In a reaffirmation of Holland America Line’s commitment to the guest experience, the cruise line was recently presented with the Luminary Award from Clarabridge, Inc. at the 10th Annual Clarabridge Customer Connections event. Clarabridge is the leading provider of Customer Experience Management solutions, and Holland America Line utilizes its software to analyze guest satisfaction surveys.
Clarabridge selected award winners who demonstrate superior innovation, leadership and measurable results with its customer experience programs. Holland America Line receives nearly 300,000 guest surveys annually, and the Clarabridge technology helps the company analyze the written comments accompanying these surveys.
“We strive to exceed expectations on every cruise, and being able to easily analyze guest satisfaction surveys with the Clarabridge software allows us to be responsive and focus on the services that ultimately have the greatest impact on our guest experience,” said Orlando Ashford, president of Holland America Line. “I’m proud to say that Holland America Line’s satisfaction scores and sentiment have risen to new levels recently with our fleetwide average Net Promoter Score at the highest ever in the month of April 2018, 10 points above the same time last year.
“These scores reaffirm that the innovations and new programs we have implemented are resonating strongly with our guests and enhancing their cruise experience,” added Ashford.
