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Norwegian Cruise Line Launches New Online Guest Feedback Initiative
Furthering its commitment to the guest experience as part of its fleet-wide Freestyle 2.0 initiative, NCL Corporation (NCL) is implementing a new comprehensive guest feedback process. The NCL Guest Experience & Loyalty Scorecard is the new online system to collect, analyze and report guest feedback about the entire cruise experience.
“We are committed to exceeding our guests’ expectations while delivering a superior cruise experience, so having this new guest feedback tool in place is of the utmost importance to our success,” said Colin Veitch, NCL’s president and CEO. “Guest feedback helped NCL shape the new Freestyle 2.0 cruise experience and we will continue to listen to our guests to measure the delivery and impact of those enhancements, as well as guide future product innovations within Freestyle Cruising.”
Once guests return home from their NCL cruise, they receive an email invitation allowing them to conveniently provide feedback on their entire cruise experience via a post-cruise online survey. The web-based format, which takes the place of the on-board guest comment card, allows NCL to continuously listen to the voice of the guest and integrate that insight into further development of the NCL product and customer strategy.
The scorecard, which will be in place fleet-wide by mid-April, will help measure the impact of the new Freestyle 2.0 enhancements which include a major investment in the total dining experience; upgrading the stateroom experience; new wide ranging on-board activities for guests of all ages; and additional recognition, service and amenities for balcony, suite and villa guests. Norwegian Jade is the first ship to feature Freestyle 2.0. Additional ships will launch Freestyle 2.0 within the following weeks, with fleet-wide roll out implemented by June 1, 2008.
NCL Corporation Ltd. is the holding company for various subsidiary companies involved in owning and operating the ships of Norwegian Cruise Line.
NCL is building two new third generation Freestyle Cruising ships for delivery in 2010. NCL today has the youngest fleet in the industry, providing guests the opportunity to enjoy the flexibility of Freestyle Cruising on the newest, most contemporary ships at sea, and has recently added its latest new ship, the 2,400-passenger Norwegian Gem.
For high resolution, downloadable images, please log onto NCL’s web site at www.ncl.com/pressroom. For further information on NCL Corporation, contact a travel agent or NCL in the U.S. and Canada at (866) 234-0292.
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Hi,
I just cruised on The Norwegian Pearl on a 9-day Caribbean cruise (April 4th~13th). I think the experience overall was good, but not as good as two other cruises I have taken on the Dawn and The Dream. Making a dinner reservation is way too complicated. I thought that freestyle meant doing what I want, when I want. I had to get up early in order to stand in a line up so I could make a reservation for dinner for two nights later. We never had to do that on The Dawn or The Dream. I’m not sure what thought process was put into place for this sort of arrangement, but it certainly does not live up to “freestyle” as you keep speaking of. On a second note, we found the crew for the most part very impersonal and curt at times. We at first thought it was our observation on this, but after listening to conversations while in line-ups and on the elevator, it would appear that we are not alone on this point. We watched other guests asking their waiter to smile. His level of service was good, but there was no attempt on his part to initiate being friendly. We have three cruises with Norwegian Lines to our credit, but we would never want the other ships to follow The Pearl’s way of doing business. We spend a lot of money and time so we can enjoy ourselves, so it’s disappointing to have paid the money and know that we picked the wrong ship.
I will most likely cruise with NCL again, but it will definitely not be The Pearl. If I have another soured experienced again like the recent cruise then I will quite possibly take my business to another cruise liner.
Wayne,
Thank you so much for your comments. I am sorry that your cruise was not every thing you wanted it to be. I have been cruising a long time and I would not choose a cruise line that didn’t have traditional dining. I find it much easier to just show up for dinner at my appropriated time and know that my table and wait staff will be waiting for me. Most evening entertainment is scheduled around the set dining times so it really is a “no brainer” just to do traditional dining.
Just a reminder that here at cruise talk we are a news, information and sharing site. Your feed back provides valuable information to our readers. If you haven’t shared your thoughts with NCL make sure that you forward your comments on to customer service people at NCL.
I have a problem with your third sentence. NCL is a company that is providing a service to me, the customer. My initial comments were strictly my observations to my recent cruise experience, it wasn’t meant as a personal attack at you. It’s not important to me what your cruising experiences have been. It was my money and decision that lead me to cruising with NCL, not others opinions or perspectives. By the way, I didn’t appreciate your “no brainer’ comment either suggesting that I’m an idiot for not understanding the concept of a reservation.
