Royal Caribbean, the second largest cruise company in the world, was measuring the engagement and satisfaction of its guests throughout the cruise experience, and across a range of issues, developing and evaluating concrete processes for improving customer satisfaction, engagement, and retention. They needed to better identify strengths and weaknesses, develop effective metrics for success, and generate useful information to improve the guest experience across all touch points of the cruise experience aboard its 22 ships operating in 280 destinations globally.

We developed a custom operationalized approach to guest engagement tracking, including an ongoing engagement study that targeted guests after their cruise via online questionnaire, and addressed 12 key touch points of the cruise experience including everything from embarkation through debarkation. We also conducted two quarterly “deep dive” explorations that focused on topics not addressed in the core report. Some examples included evaluations of program effectiveness, and in-depth looks at select guests. Additionally, we created an online reporting tool that allowed Royal Caribbean Marketing, Operations, and Customer Service Recovery Departments to track guest feedback in real time and respond quickly to guest issues.