Page 51 - European Cruise Traveller Duty & Tax Free Retail

Industry Insider:
European Cruise Duty & Tax Free Retail 2016
However, the areas of priority outlined in the previous table should only be considered for the collective European on-board and on-land cruise Duty & Tax Free channels, with different cruise liners, locations, operators and stores potentially satisfying traveller expectations to a greater extent than others.
This is illustrated in the table below which outlines the differing shopper perceptions of the Duty & Tax Free offering on-board cruise liners operated by the three leading cruise providers in this report. This clearly shows how relatively sizable variances occur, with overall service positivity being much higher for MSC Cruise and Costa Cruises compared to P&O Cruises.
Table 7: Positive Perceptions of Cruise Operator Channel Aspects vs. Average
*To calculate the above scores, we compared the percentage of shoppers perceiving an area (e.g. sampling opportunities) as either very good or excellent against the combined average of excellent & very good perceptions across all areas (i.e. Sampling Opportunities, Staff Service, Ease of Payment, etc.). This was completed for the on- board and on-land offers separately.
Channel Area Perceptions
(% ‘excellent’/’very good’ vs operator average)
Channel Area
Costa Cruises
P&O Cruises
MSC Cruises
Overall Positive Perception
58%
41%
61%
Sampling Opportunities
-11%
-16%
-18%
Product Information
-10%
-13%
-4%
Shopping Environment
2%
-1%
3%
Staff Service
11%
10%
7%
Product Displays
6%
2%
3%
Ease of Payment
3%
26%
10%
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