Your comments “I find it much easier to just show up for dinner at my appropriated time and know that my table and wait staff will be waiting for me. Most evening entertainment is scheduled around the set dining times so it really is a “no brainer†just to do traditional dining. “ was taken as an insult by the way. I certainly hope you’re not in any way linked to the PR department of NCL or their customer relations is headed for a titanic experience.
It was my decision to begin cruising as a method of vacationing back in 2003 when we took our first cruise on NCL. It was a great experience as was our second cruise last year on The Dawn. My point that you’re not listening to and I’m trying to make here is that it was because of the “freestyle” experience that was being advertised which originally drew me to NCL. It appears that refinements to your cruise policies are slowly taking the word and choice of “freestyle” out of the equation. Freestyle is what makes your cruise line different than Royal Caribbean or Carnival, etc. That was the biggest selling feature for me. Why would you risk changing that and loose customers? It was fine the way it was, let the choice of dining and every other aspect of cruising stay in the hands of your customers where it belongs if you truly mean for it to be “freestyle”.
As for the dinner reservation let me clarify that a little for you. I was on my vacation. Is it true then that if I want to eat in one of the finer restaurants NCL now expects me to get up early (before 8 am), go the appointed restaurant and wait in a line up so I can make a dinner reservation. That’s what they expect me to do on my vacation.
So let’s see if I got it right….
Get up at 7:30 am, shower & dress, make my way to the restaurant of choice, stand in a line up only to find out that I have dinner reservations for 9:30 pm the next night, go to dinner at the appointed time, dine for two hours or so, since it’s near midnight by now it’s off to bed only to have to do the whole thing over again the next morning. I went on a vacation to get away from schedules, not make it worse. I wouldn’t be expected to do that at home if I were making a dinner reservation, why would I want to do that on vacation. That’s really the “no brainer†of it.
I couldn’t go and have breakfast; I had to wait in a line up just to make a dinner reservation. They would not take my request over the phone either ( I failed to understand why ); I had to be there in person at a specified time. We never had to do that on The Dawn or The Dream. We have just had friends cruise on The Dawn less than a month ago and they were not expected to do that. We have only run into this since being on The Pearl. It would seem that your dinner reservation policy hasn’t changed on all ships just The Pearl.
I have no problem with making a dinner reservation; we have all done that whether on a ship or at home. My problem with your new policy, on The Pearl at least, is that you have to make it at a specific time of day in person. I don’t think scheduling a time to make a reservation for dinner can hardly be seen as “freestyle”. I can assure you that my comments are not just one lonely voice in a sea of potential customers. If you think that then you are definitely ’shooting yourself in the foot’. I’m trying to give you feedback that is going to help NCL and the customers. NCL in my opinion offers the best in cruising experience and it’s mainly because of “freestyle†choice. Why would you change that and become like one of the other cruise lines. It’s “freestyle†that sets you apart from the rest. Tell the captain to check his compass, he’s veering off course.
Thanks for letting me vent, at least I had a choice in doing that.
signed,
no brainer
Wayne, no problem with your venting and its great that we as cruisers have many cruise lines to choose from that cater to the different desires of different folks.
NCL is not a cruise line we would choose to cruise on because of our likes and dislikes.
I also think you are confusing this site as being associated with NCL. As Cruise Arizona mentioned in her comment, we are not affiliated with NCL or any other cruise line. We are simply a couple of cruisers that have provided a cruise news and information sharing site. I think this may have caused you to misinterpret her comments.
Hi Wayne,
We don’t mind you venting here at Cruise Talk. However, as Mr. Papa said we are just a couple of cruise lovers who have started this web-site to provide news and information to other cruises. We are not affiliated with any cruise line or travel agency. Hence we try to provide unbiased information to our readers and share our own cruise experience.
I think that you have very well pointed out the short comings of the free style experience in that it is supposed to free you from schedules, but really required more of your time and effort away from your relaxation time. I have never sailed with NCL so I no personal experience with the line to reference. We have always cruised with a line that has offered traditional dining. While I have some times felt a little rushed to get ready for the early seating after a shore day, I have always felt the free style concept offered poor solution to a very minor (if any) scheduling problem.
Please contact NCL with your input. I think that your points are very valid. We would love to hear what they have to say about the situation and their planned improvements to the program.