Page 24 - European Cruise Traveller Duty & Tax Free Retail

Industry Insider:
European Cruise Duty & Tax Free Retail 2016
2.2.2 CRUISE TRAVELLER SATISFACTION
In general terms, European cruise travellers are satisfied with their most recent cruise, with 9 in 10 travellers either having their pre- trip expectations met or exceeded. Furthermore, 92% of travellers would recommend their most recent cruise to others in the future, particularly friends and family, but also work colleagues.
Figure 4: Cruise Traveller Satisfaction
Younger, Italian & German travellers are significantly more likely to say the cruise exceeded expectations
Met some
expectations 1%
Met no expectations
11%
Met expectations 59%
Exceeded expectations 29%
Younger (37%), Italian (35%) and German (32%) travellers are significantly more likely to have had their pre-trip expectation exceeded on their most recent cruise. In addition, females and those travelling in the North European / Nordic region are also more positive about their most recent experience. Key factors driving high levels of satisfaction include the service offered by on-board staff. The excursions / locations visited are also key factors driving traveller satisfaction levels, along with on-board entertainment.
Our research highlights ‘hidden charges’ or added expenses during the cruise as the main area driving service dissatisfaction.
High satisfaction rates primarily due to on-board staff service and excursions / locations visited
Increase satisfaction through highlighting additional on-board charges prior to travel
© Counter Intelligence Retail Ltd www.counterintelligenceretail.com 24