Royal Caribbean ranks second overall in the inaugural JD Power 2013 Cruise Line Satisfaction Report,SM achieving a score of 838 (on a 1,000-point scale), which is 14 points above and significantly higher than the report average. Royal Caribbean excels in Service——- the most-heavily-weighted factor in the report——- and also scores above report average in all seven factors (in order of importance):
- Service
- Stateroom
- Food
- Embark/Debark
- Entertainment
- Cost
- Excursions
Entertainment is a key advantage for Royal Caribbean, as the cruise line achieves the second-highest score in this factor.
Royal Caribbean performs significantly higher than report average in five factors: Service (870 vs. 853 report average); Food (843 vs. 829, respectively); Embark/Debark (843 vs. 828, respectively); Entertainment (833 vs. 812, respectively); and Excursions (826 vs. 810, respectively). In addition to Service, Entertainment is another key advantage for Royal Caribbean, as the cruise line achieves the second-highest score in this factor.
Overall Cruise Line Satisfaction
Based on a 1,000-point scale
Source: JD Power 2013 Cruise Line Satisfaction ReportSM
Price, Past Experience Top Reasons for Selecting Royal Caribbean
When guests were asked why they selected the cruise line on which they most recently traveled, Royal Caribbean guests most often cited price and past experience with the brand (51% and 44%, respectively). This reflects the value that Royal Caribbean delivers to its guests as well as the overall traveling experience that prompts guests to select the cruise line again.
Royal Caribbean vs. Report Average
Source: JD Power 2013 Cruise Line Satisfaction ReportSM
A high percentage of Royal Caribbean guests also cite brand reputation as the reason they chose the cruise line for their most recent cruise (42% vs. 22% report average). According to the report, this is the largest advantage for Royal Caribbean, compared with the other cruise lines.
Of the Royal Caribbean passengers who contacted customer service, 95.9% of those say that they received a helpful response to their question, above the report average.
Satisfied Customers Lead to High Loyalty, Recommendation Rates
Across all industries in which JD Power conducts research, there is a strong link between customer satisfaction and loyalty. Simply put, satisfied customers are loyal customers, and are also more likely to recommend a particular brand or service provider to friends, relatives, and colleagues, providing vital word of mouth advertising.
Overall Cruise Line Satisfaction: Factors
Royal Caribbean vs. Report Average
Source: JD Power 2013 Cruise Line Satisfaction ReportSM
Among Royal Caribbean guests who rate their overall satisfaction 10 (on a 10-point scale), 93% say they “definitely will” take another cruise with Royal Caribbean——- 6.5 percentage points above the report average. Royal Caribbean guests are also more likely to recommend the cruise line, compared with guests of other cruise lines——- 70% vs. 62% report average——- which essentially makes them advocates of the brand.
Among Royal Caribbean guests who rate their overall satisfaction 10 (on a 10-point scale), 93% say they “definitely will” take another cruise with Royal Caribbean.
Power Circle RatingsTM are a consumer-friendly online rating system from JD Power based on the company’s syndicated, industry-wide research studies. The ratings are based on feedback from owners who have purchased or used the products or services being rated. Below are ratings from Royal Caribbean compared to other brands in the study.
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Please note that JD Power Consumer Center Ratings may not include all information used to determine JD Power awards.