dmbcanada Posted October 15, 2019 #1 Share Posted October 15, 2019 Just got off the Jewel following 6 night Pacific Coastal and received an email from NCL asking about our cruise experience. I completed the survey and had some not so nice things to say about the cruise, will NCL contact me to follow up or do these not really get read? Link to comment Share on other sites More sharing options...
Rare BirdTravels Posted October 15, 2019 #2 Share Posted October 15, 2019 (edited) No follow up. They get up to 21000 surveys a week. You become a statistic. Edited October 15, 2019 by BirdTravels Link to comment Share on other sites More sharing options...
Markanddonna Posted October 15, 2019 #3 Share Posted October 15, 2019 I believe these are read, but it is very unlikely you will receive a response. I had a very profound and legitimate complaint and wrote to the NCL management and only received a "whatever" response from them. Link to comment Share on other sites More sharing options...
Barb Nahoumi Posted October 15, 2019 #4 Share Posted October 15, 2019 They say that every passenger will receive the post cruise survey, but I never do, unless I contact guest services from the website and ask for one. NCL has my email address, so I don't understand why. 1 Link to comment Share on other sites More sharing options...
elwood_98034 Posted October 15, 2019 #5 Share Posted October 15, 2019 We didn't get one. Link to comment Share on other sites More sharing options...
Rare www3traveler Posted October 15, 2019 #6 Share Posted October 15, 2019 On Norwegian's website there is an e mail address for Post Cruise Guest Relations-- try that. Link to comment Share on other sites More sharing options...
dmbcanada Posted October 15, 2019 Author #7 Share Posted October 15, 2019 Guess you get more response when complaining in person as I witnessed platinum latitude members complain about their meal in a specialty restaurant and they were sucking up to them after that. 1 Link to comment Share on other sites More sharing options...
lenquixote66 Posted October 15, 2019 #8 Share Posted October 15, 2019 Complaining in person never works for some people. Link to comment Share on other sites More sharing options...
zonacruiser25 Posted October 15, 2019 #9 Share Posted October 15, 2019 4 hours ago, dmbcanada said: Just got off the Jewel following 6 night Pacific Coastal and received an email from NCL asking about our cruise experience. I completed the survey and had some not so nice things to say about the cruise, will NCL contact me to follow up or do these not really get read? We were on that cruise. Our survey was less than flattering as well. I also did a review here but it is not posted as yet. So glad we waited till about 9:40PM to show up to check in! Too many things to list here but a really sub-par overall experience. Link to comment Share on other sites More sharing options...
Gershep Posted October 15, 2019 #10 Share Posted October 15, 2019 I doubt you will get a follow up. Link to comment Share on other sites More sharing options...
don't-use-real-name Posted October 16, 2019 #11 Share Posted October 16, 2019 2 hours ago, Gershep said: I doubt you will get a follow up. Oh you will get a foul-up all right Perhaps being silent and the report will go away to the great void Unless it is note (news) worthy nothing will become of it Link to comment Share on other sites More sharing options...
onetimearoundtheworld Posted October 16, 2019 #12 Share Posted October 16, 2019 I never understand why people actually fill those out. It is valuable data for the company. So what compensation do you actually get for spending your time aka as working helping them make better business decisions? Link to comment Share on other sites More sharing options...
Rare BirdTravels Posted October 16, 2019 #13 Share Posted October 16, 2019 4 hours ago, onetimearoundtheworld said: I never understand why people actually fill those out. It is valuable data for the company. So what compensation do you actually get for spending your time aka as working helping them make better business decisions? A better cruise next time. while an individual complaint can’t be acted on with the volume of surveys, they certainly look at metrics and trends. Link to comment Share on other sites More sharing options...
iatag Posted October 16, 2019 #14 Share Posted October 16, 2019 We will be boarding the Jewell on Monday to sail from Vancouver to Hawaii. I would be curious to hear some of your main complaints. Link to comment Share on other sites More sharing options...
