On 27 June we began creating unforgettable holiday happiness once more as Britannia set sail with Guests on board for the first time in 15 months.
Now we have Guests back on board we’re able to measure how much they enjoyed their holiday with the reintroduction of our Holiday Happiness Survey (HHS).
The first results are in!
We’re pleased to announce Britannia’s NPS for her return to service so far is 53. This is particularly impressive when compared to P&O Cruises’ 2019 NPS of 40, demonstrating what a great achievement this is for all involved. In addition, 90% of Guests scored 9 or 10 (out of 10) for both ‘feeling safe on board’ and ‘health and hygiene measures’.
“Loved the Britannia Ship, Staff were very welcoming and friendly”
B113N, Newcomer
As a testament of all the incredible work our people on board are doing to create unforgettable holiday happiness in line with our COVID-19 protocols, here are a few of our Guests comments:
“The cleanliness of the whole ship was impressive and the ongoing cleaning was great” Newcomer, B113N
“All passengers had received both vaccination jabs before being allowed to board and I was confident that social distancing and hygiene issues would be strictly adhered to.” Past Guest, B113P
As further evidence of our crew doing a great job, our key measures for service; ‘crew were friendly and personal’, ‘crew were available when I needed them’ and ‘crew made me feel like a valued Guest’ were given a score of 9 or 10 by over 75% of Guests.
“P&O are very professional and the crew on board were magnificent, friendly and helpful”
Past Guest, B113Q
How do we measure our Guests’ Holiday Happiness?
On the day of departure our Guests receive an online survey where they’re able to share feedback on all aspects of their on board experience. Through this we’re able to understand how Guests are feeling, what they loved, and things that we might need to improve on for next time.
One of the key measures in the HHS is; ‘If asked, how likely is it that you would recommend P&O Cruises to a friend or colleague?’, Guests answer on a scale of 0 (very unlikely) to 10 (very likely) and it is the answer to this question that provides our ‘Net Promoter Score’ (NPS)*.
The HHS is collecting continuously so we can monitor feedback and review our progress as more ships return to service and we navigate through more inevitable changes to the world in 2021 and beyond.
If you’d like to know more get in touch with Naomi Crisp in our Consumer Insight team.
*NPS is calculated by taking the proportion of ‘Promoters’ (scoring 9 or 10) and subtracting the proportion of ‘Detractors’ (scoring 0 – 6). For our return to service we have 65% promoters, and 12% detractors, this gives us our NPS of +53. Scores update every time a Guest completes the survey, this NPS is correct as of 13 July 2021.