Adrian The Cruise and Travel Guy
#1 AU/NZ
I Stopped Being Honest On Cruise Surveys
Have you ever given a cruise crew member a perfect score... even when the cruise wasn't perfect? You're not alone - and it might not be your fault. In this video I'm looking at why cruise surveys may no longer measure how good your holiday actually was - and who's really losing because of it. Here's something that surprised me. Royal Caribbean's own post-cruise survey asks passengers directly: "Were you asked by any crew member(s) to provide positive ratings/reviews on this survey?" The cruise line knows this is happening - it's written into the survey itself. So why hasn't the underlying system changed? The answer has everything to do with how the scoring actually works. Royal Caribbean uses a Net Promoter Score system where ratings of 9 or 10 count as positive, ratings of 7 or 8 are discarded entirely, and anything from 0 to 6 counts against the score. That means an 8 out of 10 - what most of us would call a really good holiday - contributes absolutely nothing. I've been cruising since 1999 with over 57 cruises across almost every major line. This is a conversation I think the cruise industry genuinely needs to have. Have you ever given a higher survey score than the cruise actually deserved because you didn't want to hurt a crew member? Tell me in the comments. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 🛳️ My website hosts one of the world's most powerful cruise search engines where you can research and even book your next cruise or land holiday. Take a look here: www.thecruiseandtravelguy.com.au - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 🛒 Shop my Amazon Cruise Essentials here: https://www.thecruiseandtravelguy.com.au/cruise-essentials - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 🤳🏼 Follow me on Facebook and Instagram: www.facebook.com/thecruiseandtravelguy www.instragram.com/adrianthecruiseandtravelguy Music by Master Planned Music 0:00 Introduction 0:34 The Survey Slam 1:48 Why Crew Are Desperate For Perfection 3:10 What is 'NPS'? 4:09 The System Is Flawed 5:52 What Does Your Bad Review Do? 7:22 The Solution Is? 8:21 Summary and Conclusion