Celebrity Cruise Questionnaire

[Wdavid1019]

We completed a cruise on the Reflection last week and were informed that the questionnaire would be emailed to us and we had till one week later to complete the form. We have not received it. I phoned Celebrity and they said they sometimes have problems and gave me a link to celebritycruises.com/esurvey which is extremely short and general.

 

I know on Royal Caribbean that the questionnaire is treated seriously and has significant repercussions both positive and negative for the crew like the room stewards.

 

Any advice would be appreciated?

 

Celebrity's technology infrastructure is deplorable.

[jelayne]

Cruised on Royal in May - no paper survey before getting off. Got an email survey the day after the cruise ended, also rather short.

[WestLakeGirl]

You can always write a letter and mail it to Miami headquarters

[antsnanny]

Sometimes people find them in their SPAM folders, try checking there.

[Happy Cruiser 6143]

 

Celebrity's technology infrastructure is deplorable.

 

Ya think?

 

[Redtravel]

Going green seems to be the way many businesses are headed. Email surveys costs nothing...and saves the paper. You have to admire the effort. I recently did a cruise on the Summit. The email survey arrived the day of my departure. IT did have a message attached that said it was only valid for 7 days. There are many cruises that I take which are part of a much longer trip. Often I will be traveling more than a week after a cruise especially in Europe. In which case, the survey will not be filled out within the required time. If the feedback from Celebrity cruise guests is valuable, then all surveys ought to be the goal of the cruise line. Does anyone ever get a response to their survey? Are they really read or just tabulated? Or, are the surveys just a way of letting people vent? On other cruise lines, I have received written responses to my survey.

[jelayne]

I have received a call from Celebrity in response to a comment we made on a survey.

[Lovemychoos]

We requested a survey from Celebrity as we didn't receive one for our Eclipse cruise last month, and know how important it is for staff to be mentioned when they have given good service.

 

After much to-ing and fro-ing, we finally were sent a generic one, which was very short, and didn't give the opportunity to name staff or comment on our particular cruise.

 

Hope the staff don't suffer because of this

 

Lou

[cruisestitch]

If there really are staff you wish to commend, or issues you need to address, you can write to Celebrity at 1050 Caribbean Way, Miami, FL 33132.

[CruisingChick]

We sailed Summit May 25 - June 1st and we received ours the day we disembarked. It was good for exactly one week from when we left the ship.

 

Same with Royal. We cruised on the Explorer March 21-29 and received ours the day we disembarked.

[Celebrity Cruises]

Hi all,

 

Please make sure that when you check-in for your cruise, that your email address is on file and up-to-date. This is how the system recognizes who to email the survey to. Each guest is required to check-in, so if you aren't receiving the survey, it most likely means that we don't have your email address.

[Jenna109]

Hi all,

 

Please make sure that when you check-in for your cruise, that your email address is on file and up-to-date. This is how the system recognizes who to email the survey to. Each guest is required to check-in, so if you aren't receiving the survey, it most likely means that we don't have your email address.

 

Thank you for the information. Perhaps check in staff could ask passengers to confirm their email address. Thousands of passengers will possibly not know that they have to give their email to ensure survey is sent. Also lots to think about when checking in and many forum members who know this may just overlook it:eek:

[GIGGLER]

I have my email on file but did not receive the guest questionaire on my recent B2B on the Millenium. I do receive alot of mail for people that do not live in our house though.

Instead we were offered a generic 4 question survey. I did fill out attention to detail for the shining stars that work hard and need to be acknowledged.

[Lois R]

Hi all,

 

Please make sure that when you check-in for your cruise, that your email address is on file and up-to-date. This is how the system recognizes who to email the survey to. Each guest is required to check-in, so if you aren't receiving the survey, it most likely means that we don't have your email address.

 

This is a bit off topic but there are many of us who have had the same

email address for years and Celebrity has it but whatever they are

emailing out? Never gets to all the receipients......:rolleyes:

 

Another area of I.T. with Celebrity that needs to be fixed.

[Happy Cruiser 6143]

This is a bit off topic but there are many of us who have had the same

email address for years and Celebrity has it but whatever they are

emailing out? Never gets to all the receipients......:rolleyes:

 

Another area of I.T. with Celebrity that needs to be fixed.

 

Absolutely agree. Celebrity has had my e-mail address since I started cruising with them. Do I get the e-mails (like the latest one with the special offers)? No. Guess I'm not special.

 

[melsdt]

We sailed Summit May 25 - June 1st and we received ours the day we disembarked. It was good for exactly one week from when we left the ship.

