Growing quality of service in ACI marinas is a good wind at its tail for the new nautical season
During 2024, a mystery guest survey was conducted in ACI marinas across the Adriatic coast. The aim of the survey was to objectively assess the quality of service based on visitor experiences. The survey results showed progress in key categories. Maximum ratings were achieved by ACI marina Vodice and ACI marina Vrboska, which set new standards of excellence within our chain. In addition, all marinas continuously achieve 100% ratings when it comes to tidiness and cleanliness, while the comments of mystery guests particularly emphasized the kindness of the staff, professionalism and personalized approach to each sailor.
ACI marinas achieve excellent results in service quality according to mystery guest survey
Mystery guests, who visit marinas as ordinary tourists, evaluate services based on clearly defined criteria, and their arrival is not announced in advance to either employees or management, which allows for an honest and impartial evaluation. The survey covered ACI marinas throughout the Croatian coast, and the results obtained were compared with those from 2018, which we consider one of our most successful years.
The survey examined the friendliness of our staff, the speed and manner of responding to emails, calls, availability for additional information, helpfulness, etc., following very specific and precise parameters. The marina area was assessed as clean and tidy in 100% of cases, without a single exception. 100% of our employees greeted the client with a smile. As many as 18 out of 22 ACI marinas achieved more than 70% customer satisfaction in all categories, and ACI marinas Vrboska and Vodice achieved 100% results, setting new standards of excellence within our chain. The comments of mystery guests particularly highlighted the kindness, professionalism and personalized approach of our colleagues in the marinas aimed at each sailor.
Compared to the results from 2018, we achieved an overall improvement of +4.08 percentage points, while the Split region recorded a growth of 10.39%. Individually, Supetarska Draga, Split and Palmižana are leading in the increase. The Dubrovnik region stood out in terms of the speed of response to calls and emails, while the ACI marinas Supetarska Draga and „Veljko Barbieri“ in Slano stood out as individual marinas in the mentioned category.
ACI sets standards in nautical tourism
In the context of nautical tourism, ACI is synonymous with high quality service, which is key to success in a competitive environment. Through continuous investment in training its employees and improving services, ACI has set standards in the tourism sector. Outstanding examples of responsible behavior by ACI employees stand out as an important contribution to maintaining high quality service and safety in marinas.
When it comes to employee professionalism, Teo Francetić, a sailor from ACI Marina Opatija, has stood out in recent months, demonstrating exceptional composure, expertise and selfless courage. On the evening of January 5, 2025, he noticed an unusual sound and thick smoke coming from one of the motor yachts moored at ACI Marina Opatija. Realizing that the situation could escalate into a serious incident, he headed towards the vessel without hesitation and, despite the danger, entered the completely smoky engine room. He remained composed and determined, found the switches and turned off the pump in the already smoky space, thus preventing a possible fire. Regardless of the risk to his own life, he demonstrated exceptional sobriety, professionalism and dedication to his job.
„I prepared a fire extinguisher and instructed my colleague to start extinguishing the fire if he noticed any sparks because the situation was about to ignite. I was trying to find the switches of the hydraulic pump connected to the platform that had been short-circuited. This caused an unusual sound and a lot of heat, which caused the oil tank to completely melt. There was so much smoke that I had to leave and re-enter the room about 20 times. After about half an hour, I managed to find the switches and turn off the pump. I left the lid open so that the smoke could clear and the engine could cool down, and the fire extinguisher was within reach just in case. After that, around midnight, a repairman arrived who thoroughly inspected everything and assessed the damage. In situations like this, fire drills that are regularly held in the marina are of utmost importance. We are educated, we know where the hydrants, fire extinguishers are located, how to use them, and the reaction in such situations is actually routine and without panic. And that is the most important thing, that there is no panic,“ said Teo Francetić, sailor at ACI Marina Opatija.
Heroic actions are almost everyday occurrences for our sailors. Sailors at ACI Marina Vrboska also distinguished themselves in 2022 when they helped a three-member crew of a boat near the island of Zečevo, whose engine failed due to strong winds. The crew of the boat, which included a minor child, was in danger due to the inability to continue sailing, but thanks to the quick reaction of sailors Dinko Damjanić and Mihovil Šišejković, they were safely transferred to the ACI marina without injury. Their selfless courage, with which they risked their lives to help others, was also recognized at a higher level – they were nominated for the prestigious Blue Ribbon of Vjesnik, an award given for saving people and property at sea.
This summer, however, we had the opportunity to witness the selfless engagement of the sailors of the ACI marina Skradin, who devotedly did their job during the day, and at night, as volunteer firefighters, fought against the fires that were blazing in the Šibenik hinterland.
These courageous actions of ACI employees not only demonstrate a high level of professionalism, but also a deep responsibility for the safety of guests and property. All these examples go beyond professional obligations and reflect true human values, which are the core values of ACI.
