Does NCL read these posts at all?

[puggo63]

All you frequent posters/cruisers here might know this answer but does NCL (and other cruise lines) read these posts - especially about the EPIC? There are a lot of folks here with great suggestions as well as genuine concerns about the EPIC's operations and design. You would think with a site as popular as this ( just Google "cruise reviews" and this site is on the top of the query) - cruise lines would at least read it. Maybe I just have wishful thinking LOL :D

[KandJCruising]

I'm fairly certain they do, and even have an NCL account and will occasionally respond directly in a thread. See the thread link below (post #7) for an example.

http://boards.cruisecritic.com/showthread.php?t=1257801&highlight=posh

 

What they do with the info/suggestions here is anyone's guess.

[Zimomiller]

Based upon my my conversations with staff on our Epic cruise, it is clear that they read CC.

 

The staff works pretty hard and are not glued to CC as a resource and they of course take it with a grain of salt as you cannot please everyone. But they are well aware of this community.

 

I cannot say that I am aware of anything that was ever changed speficially because of CC feedback.

[SeaShark]

I cannot say that I am aware of anything that was ever changed speficially because of CC feedback.

 

Actually, one of the more well known examples of this occured just last year when NCL changed their policy and cancelled the Bar Set-Up program. You can read about it in this thread:

 

http://http://boards.cruisecritic.com/showthread.php?t=1024431

 

If you don't think CC feedback changes stuff at NCL, read post #110 of that thread.

[garycarla]

I would think somebody, maybe even multiple people do monitor these boards.

 

But, if you have visited here very often, you will find that there are way more goofy, illogical ideas and totally off base complaints than anyone could dream of.

 

They have a real challenge in trying to deal with the public.

[puggo63]

I am a newbie on this site, planning a cruise in 2011 because I have never been on one - yet lol. I live in Miami and see the EPIC frequently so I Googled "Norwegian EPIC reviews" and found this site almost immediately. I have read through almost every EPIC review here and on other sites and, yes, some are VERY over the top ( I mean really, you wouldn't travel on the ship cause they don't give you a flute of champagne when boarding and there is no crew in white gloves personally escorting you to your room - you being one of over 4,000 passengers on a ship - c'mon there wake up!). But there are issues that do have a definite pattern and frequency to make it a real problem that a company should be aware of - especially if it deters people from recommending or returning to the ship or cruise line. Word of mouth is very powerful and now with the internet it makes it even more so.

 

I will use myself as an example, I am a "ship/cruise virgin :rolleyes:" and a non smoker. I keep reading over and over that NCL allows smoking in their cabins and the ongoing issue of the casino smoke in the EPIC going everywhere. I despise the smell of lingering smoke on my clothes and in places I have to live/sleep in. Ever stay in a smoking allowed hotel - no matter how much they clean the room there is that stale ashtray odor coming from the walls, rugs and furniture.

So what happens is I ,the consumer, is looking at other cruise lines (which I am to compare). So the probability of NCL losing me as a customer is rather high now (unless things change). Now if NCL wants to attract the heavy smoker, gambler and drinking crowd to the EPIC - more power to them BUT advertise it to that market!

[GigCrusier]

Interesting Thread... I recall listening to a Web cast and one of the folks from NCL came right out and made a direct reference to CC and the postings here. He said something to the effect of "we know who you are out there on CC, so be nice". This webcast was just prior to the launching of the Epic.

[crew mom]

NCL does have people in the home office that read the boards regularly, and have on rare occasion posted here. I wouldn't be surprised if the CEO, Mr. Sheehan, checks out the boards. I know that some CD's and Hotel Directors check in regularly to see what's up for discussion.

 

I'm sure it's much more accurate feedback then any survey out there and that the other cruise lines also monitor the boards. It would be in their best interest to do so. What better way to find out what most people think about things?

[sdmike]

I'm sure it's much more accurate feedback then any survey out there

 

Sorry, not true. While the boards are good for gauging what people are currently talking about and what some of the issues might be, they really don't provide the lines with enough "data" to justify investing in big changes. At my work we call it the "noisy 10%", which is just a small portion of the public that makes the most noise. Add to the fact that studies that have shown that disgruntled patrons are FAR more likely to discuss these items than happy ones, the data skews pretty quickly.