 

Same with Royal. We cruised on the Explorer March 21-29 and received ours the day we disembarked.

 

We were on the same cruise and never received one. I was looking for it so that I could mention specific crew members.

 

Sent from my SAMSUNG-SGH-I747 using Forums mobile app

[JEDIKNIGHT]

Yep. We had a Suite and a Cabin on Summit recently, and neither got the e-survey.

 

Basic administration i.e. stuff like this, phones, don’t seem to be Celeb’s strong suit.

[d4m]

We cruised in April-May. One of us received the questionnaire and one didn't (two singles, two e-mails).

 

I heard just before the cruise that the company changed to e-mail questionnaires. When I received mine, I felt it left a lot to be desired. However, in knowing that this would be happening, I made darned sure that I got a few attention to detail cards that were filled out and were presented to those at the desk.

 

I now that the Attention to detail cards were read and acknowledged. At the final dinner the Maitre D' came to the table and asked which one of the 8 at the table submitted the card. He called the waiter, who was absolutely top notch, to the table and stated that the waiter would get an e-mail acknowledging the outstanding comment and it would be noted in his file. The entire table praised him, as well. This information was also sent up in the chain of command, as well. I am uncertain about whether the other two extraordinary employees were notified, or whether the company received notification on that card about an employee who was openly and loudly criticized in front of hundreds of passengers received the comment I sent about this unfair practice.

 

I will, from now on, always complete the Attention to detail cards, knowing that at least one employee received the attention he deserved. Hopefully the comment that was not positive about employee practices also found its way to listening ears.

 

I won't wait for an abbreviated 4 question questionnaire, as many people I know didn't get them or did to return home following the cruise since they had a btb or were traveling in Europe. following the cruise

[CreativeJourney]

We recently returned from our Alaska cruise. No survey. My address is on file - and we certainly get the almost-daily advertisements from them.

 

I didn't even know about the "Attention to Details" card. We were never informed about them at any point during online check-in, nor at check-in at the pier, nor on the ship. If it was mentioned somewhere in the daily papers, I missed it and I read those pretty thoroughly. I would have gladly filled out several.

 

This is very unfair to the crew who work so hard and deserve to be commended for their work.

 

And it's a disservice to Celebrity, as they can only learn from the information gathered via a detailed survey, whether positive or negative.

[WestLakeGirl]

See the corporate address above in post 9. You can always write a letter now

[CreativeJourney]

See the corporate address above in post 9. You can always write a letter now

 

You're right, I can. However, answering a decent survey is much easier, faster and more efficient for everyone involved. How many people have the time to sit down and write a letter? I don't and I probably won't.

 

Individual letters make things more difficult for Celebrity as well. Both in time and information offered, not to mention that it's questionable whether the information gets to the right department/people.

 

Well thought out surveys solve many of these issues and provides me, the customer, with prompts on what data Celebrity is looking for. A good survey that also includes room for the participant to freely write additional information is a win-win for both the company and the customer.

[cruzzzinma]

Email Corporate guest relations at web_reservations_cci@celebritycruises.com.

 

I sent an email from the website contact us page because we did not receive the survey. I received a generic survey a day or two later from corporate guest relations along with a request to email them if I had "specific details about my experience."

 

I did email them and got a phone call a few days later asking for more i formation and requesting any recommendations I had.

[cazzi]

The staff on the ships are awesome, but there phone staff and IT dept lack very much. If it wasn't for crew staff we would never go with X. Half the time I feel like the celebrity planner specialist lol.

[dolson367]

I never received my survey from the 20Jun sailing on Millennium so went to the web address provided in an earlier post (celebritycruises.com/esurvey).

 

I had two points of disappointment that I wanted to give feedback on, but overall the cruise was good so I gave scores of 8. The only "write-in" question asked what parts of my vacation exceeded expectations. I expected when I clicked to the next screen to answer the opposite question about what could improve...nope...survey completed with no warning.

 

I reopened the link, completed another survey with scores of 5 and got a different "write-in" question about what could improve. I took the opportunity to give my feedback.

 

I noticed that there wasn't a "back" button to revise previous answers. Nor did I see any warning that the "write-in" question was the end of the survey.

 

Be aware that if you have only positive (or only negative) feedback, the scores you give will change your final question. If you have both positive/negative feedback it doesn't appear that you get an opportunity to share both unless you just write it all in the same box. Funny how they think that an overall score of 8 means there's nothing they can improve...don't they want to get to a 10?

Edited July 17, 2014 by dolson367