B.E.S.T. 4: A quality product and excellent service

In 2003 some 557,300 Guests travelled with Costa Crociere, making a total of 4.3 million passenger days. The continuous delivery of quality service on such a large scale, meeting the demands of the customers and increasing their level of satisfaction, is only possible if the corporate structure is a well-oiled machine that puts quality first.

The attainment of ISO 9001 certification, included in the B.E.S.T. 4 system, is confirmation of the validity of the corporate policy, the substantial investments made over the last few years (on board the ships and in shoreside facilities) and the continuous programme of personnel training.

One of the main methods used to evaluate the quality delivered is the measurement of customer satisfaction.
The comment forms, together with the reports prepared by the Hotel Directors at the end of each cruise, are subjected to close scrutiny and followed up by audits on board, with the aim of promptly implementing any corrective actions required.

The Company’s customer satisfaction levels are quite simply excellent, and this applies to services both on board (quality of accommodation, restaurants, entertainment) and ashore (ranging from passenger assistance to excursions.

98% of Costa Crociere’s customers report that they are satisfied with the quality of the service, while 92% recommend a Costa cruise holiday to their friends.