 

I agree with your point, however, that it's a good way to get a pulse of what's going on for both NCL and their competitors. They can actually incorporate the information shared here in other research activities, like surveys that will provide better "data".

[Host Kewlguy]

All you frequent posters/cruisers here might know this answer but does NCL (and other cruise lines) read these posts - especially about the EPIC? There are a lot of folks here with great suggestions as well as genuine concerns about the EPIC's operations and design. You would think with a site as popular as this ( just Google "cruise reviews" and this site is on the top of the query) - cruise lines would at least read it. Maybe I just have wishful thinking LOL :D

 

All the cruise lines have employees who monitor everything posted on this web site. They would be foolish not to.

[pateoreo1]

I have talked to many PCC’s that state they read CC to get information for their clients. They say it is better information than they get in house. On our last cruise on the Pearl we had dinner reservations on the first night and somehow next to our name on the reservation list it said CC member. I have no idea how they knew this. I never told them I was a member.

[NYSoccerFamily]

At our Cruise Critic meet and greet on the Epic a couple of weeks ago, the Captain stated that he and his crew are busy working and don't have time to personally follow the boards, but all have friends/family/others who do monitor the boards and let them know what's being said. He stressed they really want to hear from you while you are on board so they can work to correct any problems or concerns. They would rather try to make you happy while on board, than hear you complain about it on Cruise Critic after you get home. Then the other officers joked that the Captain really has 4 secret identities he uses on the CC boards. :)

[david_sobe]

I think this board is almost equal to the mainstream "professional" cruise critics. One issue that NCL changed because of bad reviews were the sinks in the cabins. Once Epic sailed the splashing small sink threads and articles went up everywhere. So NCL stated they would change some of the sinks.

[puggo63]

If anyone has ever been on the tripadvisor.com site (which by the way directs cruisers to this site!), there are many instances where the hotel management responds directly on the boards to the customer's particular concern. This is one of the reasons I brought this question up on this site.

[Mr. Luckytoo]

For the sake of NCL I HOPE they read CC - especially the member reviews. Looking at the last 25 reviews the Epic scored 92/150 (assuming a 5+ = 6) averaging 3.68

 

Compare that to the NCL's Gem which scored 94/138 averaging 4.08

 

I find it interesting that NCL's biggest, best, newest ship is scoring less than their other ships...

 

Unless NCL either focuses their marketing or changes some things the Epic may have difficulty getting repeat business.

[SeaShark]

I have talked to many PCC’s that state they read CC to get information for their clients. They say it is better information than they get in house. On our last cruise on the Pearl we had dinner reservations on the first night and somehow next to our name on the reservation list it said CC member. I have no idea how they knew this. I never told them I was a member.

 

Just to give you an idea of how easy it is for the cruiseline to identify passengers as Cruise Critic Members....

 

Let's use you as our "test subject".

 

According to your posts, you are from Pearland, Texas.

 

According to your signature, you have sailed on the Pearl twice...and you have provided the dates of those sailings.

 

Also, according to your signature, you have an upcoming cruise on the Epic and another on the Jewel. You don't give the dates, but by using the countdown provided as a starting point, the dates are easy to determine.

 

 

So...If I had access to NCL's computer systems, how hard would it be to determine how many people were booked on ALL FOUR of the sailings you mention AND were also from Pearland, Texas?

 

It really doen't take a computer genius to figure it out.

[SeaShark]

For the sake of NCL I HOPE they read CC - especially the member reviews. Looking at the last 25 reviews the Epic scored 92/150 (assuming a 5+ = 6) averaging 3.68

 

Compare that to the NCL's Gem which scored 94/138 averaging 4.08

 

I find it interesting that NCL's biggest, best, newest ship is scoring less than their other ships...

 

Unless NCL either focuses their marketing or changes some things the Epic may have difficulty getting repeat business.

 

You made some excellent points.

