Innovations in Customer Experience

What if the best part of your road trip isn’t

even on the road?

What is Customer Experience?The perception a customer has of your brand is based on the interactions they have at each of the

various touch points throughout the customer journey.

A company’s perception of their brand vs. customer perceptions.

Understanding Customer PerceptionsNorthumberland Ferries and Bay Ferries strive to provide high quality customer service in all areas of the customer journey. Understanding what our customers think requires asking for feedback and openness to change.

Customer SatisfactionOur ferry services continue to achieve impressive “recommend to a friend scores” in annual customer surveys.

Northumberland Ferries & Fundy Rose

• 99% recommend to a friend

The CAT

• 96% recommend to a friend

Why Ferry Travel?

Ferry travel offers a unique experience – relax, stretch your legs and enjoy a break from driving while you take in the coastal views.

Research shows the top reasons people use our ferries are:

• Reduced driving/save time/convenience

• Experiencing the ferry

Enhanced Communication

In 2018, BamAlerts was adopted, allowing frequent travellers to opt-in to receive updates on deviations/cancellations via text message.

By enabling the SMS feature, booked customers now receive text messages if their reservation is affected by a deviation.

SMS reminders the day prior regarding check-in and departure time.

Enhanced CommunicationMarine forecast monitoring and issuing advance advisories to inform customers of

potential disruptions in service.

Ferry Terminal Experience

• Dog Treats• Live music on high traffic days• Save 5 cents per litre fuel coupons• Complimentary Magazines

On Board Experience

• Concessions – Food Service and Gift Shops• Nostalgic Arcade Games• Children’s Play Area• Visitor Information Services • Activity Books & Crayons• Welcome Kits • Bridge Tours

Nostalgic Arcade Games Mobile Concession Visitor Information

Seaside ExperiencesLaunched in 2015, this program features local product sampling, chef demonstrations, book signings, trivia and more.

Chef Demonstrations

Photo Booth

Music

Music

Captain Doucet and the Ukeladies Kim Doolittle – Music on the Bay

Photography Exhibit

Museum Partnerships

New Brunswick Museum Interpreters

Face Painting Face PaintingLittle Mates

Little Mates Play Area

Kid’s Entertainment

Follow Us

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/thecatferry

@thecatferry

@thecatferry

/Bayferries

@bayferries@nflferries

@nflbayferries

JESSICA GILLISDirector of Marketing and Customer Experience

t: 902.626.2538 m: 902.393.3274

f: 902.566.2030 e: jgillis@nfl-bay.com