How Royal Caribbean Can Benefit from CX Analytics

 
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Each year cruises are an ideal vacation for many, offering great entertainment, plentiful eats, and exotic locales at a fantastic value. We understand that cruise’s live and die by their customer service, a great experience can bring guests back again and again, while a poor customer experience can turn someone off of cruising forever. Increasing customer engagement and understanding customer feedback can help to increase overall customer experience and drive additional sales.

There are a variety of ways to determine the areas where a cruise line is executing correctly and where there is room for improvement. Stratifyd analyzed feedback from 29,925 reviews left on Cruise Critic for Royal Caribbean Cruise Lines. We compared an older ship and a newer ship in areas such as entertainment, food, and activities to measure ratings for when the ship was first launched, three years into its voyages, and the current rating to determine which rated better over time.

The Royal Caribbean Oasis of the Seas first launched in 2008 with a rating of 4.62 out of 5 stars. The Oasis of the Seas also rated 4.3 out of 5 for entertainment, 4.5 out of 5 for food, and 4.0 out of 5 for activities. The Royal Caribbean Anthem of the Seas launched in 2014 with a maiden voyage rating of 3.30 out of 5 stars. The Anthem of the Seas also rated 3.8 out of 5 for entertainment, 3.93 out of 5 for food, and 3.7 out of 5 for activities. 3 years out for each ship, The Oasis of the Seas rated 4.32 while The Anthem of the Seas rated 3.64. Currently the ratings stand at 4.20 for The Oasis of the Seas and 3.55 for The Anthem of the Seas. While The Oasis of the Seas was refitted and updated in 2014, its ratings over time have stayed steady above the 4.0 mark, while The Anthem of the Seas has seen its numbers waver, though they never dipped below 3.0. This ship to ship comparison can provide some details into customer preferences and help determine what amenities one ship may be lacking that customers truly want.

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Out of the favorite amenities, four in particular continue to be of most concern for guests. Food, drinks, rooms, and activities rated of highest importance to cruise line passengers. Sentiment ratings are based on a scale of -2 to +2. Across all Royal Caribbean ships, food rated +0.93, drinks rated +0.73, activities rated +0.83, and rooms rated +0.80. All ratings were positive for the most prominent features of concern, supporting the idea that Royal Caribbean passengers are happy with their experience overall.

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From these statistics, Royal Caribbean Cruise Lines could determine which areas their passengers value most, where there is room for improvement, and how their ships rate against one another. By looking deeply into the feedback from current and past customers, Royal Caribbean could create an overall view of customer experience from the vast amount of information available. Stratifyd’s powerful platform can analyze 30,000 pieces of feedback in minutes to give a company like Royal Caribbean the insight they need in less time. Through artificial intelligence and machine learning, analyzing the entire data set is no longer a time consuming process. We help turn data into revenue faster and more efficiently. Stratifyd shows how data is done.

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