Cruising to double-digit guest satisfaction
Empowering employees and increasing customer satisfaction at Royal Caribbean
Business Challenge
Royal Caribbean selected Strativity to help implement a new level of guest service onboard their ships, with a specific focus on empowering all employees in creating first contact problem resolution.
Path to Change
Together we set sail with a dozen focus groups with crew members, managers, and senior staff, observational research, as well as one-on-one interviews. Strativity created a problem resolution empowerment program to accelerate personal ownership by every crew member. All managers were trained on the program, which was then disseminated to over 40,000 crew members around the world.
Results
Fleetwide average GOLD Anchor Quality Review scores experienced double-digit growth. The first-contact problem resolution program resulted in a reduction of complaints, escalations to guest services, and shoreside customer service.
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