Quality management system
We measure the quality of our services
Destination Gotland's objective is that you as a traveller should always perceive us as professional and service-oriented, and that you are treated kindly and correctly by our employees
Quality and environmental management system
To maintain and improve the quality of our services and our service we work according to a certified quality and environmental management system (ISO 09001/ISO 14001). We use a number of different methods to measure, ensure and continuously improve the quality of our product and service
On-board surveys
In order to learn what you as a customer think of us and our service we among other things use surveys on board the ships, where we measure how you as a traveller experience and rate our operations. The reviews on most of our questions are predominantly positive. In summary, according to the survey we can state that about 9 out of 10 travellers are satisfied with, for example, information, cleaning, indoor climate etc. Not least the crew on board receive a high rating for their attitude and service orientation. The café and restaurant operations receive a somewhat lower rating, but 7 out of 10 are still satisfied with, for example, the food on board. Our client Rikstrafiken (the state) conducts similar surveys annually and obtains roughly the same results/ratings for the quality and service in the Gotland traffic
Punctuality and regularity
Good service also means keeping the timetable. We record every departure and arrival time and thus continuously measure the vessels' timekeeping. This year, about 90% of sailings departed on time and about 99% of sailings within 30 minutes. We also measure the regularity of the traffic, i.e. how many of our scheduled sailings are carried out. Last year 2,806 sailings were planned and 2,802 of these were carried out, which corresponds to 99.8%. Two sailings were cancelled due to severe weather and two sailings due to technical problems with the vessels
Availability via website and telephone
Good service also means that we are accessible to our customers. More and more people use our website to search for information and book their trip. Nowadays every second traveller books their trip on the website. Even more people search for information. We also conduct customer surveys on the web to get an idea of what our customers think about the information and online services on the website. The fact that the website is used by more and more people has, together with other measures, helped make us more accessible by telephone as well. Among other things, we measure the response times at our booking centres and work actively to improve routines and planning so that you as a customer find it easy to get information or book a trip with us by phone
Destination Gotland continuously works to develop and improve our services and our service. Part of this is listening to and being responsive to our travellers' ideas and feedback. Each year we hold an Open Forum in Visby where everyone who has ideas, comments or complaints about the traffic is welcome to discuss them directly with those responsible at Destination Gotland. Next year's Open Forum will be held during February. Exact date and time will be announced on our website at the beginning of next year
