In February, the Italian company achieved a Net Promoter Score of
55%, the highest it has ever recorded,
mainly due to the increased appreciation for its exotic
For the next summer season, Costa is aiming for excellent results
with Costa Victoria and other new products.
Genoa, 12 April 2018 – Costa Cruises has
achieved record satisfaction levels for
its holidays. In February, the Net Promoter
Score (NPS) recorded from guests on board the fleet's ships was 55%, the highest in the company's
The NPS is a metric that measures
the proportion of "promoters" of a product, brand or service, in
other words the people that would recommend it to a friend or colleague. The
number ranges from -100% to +100%. An NPS of more than 50% is considered
"Our primary goal in our 70 years of history has always been to make
our guests happy. With all the hard work we have put into product innovation in
recent years, the satisfaction and loyalty of our guests have increased
significantly, also among new customers. This is a very positive factor for us
and for our business partners, whose suggestions are of great help as we
constantly strive to improve. And it provides further proof that offering Costa
cruises in travel agencies is a guarantee of success," commented Massimo Brancaleoni,
SVP Worldwide Sales for Costa Cruises.
The largest NPS increase for Costa
was in Caribbean, Indian Ocean and Dubai cruises, thanks to the product being
given a more distinctive flavour: the services offered on board were more in
keeping with the itineraries, and some operational improvements were also implemented.
This was joined by the continuing high levels satisfaction with Mediterranean
and South American cruises.
"Our guests are always at
the heart of everything we do. We are committed to constantly innovating our
product every day, to ensure that our cruises leave them increasingly satisfied.
For spring and summer, we are looking forward to seeing much appreciation for
Costa Victoria, which we have invested in heavily, and for other innovations
that we will introduce across the fleet in the areas of entertainment and
cuisine," said Giuseppe Carino, VP Guest Experience & Onboard Sales for Costa
Since 30 March Costa Victoria has
returned to regular service in the Mediterranean, after renovation work costing
11 million euros was carried out in
Marseille's ship repair yard. The most important work took place in the cabins
and indoor and outdoor public areas, and a new "tapas and paella bar"
was also added. In fact, during the next summer season the ship will offer a
one-week itinerary of sun, sand and fun in Spain and the Balearic Islands.
The new features on board the Costa
ships will include new cabaret shows in the theatres and pool parties when the
ship sets sail, as well as new menus and starters to be shared with cruise
companions before dinner. Costa Deliziosa and Costa Fascinosa will also have a
big surprise in store for kids with PJ Masks mascots getting them involved in
lots of fun activities.
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