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Yo2slick

Survey at end of cruise

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1 minute ago, Yo2slick said:

Does Royal actually pay attention to comments left on the survey after your cruise?  Has anyone gotten a response from a comment left on the survey?

The only time I have ever gotten a response from Customer Relations regarding a post-cruise survey was last year when we went on our B2B Star Class cruises.  I had  a few issues and they did contact me.  Twice, as a matter of fact.  Do I feel like they have done anything to address my concerns ?  Nope.

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Just now, WAAAYTOOO said:

The only time I have ever gotten a response from Customer Relations regarding a post-cruise survey was last year when we went on our B2B Star Class cruises.  I had  a few issues and they did contact me.  Twice, as a matter of fact.  Do I feel like they have done anything to address my concerns ?  Nope.

I was just wondering, we had an issue with a lifeguard on our cruise and I mentioned it in the survey but didn't know if we would hear back or not.  

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16 hours ago, Yo2slick said:

Does Royal actually pay attention to comments left on the survey after your cruise?  Has anyone gotten a response from a comment left on the survey?

I would say the post-cruise surveys are the single most effective tool at effecting change in RC.  The cruise line seems to hold these surveys in the highest regard, when it comes to guest feedback.

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My assistant waiter on my last cruise said that if they are rated below 9 from 3 different people on a single sailing they can lose their job or be demoted.  I dont know if this was a scare tactic but as much as they ask their employees NOT to ask for ratings it still happens quite a bit. 

 

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1 minute ago, marti314 said:

My assistant waiter on my last cruise said that if they are rated below 9 from 3 different people on a single sailing they can lose their job or be demoted.

I don’t doubt that they believe this to be true but if IS true then Royal needs a new ratings strategy. Many people (myself included) rarely give a “perfect” score to anyone...b/c where do you go [up] from there ?  That’s one reason I really dislike these kinds of surveys. If everyone is perfect (and NObody is) then there’s no need to ask and the surveys are a waste of time and resources.

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4 hours ago, WAAAYTOOO said:

Many people (myself included) rarely give a “perfect” score to anyone...b/c where do you go [up] from there ?

This is exactly why I RARELY give 10's on ANY online surveys. No matter how good a product or service is, I say there is always room for improvement. It's not that I'm hard to please, it's just fact.

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I have a friend who was the head of merchandising/shops on Disney Cruise Line. She said comments ended up being filtered to each department. She would reward her crew with a day off if they were specifically recognized for going above and beyond. Not sure if it works the same on Royal where comments are filtered to respective departments.

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2 hours ago, Matt said:

I would say the post-cruise surveys are the single most effective tool at effecting change in RC.  The cruise line seems to hold these surveys in the highest regard, when it comes to guest feedback.

If this is true, why have we never been contacted when we gave a less-than-stellar rating with a comment about why we did so? If the feedback is important, they would seek additional information about the situation.

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2 hours ago, WAAAYTOOO said:

I don’t doubt that they believe this to be true but if IS true then Royal needs a new ratings strategy. Many people (myself included) rarely give a “perfect” score to anyone...b/c where do you go [up] from there ?  That’s one reason I really dislike these kinds of surveys. If everyone is perfect (and NObody is) then there’s no need to ask and the surveys are a waste of time and resources.

100% agreement on this. I default to a 7 out of 10 if you do what I expect. If the survey had 100 questions, it would be (pleasantly) surprising for me to give as many as 10 of them a 9 or higher.

My favorite thing to do with online surveys that ask a range of "highly satisfied" to "highly dissatisfied" is to answer the follow up question "Please tell us why you were not highly satisfied" with the following:

     You should be happy with a rating of satisfied. That means you have done at least what is expected. This is the real world, not an "everybody gets a trophy" utopia. A rating of highly satisfied requires something special - which may become my new expectation - and chances are very good that your next rating will be neutral at best because you won't be able to meet that higher level of expectation.

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2 hours ago, WAAAYTOOO said:

I don’t doubt that they believe this to be true but if IS true then Royal needs a new ratings strategy. Many people (myself included) rarely give a “perfect” score to anyone...b/c where do you go [up] from there ?  That’s one reason I really dislike these kinds of surveys. If everyone is perfect (and NObody is) then there’s no need to ask and the surveys are a waste of time and resources.

That would be a great comment to put on a survey. I think that it would be impossible to respond to them, but they can get a global impression of how things are going by processing the responses.

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3 hours ago, Matt said:

I would say the post-cruise surveys are the single most effective tool at effecting change in RC.  The cruise line seems to hold these surveys in the highest regard, when it comes to guest feedback.

I want to believe you Matt. I really do. 

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I just give them 10s.  Don't want anybody lose their jobs or contract non-renewed.  If it came to something that was warranted for termination/discipline, I feel that is best dealt with onboard with the position manager.  Royal is usually very good at resolving issues while onboard. 

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1 hour ago, Rose City Cruiser said:

I just give them 10s.  Don't want anybody lose their jobs or contract non-renewed.  If it came to something that was warranted for termination/discipline, I feel that is best dealt with onboard with the position manager.  Royal is usually very good at resolving issues while onboard. 

If that's the way you approach the survey, it would be better to just skip it. Rating all 10s doesn't do anything to improve the areas that can be improved.

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I approach surveys like I do the yearly appraisals I do on people who work directly for me.....there should be no surprises.  I'm not going to wait to address inappropriate behaviors.

If I have a problem with an employee during my cruise, I'm not waiting until it's over to address it.  Problems are best corrected in the moment

If I feel the problem is systemic, then I may relate that info on a survey (depending on the response I get on site), but otherwise I'm not going to play the corporate game of "anything less than a 10 is a fail".  I've experienced that mindset enough in my career over the years as my small regional company was slowly taken over by an international conglomerate.  It's not fair to employees.

Royal Caribbean employees are judged based on this pass/fail system....sure as customers we get the illusion of multiple choice...but the reality is, the employees don't.  If someone I interacted with was doing their job correctly, then in my mind, they passed.  If they did extra credit work, then I will reward that with a cash tip and special mention.  

Disclaimer:  I've worked retail since November 1983.  I may be slightly biased.  🙂

 

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6 hours ago, marti314 said:

My assistant waiter on my last cruise said that if they are rated below 9 from 3 different people on a single sailing they can lose their job or be demoted.  I dont know if this was a scare tactic but as much as they ask their employees NOT to ask for ratings it still happens quite a bit. 

 

If that is truly the case, then I have cost more than a couple people their jobs. Rarely do I rate anything on the survey above a 6 or 7

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1 hour ago, HeWhoWaits said:

If that's the way you approach the survey, it would be better to just skip it. Rating all 10s doesn't do anything to improve the areas that can be improved.

I understand what you are saying.  If the survey was to actually improve I would be a bit more critical.  But the questions in the survey are very vague.  You can tell it is basically a pass/fail test for the employees.  It is the same type of surveys sent after you make a call to your cell phone provider.   

I still input any areas of improvements in the appropriate sections of the survey.  Any corrective action is best dealt while on the cruise with the employee and if necessary, escalate to the manager. 

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