Cruise travel offers a unique way to see the world. With relaxation and laziness, passengers wish to experience the sea, adventurous days, and discover new places. Discovering what’s inside the gigantic vessel that floats across the sea is an adventure by itself. When a cruise line offers a good customer experience, customers are more likely to come back and become repeat customers, thereby improving customer retention. Cruises have something for everybody. There are thousands of things to do and see while on a cruise. But what are those top few things that are expected by a cruise passenger? Through a detailed analysis of 32,420 online consumer conversations, Clootrack has listed down the top 6 drivers for cruise lines pre-COVID. Read the article to know more - https://www.clootrack.com/insights/travel-hospitality/customer-experience-cruise-lines-covid

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Customer Perception Analysis – Cruise Lines (Pre & Post COVID)
Comprehensive report on customer perceptions.
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Deep Insights To Your Customer Behavior, Driven By Proprietary Deep Learning Algorithms
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Regions: Global
May 2019 - Nov 2019
Mar 2020 - Apr 2020

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Customer Perception Analysis Based on Conversations
Total number of conversations analyzed
34,420 Pre COVID
Customer
Conversations
20,925 Post COVID
Customer
Conversations

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The Challenge
Customer preferences keeps changing at a rapid pace. To keep pace with the
changes & meet customer expectations is a big challenge. Of late the choice is
made based heavily on online reviews. Bad reviews attracts attention
disproportionately. This adds to the challenge of managing customer perceptions.
This report attempts compare customer perceptions & key drivers in the in the
competitive space of Cruise Lines
What Did We Do?
• Analyzed consumer conversations for the category across the web including review
sites, blogs, social media.
• Key Adoption drivers were identified
• The data was sliced & diced to obtain further drill downs
• Varying insights on customer preferences were obtained including emerging trends,
customer beliefs.
• The analysis was done across quarters to discover changing trends
Measured Brand
Equity
Competitive Messaging &
Offerings
Discovered Category
Drivers
Market Leadership
The Impact
Keeping Real Time Tab on Brand Equity Drivers To Be Market Leader
Data source: Websites, Social media, Forums

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Customer
Perception Insights
- From Online
Sources
An External View of The
Category & Brand
Key Insights Identified
Category Drivers
Brand Equity
Emerging Trends
Customer Beliefs
Customer Sentiment
Quarterly Trends
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Key
Take Away
Key Take Away
Pre-COVID key drivers are around the experiences
during the Cruise, Post-COVID there is clear indication
that passengers are experiencing uncertainty & are
concerned about the cancellation /refund process
Health & Hygiene was taken as give during pre-COVID
times, both have become key adoption drivers post-
COVID, indicating a clear shift on customer expectations
on these attributes
Due to all schedules being cancelled, cancellation &
refund process has become a key driver in post-COVID
scenario. Experience with this process is triggering
strong reactions from the customers

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Experiences around common areas is
a top driver significantly impacting the
customer perception of the brand. This
encompasses aesthetics in common
areas, crowding in common areas,
facilities in common areas
What are the key drivers for Cruise Lines Pre-COVID?
Category Drivers
Choice of games & experiences
around gaming is second key driver,
this encompasses variety of games,
games for all age groups, high tech
futuristic games
Passenger interaction with
the staff is leaving a strong
impression, this is third most
important driver significantly
impacting the brand
perception

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Brand Equity for Cruise Lines Pre-COVID
Category Drivers
Norwegian cruise line is leading in
gaming experiences followed by
Royal Caribbean & Princess
Cruises
Common areas are considered
the best in Royal Caribbean
followed by Princess cruises in
second position

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Sample Verbatims (Pre-COVID)
“Traveled with friends, we
enjoyed the cruise
however we all agreed
that we have had better
dinners on rcl, food quality
was just so so”
“Unfortunately we could not
enjoy common areas”
“Very nice ship with friendly staff
and service personnel.”
“We have been on the regal princess 3 times during the past 5
years and could not imagine how much the food quality and daily
activities have deteriorated since our last trip”
“We saw many children in
the adult pools and hot
tubs some of which were
jumping into the hot tub
and splashing people trying
to relax in chairs.”
“When we did get room service it was reasonably decent.”

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Top Conversations taking place on Pre-COVID
Category Drivers
• Blue line shows the % of
reviews on the topic
• Green bar shows % of positive
reviews within the topic
• Orange bar shows % of
negative reviews within the
topic

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Beverage packages is the top
adoption driver in the post COVID
scenario. This is followed by driver on
health & Hygiene which encompasses
the circumstances of Quartine &
related scenarios
What are the key drivers for Cruise Lines Post-COVID?
Category Drivers
With all cruise lines cancelling
the schedules during this
period ease of cancellation &
refund process is the third key
driver in the post COVID
scenario

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Brand Equity for Cruise Lines Post-COVID
Category Drivers
Passengers perceive Princess
Cruises to be the best in Health
protection & hygiene followed by
Royal Caribbean
Royal Caribbean leads in
beverage packages followed by
Norwegian cruise line

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Sample Verbatims (Pre-COVID)
“Definitely get the
unlimited drink package
and if on allure of the seas,
the water show is worth
booking in advance”
“A day before Norwegian cruise
line decided to cancel the trip all
together we had cancelled. As
we had cancelled the day before
they made the announcement
they made it clear we can only
get a cruise credit.”
“Got a comped drink package on
Norwegian for my bachelor
party. I'm not sure I could do
another cruise without one.”
“A 70 year old guest on the recent arrival of ruby princess into
Sydney harbor, she along with 132 others now confirmed with
covid 19 after disembarking the ruby (unchecked), while knowing
there were sick people on board.”
“All guests on affected
sailings have an option of a
125% future cruise credit or
a full refund..”
“Sick people with coughs and illnesses were in the same room as us getting tested to see if they could get
on ship! booked into a hotel for one night and told to get on with it.”

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Top Conversations taking place on Post-COVID
Category Drivers
• Blue line shows the % of
reviews on the topic
• Green bar shows % of positive
reviews within the topic
• Orange bar shows % of
negative reviews within the
topic

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For more detailed Insights please refer the
Clootrack Web dashboard
https://app.clootrack.com

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Discover Your Customer Perceptions Real Time!
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