Discovering what is key:
The basic idea is to measure the same key metrics over an extended period of time by building a baseline customer experience management survey that includes the following suggested key areas; however, there is no harm in running selected campaigns to understand either a newly launched service offering, receptiveness to a pending service offering or your current offering:

- Crew friendliness and helpfulness
- Vessel cleanliness and tidiness
- Guests primary reason to consider booking again
- Guests primary reason to consider not booking again
- Satisfaction with onboard services specific to the boat
- Satisfaction with the itinerary

We then receive captured reports in real-time, where triggers relating to KPI's (key performance indicators) enable you to leverage trends associated with metrics.
Consequently, this would allow the owner and crew to translate the specific data into actions.