Page 52 - Asian Cruise Traveller Duty & Tax Free Retail

ON-BOARD...
Almost all on-board shoppers are highly satisfied with their experience overall, with just less than two thirds perceiving the offer to be either ‘excellent or ‘very good’.
Little evidence of dissatisfaction exists among on-board shoppers. Just 5% of those shopping on-board the vessel indicate negative perceptions. However, opportunity clearly exists to increase satisfaction among those with currently ‘good’ or ‘very good’ perceptions of the overall service.
Figure 8: Overall Cruise Duty and Tax Free Offer Perceptions: On-board
Industry Insider:
Asian Cruise Traveller Duty & Tax Free Retail
ON-LAND...
Shopper perceptions of on-land stores are similar to those among on-board shoppers, with 2 in 3 perceiving the offer to be either ‘very good’ or ‘excellent’.
Only 5% have negative perceptions of the on-land service. However, as is the case with the offer on-board the ship, although service dissatisfaction is relatively scarce, clear potential does exist to drive increased levels of satisfaction among those with currently weaker positive perceptions.
Figure 9: Overall Cruise Duty and Tax Free Offer Perceptions: On-land
Excellent Very Good Good Poor/Very/Extremely Poor
22%
44%
29% 5%
Excellent Very Good Good Poor/Very/Extremely Poor
23%
40%
31% 5%
The highly positive perception of both the on-board and on-land offers supports the importance of cruise retail to Asian travellers. However, the key challenge facing both channels going forward is driving strong positive perceptions among those with currently weaker positive perceptions.
Among all those who interacted with the cruise Duty / Tax Free retail channel (either on- board or on-land) on their last trip we found more positive perceptions among...:
...Chinese Mainlanders: 77% perceived the overall offer to be ‘excellent’ or ‘very good’ vs. 56% of Taiwanese; 51% of Singaporeans and 48% of Hong Kongers.
...passengers on longer duration cruises: Just 51% of short term cruise travellers perceive the overall offer to be ‘excellent’ or ‘very good’ compared to 65% of medium cruise travellers, 71% of long cruise travellers and 73% of extended cruise length travellers. This is however, potentially due to longer cruise passengers being exposed to a great level of Duty / Tax Free services during their trip.
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