When we began UK coastal cruising (Profile 1) with no port stops, it was as new for us as it was our guests, but consistently high Net Promoter Scores (NPS)* alongside positive sentiment shows we definitely delivered unforgettable holiday happiness!
Our Profile 1 cruises also allowed us the opportunity to gather feedback and adapt so we can improve the guest experience for Profile 2 (International cruising). One way we’ve done this already is by improving signage through the embarkation process to make boarding smoother and less stressful for guests.
We’re continuing to monitor evolving COVID-19 guidance and requirements in the destinations on our itineraries and have a dedicated Horizon Scanning Working Group which identifies potential impacts.
Our NPS explained
For Profile 1 (UK coastal cruising), P&O Cruises recorded an overall NPS of 44 (4 pts above 2019 overall), with a notable NPS of 63 for one of Iona’s 7 day cruises.
For Cunard’s Queen Elizabeth we’ve also seen the 2019 benchmark exceeded, from 44 in 2019 to 58 for Profile 1, with all bar one voyage exceeding an NPS of 50, and a high of 69.
Guests appreciate the visible cleaning and stringency from crew and find it a really reassuring backdrop to an enjoyable cruise. For all our ships we’ve seen high scores for health and hygiene measures and feeling safe.
The cruise was excellent from beginning to end. Cunard made us feel very safe with their COVID precautions, excellent organisation!” New to brand Guest, Queen Elizabeth
“In light of the Covid situation the ship was immaculate and constantly cleaned. COVID-19 rules were brilliant.” Repeat Guest, Iona
“From the moment we walked in we were treated amazingly, polite, kind, just made us feel special.” New to Brand, Queen Elizabeth.
My first cruise experience was amazing. Every member of staff was polite … Loved Iona so much I booked another trip while on board.” New to cruise Guest, Iona
Our colleagues on board continue to impress with guests of both brands giving high scores for ‘friendly and personable’ and ‘made me feel like a valued guest.
As part of return to service plan we’ve updated countless processes and protocols and there are some changes that guests really welcomed, like the new muster process.
Guests are also adjusting to the use of myHoliday which has seen improving scores and increased usage as the months have gone on.
Have you been on board recently? What did you think of your cruise experience? Share your insight via the comments below.
Insight and quotes taken from the Holiday Happiness Survey (survey sent to the lead booker on day of disembark). For more information please contact Naomi.Crisp@pocruises.com
*NPS is calculated by taking the proportion of ‘Promoters’ (scoring 9 or 10) and subtracting the proportion of ‘Detractors’ (scoring 0 – 6)