Page 106 - SUSTAINABILITY REPORT 2016

YOU CUSTOMERS 107

INTERACTING
Transparency and interaction which can be booked in advance and paid satisfaction, point to areas of service WITH THE
for directly on board, at the end of the delivery that require improvement and WORLD OF COSTA
During the reporting period Costa vacation. Thanks to the site you can be measure guests’ degree of loyalty. In 2016
simplifi ed its pricing system, thus better sure of reserving a place on the shore tours our NPS rose to 43.22 (compared to 40
meeting the needs of its customers and that most take your fancy and also enjoy the year before), an increase of 9.77%. WEBSITE VISITS
travel agents, by introducing the Total maximum fl exibility if you need to make The shipboard experience, consisting of so 37,438,538
Comfort fare – part of its new, simpler and any changes to your planning. many special moments and unforgettable
more transparent pricing model. The most After the cruise, a comment form is highlights, is described directly by the
innovative change during the reporting emailed to all the guests; the aim of this guests themselves on the most popular
period, implemented with the aim of online questionnaire is to determine the social networks. Costa Cruises deems FACEBOOK
further enhancing customer interaction, is level of satisfaction and fi nd out whether this exchange a means of enhancing its 2,234,266
the new web platform www.mycosta.it, in the holiday met the cruiser’s expectations. reputation and increasing its relational
6 language versions and accessible on all The responses are evaluated and analyzed capital and, to this end, interacts with fans worldwide
mobile devices; using the website, guests by means of the Net Promoter Score customers during and after the cruise
can personalize their cruise by adding (the industry standard measurement of by means of the Company’s web-based
exclusive services and special surprises, customer loyalty) so as to assess customer platforms. TWITTER

71,851

Trust and loyalty: key assets for the Company OVER 3 19 fans worldwide

CostaClub is a key asset and a tangible expression of our relational capital. In addition,
it is an excellent means of gathering feedback from our most loyal repeaters. Indeed, MILLION CRUISES SAILED COSTACLUB MEMBERS INSTAGRAM
ON BY MEMBERS
HAVE BEEN ON
CostaClub provides a means of measuring the satisfaction of our key customers, IN 15 YEARS 4 ROUND-THE-WORLD CRUISES
continuously improving our services and implementing a state-of-the-art rewards program. 15,400
In 2016, to mark the anniversary of our loyalty program, we reviewed membership rules
and introduced new exclusive, personalized benefi ts. CostaClub members come from 200 1 1 followers
countries – the majority are Italian, French and German – and show a sense of loyalty and
a passion for the Costa cruise experience that goes far beyond mere appreciation of the COSTACLUB MEMBER HAS COSTACLUB MEMBER
vacation. BEEN ON 100 CRUISES IN HAS CHOSEN THE SAME YOU TUBE
THE LAST 5 YEARS (A TOTAL SHIP FOR THE
OF 871 DAYS ON BOARD) LAST 40 CRUISES 5,356,685
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