Page 27 - North American & Caribbean Cruise Traveller

Industry Insider:
North American & Caribbean Cruise Duty & Tax Free Retail 2015
2.2.2 CRUISE TRAVELLER SATISFACTION
North American & Caribbean cruise travellers are largely satisfied with their most recent cruise, with 91% having had their pre- trip expectations either met or exceeded and 93% of travellers saying they would recommend their most recent cruise to others in the future.
Figure 4: Cruise Traveller Satisfaction
Younger travellers and Americans are most likely to say the cruise exceeded expectations
High satisfaction rates primarily due to perceptions of being family friendly and the quality of the ship and its facilities
Met some expectations 8%
Met no expectations 1%
Exceeded expectations
Met 40% expectations
51%
Younger travellers are significantly more likely to say that their cruise exceeded their expectations, with the family friendliness of the cruise being the primary reason. The overall ship and facilities available on-board was another area that exceeded expectations.
The excursions/visits and food/drink were other aspects of the cruise that travellers were most positive about.
Of those travellers who were less satisfied with their overall cruise experience, the entertainment and the quality/range of the food/drink were the main areas where travellers were disappointed.
Increase satisfaction through improving the quality of the entertainment and the range of food/drink
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