Intercruises’ service quality is going under the microscope – all thanks to the latest version of our unique system QUARS 2.0 – a system designed to monitor and enhance the quality level for Intercruises’ services worldwide.
How does it work? Well, it’s simple. Following each Intercruises operation, the local supervisor will log into the platform to find a questionnaire relevant to that operation. They will then be required to assess the performance of the team through the various aspects of the operation on a rate and comment basis, taking no longer than two minutes to complete.
The results are then neatly collated into global, regional and national service quality reports, making it much easier to compare ratings and help align future expectations.
Ramon Hurtado Ramirez, Global Product and Operations Manager says:
“The new QUARS 2.0 system boasts some great new features as well as being much more user-friendly. It also allows us to maintain a concise database of our service quality history, which is absolutely crucial if we want to stay on top of our game in terms of the high quality of service we provide.”
The web, mobile and tablet-enabled platform is custom-designed to manage Port Agency, Turnaround & Shore Excursion services. This allows Intercruises to identify operations and destinations that perform well, and also those that may be in need of additional support.
The implementation of a system such as QUARS 2.0, is one of the first of its kind in our industry. This only goes to show how important the consistency of excellent service and willingness to improve is to Intercruises. By identifying potential issues (almost in real time), we have the ability to address and rectify them with immediate effect, allowing us to continue our misison to deliver a world-class service, that’s only going to get better and better.