Costa Cruises has reached a record level of guest satisfaction. In February this year, the shipping company achieved a 55% Net Promoter Score (NPS) rating on its fleet, the largest ever recorded in Costa’s recent history.
NPS is a metric that monitors customer loyalty and engagement for a particular product, brand, or service. The index measures how much a person would recommend something to a friend or colleague. The number goes from -100% to + 100%. An NPS with more than 50% is considered excellent.
“Our main goal throughout these 70 years of history is to promote happiness among our guests. The hard work we have been doing, always striving for product innovation, has greatly increased the satisfaction and loyalty of our customers. This is a positive factor for both Costa and our partners, who, in turn, help us with suggestions and improve more and more. This scenario also proves that offering cruises Costa through travel agents is a guarantee of success, “said Massimo Brancaleoni, senior vice president of Sales for Costa Cruises.
The highest growth in satisfaction was recorded among guests who cruised the Caribbean, Indian Ocean and Dubai. Among the determining factors: new services during travel and the implementation of operational improvements. These transformations were also accompanied by the continuous increase in the levels of satisfaction of the guests who sailed with the Coast through the Mediterranean and South America.
“Guests are always our priority. We are committed to promoting product innovation to ensure that levels of satisfaction with our cruises remain high. We look forward to the return of the Costa Victoria during the spring and summer of Europe. In addition, we will have other innovations that will be implemented in the areas of entertainment and gastronomy in our fleet, “says Giuseppe Carino, vice president of Guest Experience & Sales onboard Costa Cruises.
Since 30 March, the Costa Victoria operates regular cruises in the Mediterranean. The vessel has just undergone a renewal of 11 million euros. The internal and external booths and common areas of the ship were revitalized. In addition, the ship has won a bar dedicated to Spanish cuisine with tapas and paella. For next summer, the Costa Victoria does week-long tours of Spain and the Balearic Islands.
Among the innovations that will be gradually implemented on board the Costa Cruises fleet: new shows in theaters; pool parties and new menus for tasting. Costa Deliziosa and Costa Fascinosa transatlantics will also win a new attraction for children with the characters from the PJ Masks cartoon. They will interact with the little ones in fun activities.