Royal Caribbean

Royal Caribbean Ranks Second in Cruise Line Customer Satisfaction

Royal Caribbean excels in Service; scores above report average in all seven factors

Royal Caribbean ranks second overall in the inaugural J.D. Power 2013 Cruise Line Satisfaction Report,SM achieving a score of 838 (on a 1,000-point scale), which is 14 points above and significantly higher than the report average. Royal Caribbean excels in Service—the most-heavily-weighted factor in the report—and also scores above report average in all seven factors (in order of importance):

  • Service
  • Stateroom
  • Food
  • Embark/Debark
  • Entertainment
  • Cost
  • Excursions

Entertainment is a key advantage for Royal Caribbean, as the cruise line achieves the second-highest score in this factor.

Royal Caribbean performs significantly higher than report average in five factors: Service (870 vs. 853 report average); Food (843 vs. 829, respectively); Embark/Debark (843 vs. 828, respectively); Entertainment (833 vs. 812, respectively); and Excursions (826 vs. 810, respectively). In addition to Service, Entertainment is another key advantage for Royal Caribbean, as the cruise line achieves the second-highest score in this factor.

Overall Cruise Line Satisfaction

Based on a 1,000-point scale

Source: J.D. Power 2013 Cruise Line Satisfaction ReportSM

Price, Past Experience Top Reasons for Selecting Royal Caribbean

When guests were asked why they selected the cruise line on which they most recently traveled, Royal Caribbean guests most often cited price and past experience with the brand (51% and 44%, respectively). This reflects the value that Royal Caribbean delivers to its guests as well as the overall traveling experience that prompts guests to select the cruise line again.

Reasons for Taking a Cruise

Royal Caribbean vs. Report Average

Source: J.D. Power 2013 Cruise Line Satisfaction ReportSM

A high percentage of Royal Caribbean guests also cite brand reputation as the reason they chose the cruise line for their most recent cruise (42% vs. 22% report average). According to the report, this is the largest advantage for Royal Caribbean, compared with the other cruise lines.

Of the Royal Caribbean passengers who contacted customer service, 95.9% of those say that they received a helpful response to their question, above the report average.

Satisfied Customers Lead to High Loyalty, Recommendation Rates

Across all industries in which J.D. Power conducts research, there is a strong link between customer satisfaction and loyalty. Simply put, satisfied customers are loyal customers, and are also more likely to recommend a particular brand or service provider to friends, relatives, and colleagues, providing vital word of mouth advertising.

Overall Cruise Line Satisfaction: Factors

Royal Caribbean vs. Report Average

Source: J.D. Power 2013 Cruise Line Satisfaction ReportSM

Among Royal Caribbean guests who rate their overall satisfaction 10 (on a 10-point scale), 93% say they "definitely will" take another cruise with Royal Caribbean------- 6.5 percentage points above the report average. Royal Caribbean guests are also more likely to recommend the cruise line, compared with guests of other cruise lines------- 70% vs. 62% report average------- which essentially makes them advocates of the brand.

Among Royal Caribbean guests who rate their overall satisfaction 10 (on a 10-point scale), 93% say they "definitely will" take another cruise with Royal Caribbean.

About the Report

The 2013 Cruise Line Satisfaction Report is based on responses from 3,003 passengers who traveled on a cruise line in the past 12 months. The report was fielded from May 29, 2013, through June 12, 2013.

Power Circle RatingsTM are a consumer-friendly online rating system from J.D. Power based on the company's syndicated, industry-wide research studies. The ratings are based on feedback from owners who have purchased or used the products or services being rated. Below are ratings from Royal Caribbean compared to other brands in the study.


Overall Satisfaction: This score is based on how guests rate their overall satisfaction with the cruise line.
Embark/Debark: This score is based on how guests rate the embark and debark process of their cruise experience. This would include embarkation, using the gangway or tenders to access the ports as well as disembarkation.
Food: This score is based on how guests rate the quality of food provided on their cruise including the main dining rooms, buffets, and room service.
Entertainment: This score is based on how guests rate the quality of entertainment on their cruise including the various amenities, professional entertainment, and organized cruise staff activities.
Cost: This score is based on how guests rate the cost and fees related to their cruise. This would include the initial reservation price and any charges incurred during the cruise itself.
Service: This score is based on how guests rate the service provided by the staff and crew, both on the ship as well as before and after the cruise.
Excursions: This score is based on how guests rate the overall excursion experience. This would include competitiveness of price, amount of time spent sightseeing, and transportation from cruise and back.
Stateroom:This score is based on how guests rate their overall stateroom experience on their cruise.
Royal Caribbean
Power Circle Ratings Legend
Please note that J.D. Power Consumer Center Ratings may not include all information used to determine J.D. Power awards.