Costa Cruises has achieved record guest satisfaction levels for its cruise vacations. In February, the Net Promoter Score recorded by guests onboard the fleet’s ships was 55 percent, the highest in the company’s recent history.
The NPS is a metric that measures the proportion of people that would recommend the product to a friend or colleague. The number ranges from -100 percent to +100 percent. An NPS above 50 percent is considered excellent.
“Our primary goal in our 70 years of history has always been to make our guests happy,” said Massimo Brancaleoni, senior vice president worldwide sales for Costa Cruises. “With all the hard work we have put into product innovation in recent years, the satisfaction and loyalty of our guests have increased significantly, also among new customers. This is a very positive factor for us and for our business partners, whose suggestions are of great help as we constantly strive to improve. And it provides further proof that offering Costa cruises in travel agencies is a guarantee of success.”
The largest NPS increase was for cruises in the Caribbean, Indian Ocean and Emirates. The noticeable increase in those itineraries is due to operational improvements and onboard offerings becoming more reflective of the itinerary’s destinations. Improvements on those itineraries were coupled with continued high levels of satisfaction with cruises in the Mediterranean and South America.
“Our guests are always at the heart of everything we do,” said Giuseppe Carino, vice president guest experience & onboard sales for Costa Cruises. “We are committed to constantly innovating our product every day, to ensure that our cruises leave them increasingly satisfied. For spring and summer, we are looking forward to seeing much appreciation for Costa Victoria, which we have invested in heavily, and for other innovations that we will introduce across the fleet in the areas of entertainment and cuisine.”
Costa executives attribute much of the improvement in Net Promoter Score to shipboard facility and amenity enhancements.
For instance, Costa Victoria returned to regular service in the Mediterranean March 30 after an 11 million-euro renovation. The most significant upgrades were in the cabins and indoor and outdoor public areas, such as the addition of a new tapas and paella bar.
New features onboard Costa ships across the fleet include new cabaret shows in the theaters and sail-away pool parties, as well as new menus and starters to be shared with cruise companions before dinner. Costa Deliziosa and Costa Fascinosa will also have a big surprise in store for kids with PJ Masks mascots getting them involved in lots of fun activities.