Quality management system
We measure the quality of our services
Destination Gotland's aim is that you as a traveler should always perceive us as professional and service-oriented and that you are treated kindly and correctly by our staff
Quality and environmental management system
To maintain and improve the quality of our services and our customer service, Destination Gotland operates according to a certified quality and environmental management system (ISO 09001/ISO 14001). We use a range of methods to measure, ensure and continuously improve the quality of our product and service
Onboard surveys
To find out what you as a customer think about us and our service, we use, among other things, surveys onboard the ships, where we measure how you as a traveler experience and rate our operations. The responses to most of our questions are predominantly positive. In summary, the survey shows that approximately 9 out of 10 travelers are satisfied with, for example, information, cleaning, indoor climate, etc. Not least, the crew onboard receive high marks for their attitude and for being service-oriented. The café and restaurant operations receive a somewhat lower rating, but 7 out of 10 are still satisfied with, for example, the food onboard. Our client Rikstrafiken (the state) conducts similar surveys annually and gets 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 the sailings departed on time and about 99% of the sailings were 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 scheduled and 2,802 of these were carried out, corresponding 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 other traveler books their trip on the website. Even more are looking for information. We also conduct customer surveys on the web to get an idea of what our customers think about the information and the online services on the website. The fact that the website is being used by more and more people has, together with other measures, contributed to us also being more accessible by phone. We measure, among other things, the response times at our booking centres and actively work to improve routines and planning so that you as a customer find it easy to get information or book a trip by phone with us
Destination Gotland continuously works to develop and improve our services and customer service. Part of this is listening and being responsive to our travelers' comments and feedback. Each year we hold an Open Forum in Visby where anyone who has ideas, comments or complaints about the traffic is welcome to discuss directly with those responsible at Destination Gotland. Next year's Open Forum will be held during February. The exact date and time will be announced on our website at the beginning of next year
