I have my own list of things I like to see; covering everything from room cleanliness, staff interactions, activities, food, scheduling. But really we measure ourselves by feedback from our guests. Despite some disappointment, the reviewer highlighted several areas as very positive including the food, cleanliness, service from onboard staff and world-class dive sites.
Aside from feedback forms and conversations with guests, I will highlight 2 other ways to measure the happiness of our guests
Trip Advisor Certificate of Excellence
Tui Tai has won this recognition the past 3 years (2011, 2012, 2013) based on feedback and ratings provided on TripAdvisor. Unfortunately, TripAdvisor has changed its listing requirements and will not allow us to maintain a listing (multi-day, cruise-based tours are not allowed).
Our Rate of Returning Guests is the Best its Ever Been
In 2013 we had 6 full-boat private charters booked by returning guests! From other guests, who travelled with us for the first time in 2013, 12 have enquired about chartering the entire ship in 2014. As I said, we’re always improving and not perfect, but the rate at which our guests are returning and booking charters tells me we’re doing some things right. It also tells me that some of the issues raised by this reviewer are likely exaggerated or false (but always worth an investigation into each, and maybe they will lead to improvements).
The week this reviewer was onboard, there was another guest who especially enjoyed the trip. It was so inspiring to her, that she returned 8-days later and booked another trip! (really, she was on Oct 7-14 AND Oct 21-28). AND she has booked another trip for herself in December this year AND she’s holding space for a private charter for her extended family in 2014. She hasn’t posted anything on TripAdvisor, but her actions tell me she’s happy.
I’m very proud of our guests who are inspired by Tui Tai and return again. Happy, inspired, tears flowing at the end of the trip, sending care packages to the crew, telling friends about their trip…that’s what I care about and how I measure our service.