Page 36 - Asian Cruise Traveller Duty & Tax Free Retail

Industry Insider:
Asian Cruise Traveller Duty & Tax Free Retail
3.2.2 ASIAN CRUISE TRAVELLER SATISFACTION
High levels of satisfaction are apparent among Asian cruise travellers with 87% having had their pre-trip expectations either met or exceeded on their most recent voyage. This is reflected by 85% of travellers indicating that they would recommend their most recent cruise to a family member or friend.
Figure 4: Asian Cruise Traveller Satisfaction
Satisfaction levels highest among Chinese Mainland and Female travellers
Metsome expectations 12%
Met expectations 60%
Metno expectations 1%
Exceeded expectations 27%
Good customer service is by far the leading factor driving high rates of satisfaction. A wide range of good facilities and activities are also key in driving perceptions and pre- trip expectations, as illustrated by one traveller explaining their trip exceeding expectations by, “There were a lot of fun things to do and entertainment facilities”.
Of travellers less satisfied with their overall cruise experience, factors including the quality or range of food available are among main issues. In addition, the traveller becoming bored also diminishes satisfaction levels, further illustrating the importance of on-board facilities & activities.
Increase satisfaction through improving the quality and range of eating options
Higher rates of satisfaction driven by good service and quality of vessel facilities
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