for our Guests!