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J.D. Power Reports: Although Overall Satisfaction with Cruise Lines Is High, Nearly 20 Percent of Passengers Experience A



 J.D. Power Reports: Although Overall Satisfaction with Cruise Lines Is High,
     Nearly 20 Percent of Passengers Experience A Problem on Their Cruise

Disney Cruise Line Ranks Highest in Customer Satisfaction among Cruise Line
Brands

PR Newswire

WESTLAKE VILLAGE, Calif., June 27, 2013

WESTLAKE VILLAGE, Calif., June 27, 2013 /PRNewswire/ -- While overall customer
satisfaction with cruise lines is high, nearly one in five customers
experience a problem while on their cruise, according to the J.D. Power 2013
Cruise Line Satisfaction Report^SM released today.

(Logo: http://photos.prnewswire.com/prnh/20130605/LA26502LOGO)

KEY FINDINGS

  o Disney Cruise Line (871) ranks highest in overall satisfaction among
    cruise line brands, followed by Royal Caribbean (838).  
  o Price (53%) and past experience with brand (39%) are the two primary
    reasons for selecting a cruise line.
  o The average price paid for one person is $1,628 and $2,330 for a group of
    two to four.

The inaugural report measures cruise line customer satisfaction based on seven
key factors (in order of importance):  service; stateroom; food;
embark/debark; entertainment; cost; and excursions.

Disney Cruise Line ranks highest in customer satisfaction with a score of 871
(on a 1,000-point scale), significantly higher than the report average of 824,
and performs particularly well in the entertainment and food factors. Royal
Caribbean International ranks second with a score of 838, and performs
particularly well in service. Holland America Line ranks third at 835, also
performing particularly well in service.

While customer service, stateroom and food comprise more than 50 percent of
the contribution to overall satisfaction, the number of problems passengers
experience during their cruise also has a significant impact on loyalty and
advocacy. Overall, 18 percent of passengers across all cruise lines indicate
they experienced at least one problem on their cruise. On average, cruise line
passengers experience 1.8 problems.

Passengers experiencing zero or one problem (61% and 55%, respectively) say
they "definitely will" take another cruise with the cruise line they most
recently used. When two to three problems are experienced, the likelihood of
customers taking another cruise with the same cruise line drops dramatically
(33% and 28%, respectively). Among the brands above the industry average, 68
percent of passengers indicate they "definitely will" recommend their cruise
line to others, surpassing the report average of 61 percent. A high level of
satisfaction translates into customer loyalty and advocacy.

"Many cruise lines in the report have very high levels of passenger
satisfaction, well above the report average; however, for more than a year,
the overall industry has been dealing with a lot of negative news affecting
customer perceptions, expectations and trust," said Ramez Faza, senior account
manager of the global travel and hospitality practice at J.D. Power. "To raise
the bar, the industry must focus on meeting the needs of the nearly 20 percent
of passengers who experience a problem with their cruise line experience.
Cruise lines need to understand the causes of customer dissatisfaction and
determine what will motivate them to come back."

The primary reason for choosing a particular cruise line is price (53%).
However, among customers who say they "definitely will not" or "probably will
not" return for another cruise, cost is the driving factor, with their overall
satisfaction score at 614 points. The average price paid for one person is
$1,628. When the number of people in the traveling party increases to two or
four, prices average $2,330 for the group. Among customers who say they
"definitely will" return, service is the key reason for their decision.

"To retain existing customers or acquire new customers, cruise lines need to
be extremely sensitive to the price point that is most comfortable for
customers, while providing the highest level of service possible," said Faza.
"It's all about perceived value for customers. Did they get their money's
worth? Was the service better than expected? Simply put, cruise lines need to
work harder to create an enjoyable experience in which customers feel they are
getting a great value for the price. Cruise lines that satisfy their customers
and provide them with a reason to cruise again are rewarded with loyal
customers."

Most consumers become aware of their cruise line brand through one of several
means: the cruise line's website (28%); they are loyal customers who have
traveled with the cruise line previously (24%); or they discover the brand
from friends and family (17%). Additionally, television plays a role in
creating awareness about cruise lines, with 2.8 percent of customers saying
that TV ads were the reason they selected a cruise line brand.

J.D. Power offers the following recommendations to customers when selecting a
cruise line:

  o If you're planning a cruise for your family, choose a cruise line that
    provides age-appropriate entertainment and a variety of food choices for
    adults and children.
  o If you are taking a cruise with numerous ports of call find out which
    cruise line ranks highest for embarking/debarking. The more organized and
    efficient the cruise line is with both of these metrics, the less
    stressful the experience may be when leaving and returning to the ship.
  o Taking a cruise with many ports of call is a great way to experience the
    world. Research all of the ports of call ahead of booking your cruise and
    plan each excursion so you will have plenty of time to experience
    everything you're interested in and get back to the ship on time.

The 2013 Cruise Line Satisfaction Report is based on responses from 3,003
customers who travelled on a cruise line in the past 12 months. The study was
fielded from May 29, 2013, through June 14, 2013. Notably, among the five
brands ranking above the report average, Royal Caribbean International and
Celebrity Cruises are owned by Royal Caribbean Cruises Ltd. Holland America
Line and Princess Cruises (both above the report average) and Carnival Cruise
Lines (below the report average) are owned by Carnival Corporation & PLC.

Overall Customer Satisfaction Index Scores J.D. Power.com Power Circle Ratings
(Based on a 1,000-point scale)             For Consumers
Disney Cruise Line                 871     5
Royal Caribbean International      838     4
Holland America Line               835     4
Celebrity Cruises                  828     3
Princess Cruises                   826     3
Report Average                     824     3
Norwegian Cruise Line              817     3
Carnival Cruise Lines              810     2

About J.D. Power
J.D. Power is a global marketing information services company providing
performance improvement, social media and customer satisfaction insights and
solutions.  The company's quality and satisfaction measurements are based on
responses from millions of consumers annually. Headquartered in Westlake
Village, Calif., J.D. Power has offices in North America, Europe and Asia
Pacific. For more information on car reviews and ratings, car insurance,
health insurance, cell phone ratings, and more, please visit JDPower.com. J.D.
Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a
leader in credit ratings, benchmarks and analytics for the global capital and
commodity markets. Iconic brands include: Standard & Poor's Ratings Services,
S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, McGraw-Hill
Construction and Aviation Week. The Company has approximately 17,000 employees
in 27 countries. Additional information is available at http://www.mhfi.com.

J.D. Power Media Relations Contacts
John Tews; Troy, Mich.; (248) 680-6218; media.relations@jdpa.com
Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103;
media.relations@jdpa.com

No advertising or other promotional use can be made of the information in this
release without the express prior written consent of J.D. Power.
www.jdpower.com

Follow us on Twitter @jdpower

SOURCE J.D. Power and Associates

Website: http://www.jdpower.com
Website: http://www.mhfi.com
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