NCL has engaged Bain and Company to perform a survey of agents selling their product. They're looking for feedback in all areas of their performance in the cruise industry. I just did my survey. I think it's a great idea to get input on what is working and what needs improvement. Hopefully, they will identify some areas that can be improved upon and become an even better company as a result.
The results of their survey are now becoming changes in their processes. I wish I could post the email I just recieved but I don't think that's allowed. They are revamping thier entire system from top down and calling it Partnership 2.0
It's supposed to improve relations with agents and agencies, their billing practices and adding a Resolutions Desk. They have eliminated over 1000 promo codes to streamline their pricing structure. These are just a few of the long overdue changes that should bring their policies and procedures in line with the rest of the industry. I for one, am greatful for Apollo's intervention and recognition that there were problems that needed to be addressed and they are doing so.
I think the cruising public will see vast improvement in their product overall in the near future. We are already seeing it on the booking end in dealing with the company.
Every cruisline should go thru a process similar to this one....taking in TA's, business partners and the general cruising public...AND THEN LISTEN TO WHAT WE SAY....It can only make cruising a more pleasurable way to travel... Happy Cruising one and all...
Well after in initial improvement they have wasted their money on the survey and all the new press and marketing material on their new Partnership 2.0
I relly hope someone at NCL Corp offices reads these posts. They have slipped right back to business as usual and you can once again, not resolve issues easily. They put out promotions that they don't honor for onboard credits even when you follow their guidelines to a tee. Their billing process is a shambles and they don't return calls. I had such high hopes that they would change the way they handle errors and problems when they occur. After wasting most of this week trying to resolve issues with promotions, billing and other problems created by an inefficient and error riddled system.
And then there are those of us who have never been thrilled with the NCL brand. Not that I've had awful experiences, but I prefer other lines. This is why it is a good thing to have so many choices still available.
I love the cruiselines as a general rule, they help provide me and so many others with a living. They can make you nuts when you have to deal with their processes and systems when they don't always work the way they're supposed to. I would love nothing more than to have all the cruiselines provide the best experience imaginable for their clients and business associates. On the ship they nearly all do a great job. Some fit certain people better than others, like Dave says there are a lot of choices so pick your flavor. I only wish when something is obviously broken, they'd try their best to fix it. NCLA was broken for a very long time without a fix. They have other examples fo things that could use an overhaul and so do many other lines. I shouldn't have become a whiner about it on here and for that I apologize. I hope it's a temporary glitch that they fix and will let you know if they do. I'll be the first to praise any line for a job well done.
I held back on posting this, but decided to do so in the end...
On our NCL cruise last month, we did not receive comment cards. We were told that a sampling of passengers would receive an email containing a link through which to fill out a comment form.
I don't think it's right for the line to exclude pax from providing feedback. Why can't they send an email to all pax who provide an address? Why exclude those who don't have email access? Not only is this not sound from a research perspective, it gives the impression that the opinions of some pax don't count.
So... I wrote them a letter, instead.
LisaP
Posts: 2501 | Location: Massachusetts, USA | Registered: December 17, 2005
Lisa, I'll bet every passenger on Gem and Pearl get comment cards. Those ships get very good reviews on a consistent basis. The Dream is certainly not at that level but to take feedback on something that's not broken and not want to hear from clients on issues that need addressed is certainly not what I'd consider a good business decision. I'm happy to hear you sent a letter. I only wish I had confidence they wanted to hear from you and would take your letter and others seriously. I'd love to see a post on the reply when/if you recieve one. Seems to me they are selective in the feedback they want and are willing to accept. I sincerely hope they prove me wrong.
We did the Jewel transatlantic at the end of April. We were also advised that a random selection of passengers would get an e-mail survey. I got one but it is mostly a "rate from 1 to 5" type for a lot of different questions without any chance to actually comment on anything.
Originally posted by Jill SC: We did the Jewel transatlantic at the end of April. We were also advised that a random selection of passengers would get an e-mail survey. I got one but it is mostly a "rate from 1 to 5" type for a lot of different questions without any chance to actually comment on anything.
1 to 5 rankings are helpful when comparing ships statistically, but useless for improving overall service.
