Furthering its commitment to the guest experience as part of its fleet-wide Freestyle 2.0 initiative, NCL Corporation (NCL) is implementing a new comprehensive guest feedback process. The NCL Guest Experience & Loyalty Scorecard is the new online system to collect, analyze and report guest feedback about the entire cruise experience.
“We are committed to exceeding our guests’ expectations while delivering a superior cruise experience, so having this new guest feedback tool in place is of the utmost importance to our success,” said Colin Veitch, NCL's president and CEO. “Guest feedback helped NCL shape the new Freestyle 2.0 cruise experience and we will continue to listen to our guests to measure the delivery and impact of those enhancements, as well as guide future product innovations within Freestyle Cruising.”
Once guests return home from their NCL cruise, they receive an email invitation allowing them to conveniently provide feedback on their entire cruise experience via a post-cruise online survey. The web-based format, which takes the place of the on-board guest comment card, allows NCL to continuously listen to the voice of the guest and integrate that insight into further development of the NCL product and customer strategy.
The scorecard, which will be in place fleet-wide by mid-April, will help measure the impact of the new Freestyle 2.0 enhancements which include a major investment in the total dining experience; upgrading the stateroom experience; new wide ranging on-board activities for guests of all ages; and additional recognition, service and amenities for balcony, suite and villa guests. Norwegian Jade is the first ship to feature Freestyle 2.0. Additional ships will launch Freestyle 2.0 within the following weeks, with fleet-wide roll out implemented by June 1, 2008.
NCL Corporation Ltd. is the holding company for various subsidiary companies involved in owning and operating the ships of Norwegian Cruise Line.
NCL is building two new third generation Freestyle Cruising ships for delivery in 2010. NCL today has the youngest fleet in the industry, providing guests the opportunity to enjoy the flexibility of Freestyle Cruising on the newest, most contemporary ships at sea, and has recently added its latest new ship, the 2,400-passenger Norwegian Gem.