Post cruise surveys, NCL: Please note, our survey comments are not being monitored for follow up.

[Middleager]

Just filled out a post Getaway cruise survey, and wrote up several comments.  It included comment about a safety hazzard on deck 15 forward by the door near the ping-pong table, someone hit his head on the sharp plastic enclosure (around the red emergency button) and cut his head, bleeding.  I had reported that immediately to a spa staff nearby, she said she'll report that and get it fixed, but nothing was fixed.  I also commended the General Manager..

After submitting the survey, it said "Please note, our survey comments are not being monitored for follow up. "  

If the comments are not monitored for follow up, why ask for any comments?

[wally4ever]

What they mean is that the survey results are anonymous, so they won't be calling you up to let you know that they fixed the issue, etc.  They'll still compile their results, and there will be a data monkey sorting through everything.  

[Middleager]

5 minutes ago, wally4ever said:

What they mean is that the survey results are anonymous, so they won't be calling you up to let you know that they fixed the issue, etc.  They'll still compile their results, and there will be a data monkey sorting through everything.  

What you explained makes sense.  NCL should've worded it the way you did, otherwise it sounds like the comments are not monitored.

[UKstages]

there's also a link in there to a customer service website or form or email address or whatever wherein you can begin a dialogue about whatever it is that you want to bring up.

 

i find the survey to be rather lackluster and narrow in scope. it doesn't really seek qualitative responses... it just makes you choose from largely predefined answers... the challenge with that is that NCL's customers think differently than the marketing folks who put the survey together... so they're missing out on helpful and insightful commentary that can actually help them improve. instead, they just have buckets of predefined ratings on food and cabins and casino and overall service and so on.

 

in my case... in the question(s) about the casino, there is no real place to say that many machines are not well maintained and have sticky buttons which impact play. in the section about drinks, there is no way to say that we would prefer more diet caffeine free beverages. in the section about cabins, there is no way to report that two of the numbered buttons on the in-room safe don't register. in the section on entertainment, there is no way to report that three of the four skeeball machines on board don't calculate scores properly and two machines no longer dispense tickets. there is no way to say that one of the performers (nota  a comedian) began his set with a long ageist rant that probably alienated a good deal of their customers.

 

they are not interested in this feedback.

 

they are only interested in your rating of the food on a scale of 1 to 5 on taste, appearance and variety.

 

the forms are indeed monitored. but in today's world, that means computers scan the responses for known keywords indicating satisfaction or dissatisfaction or comments about competitors. the computer queries have to be updated regularly to recognize new buzzwords like "covid" or "CDC." if new keywords are not added to the queries, it's easy to miss certain comments about important topics.

 

the survey forms are not compiled by NCL, by the way, but by an outsourced independent company taht likely provides daily data, trend tracking and CSAT scores.

[chengkp75]

Can you elaborate on what this emergency button does, and where it is located such that someone would hit their head on it?  This sounds pretty odd, which is why I'm asking for some details.  I will say that for the most part, something like an enclosure for a weathertight switch (it was out on open deck?) is a regulated item, as is its location and any possible obstruction of it (adding padding, or something), and very likely cannot be "fixed".

[Middleager]

2 hours ago, chengkp75 said:

Can you elaborate on what this emergency button does, and where it is located such that someone would hit their head on it?  This sounds pretty odd, which is why I'm asking for some details.  I will say that for the most part, something like an enclosure for a weathertight switch (it was out on open deck?) is a regulated item, as is its location and any possible obstruction of it (adding padding, or something), and very likely cannot be "fixed".

This is right by the door, on deck 15 where there's a ping-pong table.  I was playing ping-pong with a friend.  He was trying to pick up a ball that went near the door, bend down, and when he came up he hit his head on that sharp plastic enclosure.

 

Most people would not be bending down near the door, so would not have the chance to hit that.  But my friend did.  It can easily be fixed, by changing it to some round plastic enclosure without sharp edges, rather than rectangular enclosure with sharp edges.  For now, even put some duct tape around the sharp edges.  But nothing was done a few days later when I went by it again.

[aubreyc1988]

On 12/30/2021 at 4:34 PM, Middleager said:

Just filled out a post Getaway cruise survey, and wrote up several comments.  It included comment about a safety hazzard on deck 15 forward by the door near the ping-pong table, someone hit his head on the sharp plastic enclosure (around the red emergency button) and cut his head, bleeding.  I had reported that immediately to a spa staff nearby, she said she'll report that and get it fixed, but nothing was fixed.  I also commended the General Manager..

After submitting the survey, it said "Please note, our survey comments are not being monitored for follow up. "  

If the comments are not monitored for follow up, why ask for any comments?

They are being monitored. I did a survey in Sept 2021 and they personally followed up about some comments of mine. 

[chengkp75]

8 hours ago, Middleager said:

This is right by the door, on deck 15 where there's a ping-pong table.  I was playing ping-pong with a friend.  He was trying to pick up a ball that went near the door, bend down, and when he came up he hit his head on that sharp plastic enclosure.

 

Most people would not be bending down near the door, so would not have the chance to hit that.  But my friend did.  It can easily be fixed, by changing it to some round plastic enclosure without sharp edges, rather than rectangular enclosure with sharp edges.  For now, even put some duct tape around the sharp edges.  But nothing was done a few days later when I went by it again.

That's pretty much what I thought as far as placement and the conditions of the incident.  As I've said, there likely isn't a round enclosure that has the proper weathertight classification allowed to be used outside on a ship, and likely there wouldn't be one handy to replace the existing one right away, even if there was.  As to putting duct tape on the existing box, I hate to say it, but it is a safety hazard analysis that would determine if the accident is a common thing, or just something that happened to your friend.  You could say that every surface that someone could come up under after bending down, everywhere on the ship, should be padded, but that's just not practical.

 

You were correct in bringing the situation to their attention, but just because nothing was done doesn't mean that it was not addressed.

Edited January 1, 2022 by chengkp75

[AKR2011]

11 hours ago, aubreyc1988 said:

They are being monitored. I did a survey in Sept 2021 and they personally followed up about some comments of mine. 

I remember you posting that. Help me remember, didn't they give you credit after you saved that passenger or something? 

[aubreyc1988]

31 minutes ago, AKR2011 said:

I remember you posting that. Help me remember, didn't they give you credit after you saved that passenger or something? 

Yes, 100.00 per person. Didn't ask for it, just commented basically saying that their 911 response was terrible and it needed to be addressed. So someone IS reading them, but I guess not responding to everyone. 

Edited January 1, 2022 by aubreyc1988

[cmecruise1962]

43 minutes ago, aubreyc1988 said:

Yes, 100.00 per person. Didn't ask for it, just commented basically saying that their 911 response was terrible and it needed to be addressed. So someone IS reading them, but I guess not responding to everyone. 

OMG!  Their 911 response is terrible!  I called when my mother fell and was lying bleeding on the floor, and guest services (who answered the phone) offered to send housekeeping!!  I almost lost my mind!  Luckily, I was in the Haven and my second call was to my butler, Lucky!!

[aubreyc1988]

4 minutes ago, cmecruise1962 said:

OMG!  Their 911 response is terrible!  I called when my mother fell and was lying bleeding on the floor, and guest services (who answered the phone) offered to send housekeeping!!  I almost lost my mind!  Luckily, I was in the Haven and my second call was to my butler, Lucky!!

We actually called 911 three times before they answered...and then it took them 5 minutes to get to our room, like good lord, we already saved this lady's life while you WALKED here.