Nic6318 Posted October 16, 2019 #15 Share Posted October 16, 2019 20 hours ago, dmbcanada said: Guess you get more response when complaining in person as I witnessed platinum latitude members complain about their meal in a specialty restaurant and they were sucking up to them after that. Hi Of course, if you have a specific complaint regarding a meal, the time to bring it up is immediately. It's harder to maintain credibility after you have cleaned your plate (so to speak). 22 hours ago, Markanddonna said: I believe these are read, but it is very unlikely you will receive a response. I had a very profound and legitimate complaint and wrote to the NCL management and only received a "whatever" response from them. The best way to respond to a significant failure from any company you have dealt with, especially after making a documented complaint that is not responded to satisfactorily, is to look to a different company next time. Link to comment Share on other sites More sharing options...
dmbcanada Posted October 17, 2019 Author #16 Share Posted October 17, 2019 On 10/15/2019 at 5:00 PM, zonacruiser25 said: We were on that cruise. Our survey was less than flattering as well. I also did a review here but it is not posted as yet. So glad we waited till about 9:40PM to show up to check in! Too many things to list here but a really sub-par overall experience. I found your review, you were not on the same ship, you were on the Bliss. Link to comment Share on other sites More sharing options...
zonacruiser25 Posted October 17, 2019 #17 Share Posted October 17, 2019 7 minutes ago, dmbcanada said: I found your review, you were not on the same ship, you were on the Bliss. Guess I should read closer. Different ships but similar issues and common is NCL! Link to comment Share on other sites More sharing options...
jmh3791 Posted October 18, 2019 #18 Share Posted October 18, 2019 On 10/15/2019 at 10:12 AM, dmbcanada said: Just got off the Jewel following 6 night Pacific Coastal and received an email from NCL asking about our cruise experience. I completed the survey and had some not so nice things to say about the cruise, will NCL contact me to follow up or do these not really get read? Sorry to hear you had a bad time. We were on that exact cruise and had a wonderful time. If you are having an issue, the best time to complain is when the issue is happening. The crew will most definitely try to fix the issue and continue to check in with you the entire cruise to make sure everything is ok. Unfortunately, not much can be resolved after the fact. Link to comment Share on other sites More sharing options...
Goldconnection Posted October 18, 2019 #19 Share Posted October 18, 2019 No they do not respond to unfavorable survey. That is why I pick up the phone and call when I have a concern. Please don't waste your time telling me calling does not work because I am proof it does. I complete an unfavorable review on the hotel director and his staff last year while on our b2b. Dropped it in the the box while on board. Did not hear from him while on board. Gave them a few weeks to contact me after getting home. Sent an email and attached a copy of the review (I took a pic with my iPad). At the bottom of the review I stated I would contact NCL if my concerns were not addressed while on board and since they were not I called. I am happy to say the NCL rep gave me a verbal apology and an upgraded on both of our upcoming cruises (b2b) with on board credit. Link to comment Share on other sites More sharing options...
AlexandNessa Posted October 18, 2019 #20 Share Posted October 18, 2019 This is new and something we only received this one time. I rated the "value" of some things low. Link to comment Share on other sites More sharing options...
Rare sid_9169 Posted October 19, 2019 #21 Share Posted October 19, 2019 I'm Platinum on Norwegian, and have never once even received the survey... Link to comment Share on other sites More sharing options...
fshagan Posted October 19, 2019 #22 Share Posted October 19, 2019 I think the surveys come from a different email service than the regular promotional emails. I get both, but the survey was in my spam folder one time. Surveys are used for statistical purposes. Like Bird says, with tens of thousands every month, you aren't going to get any kind of personalized attention to a comment you make. You might get a follow up if overall your survey was negative, as those can be isolated and followed up on with out spending anyone's time. In large companies, all consumer complaints are the same way, even if you complain to a person. They are tallied and a score is given to the appropriate department. Your feedback is still important, and can influence decisions. But if you are looking for a specific reaction or some kind of compensation you need to do that though personal feedback, and not the surveys. Link to comment Share on other sites More sharing options...
suometar Posted October 20, 2019 #23 Share Posted October 20, 2019 On 10/18/2019 at 10:44 AM, AlexandNessa said: This is new and something we only received this one time. I rated the "value" of some things low. I also received this e-mail a few days ago. Apparently I had rated the value as fair or poor, just as seen in this letter. I really can't recall why I rated it fair or poor, or even which cruise the survey was for. But from this letter it seems that only surveys that rate value as fair or poor will get a follow-up e-mail. Link to comment Share on other sites More sharing options...
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