 

Another thing that really hurts more than helps is the large number of people who write a review and then post it on the message boards as part of a discussion thread instead of posting it in the Review Section (where most people would actually go to read reviews of the ship).

 

That is really a shame since the message board posts eventually die out and "disappear"...the true reviews are attached to the ship and stay up as long as the ship sails.

[NEW 2 CRUISIN]

Another thing that really hurts more than helps is the large number of people who write a review and then post it on the message boards as part of a discussion thread instead of posting it in the Review Section (where most people would actually go to read reviews of the ship).

 

That is really a shame since the message board posts eventually die out and "disappear"...the true reviews are attached to the ship and stay up as long as the ship sails.

 

I've often wondered about this too, SeaShark!

 

Perhaps there could be a better way for Cruise Critic to steer reviewers to the REVIEW boards....or "move" them if they posted in the message Board section.

 

Although, then they would have to add a "comments" section to the review area.

 

Oh well...not impossible...but more work for the good folks who run the boards.

 

:o

[crew mom]

They can actually incorporate the information shared here in other research activities, like surveys that will provide better "data".

 

Agreed - What I meant to say but you said it better!

[Norwegian Cruise Line]

Dear Cruise Critic Members,

 

We do regularly read your posts with interest. Here at Norwegian Cruise Line, we are passionate about our guests and are constantly working on ways to add value to the Freestyle Cruising experience. Part of this process is listening to all of our guest experiences, feedback and suggestions from a variety of sources, including Cruise Critic. Thank you for your continuous feedback and suggestions.

 

We hope to see you on board one of our beautiful Freestyle Cruising ships soon.

 

Best regards,

Kevin Sheehan

CEO, Norwegian Cruise Line

[SeaShark]

Dear Cruise Critic Members,

 

We do regularly read your posts with interest. Here at Norwegian Cruise Line, we are passionate about our guests and are constantly working on ways to add value to the Freestyle Cruising experience. Part of this process is listening to all of our guest experiences, feedback and suggestions from a variety of sources, including Cruise Critic. Thank you for your continuous feedback and suggestions.

 

We hope to see you on board one of our beautiful Freestyle Cruising ships soon.

 

Best regards,

Kevin Sheehan

CEO, Norwegian Cruise Line

 

 

Thank you for confirming what I said back in post #4.

 

And thank you for taking the time to listen...even when we whine. It is appreciated!

[Arubamoose]

Kevin Sheehan.....wow.

 

When I am on vacation - I never sweat the small stuff....weird bathrooms, crazy sinks, nickel and diming, even mediocre food. I don't have to cook, clean or go to work.

 

BUT - when I board that ship in 90 days or so - I will have only ONE issue - SMOKING....!!! If me or my family are stuck in a cabin that has had a previous smoker (and my daughter's asthma will be the tell all)....MoMMaMooose will NOT be happy.

[puggo63]

WOW...that answered by question!

I am glad Mr. Sheehan is reading these posts because this is his cruise-line after all we are talking about! Ok Mr. Sheehan, here is an idea for you ( I couldn't keep quiet!) - why don't you use "secret passengers" similar to "secret shoppers" on the EPIC to assess what exactly is going on ranging from "secret families" to "secret solo" travelers - this would give you tremendous insight of the ship current processes, faults, positives and what other passengers are saying. Thank you for listening!

 

- Jose

[SeaShark]

WOW...that answered by question!

I am glad Mr. Sheehan is reading these posts because this is his cruise-line after all we are talking about! Ok Mr. Sheehan, here is an idea for you ( I couldn't keep quiet!) - why don't you use "secret passengers" similar to "secret shoppers" on the EPIC to assess what exactly is going on ranging from "secret families" to "secret solo" travelers - this would give you tremendous insight of the ship current processes, faults, positives and what other passengers are saying. Thank you for listening!

 

- Jose

 

Already being done.

 

They could probably arrange for "secret readers" to monitor the threads, too. That way a dedicated NCL employee doesn't have to.

 

That is an interesting thing about a message board...sometimes you don't know who you're talking to or who is listening!

[puggo63]

Great! :D