Disney Phone Survey Rating Scale is Backwards

[Richard M Nixon]

I feel bad for the poor CM I just spoke with. He was a great guy and so I wanted to actually stick around for the survey to give him some bonus points. Halfway through the survey as I kept pressing 5 to rate him 5/5, I noticed that the prompts were telling me 1 = great, 5 = crap. I wonder what was going through the mind of whomever designed the system where lower values are the affirmative and higher values are negative. Sorry, CM, I hope I didn't mess up your weekly ratings too badly.

 

[skywaywaver]

Hmm, didn't realize that, I just found it odd that they said negative numbers first, then positive numbers, like choose 5 if you were very unsatisfied, 1 if you were very satisfied. I figured they did that that way because people pick the latter, like when you offer my 3 year old 2 things, she'll always pick what you say second.

 

[Mikie]

Poor survey reviewers! I'd like to know if you get a follow-up call on that one
I'll bet they can tell when they're getting all the "wrong" answers and disregard. Can't remember if Disney does it, but lots of surveys switch around phrasing so that you don't just say "5, 5, 5" on everything and you actually have to read/listen to the statements. Or they sometimes put in test questions as simple as "choose 2 for this question" to make sure people are reading and intentionally checking boxes vs. whizzing through the answers.

 

[georgina]

I feel bad for the poor CM I just spoke with. He was a great guy and so I wanted to actually stick around for the survey to give him some bonus points. Halfway through the survey as I kept pressing 5 to rate him 5/5, I noticed that the prompts were telling me 1 = great, 5 = crap. I wonder what was going through the mind of whomever designed the system where lower values are the affirmative and higher values are negative. Sorry, CM, I hope I didn't mess up your weekly ratings too badly.

I can understand 1 being the best. At my old job you were rated on a 5 pt scale and 1 was definitely the highest. Don't blame Disney because you didn't listen!

 

[CarolynFH]

Oh my, I've done a few DVC phone surveys recently after interacting with Member Services, and I'm sure they started with "5 if you're completely satisfied" and worked down to 1 if not satisfied. Hope they haven't changed it next time!

 

[Nanajo1]

Just did survey last night 5 was the best rating.

 

[FofMM]

We caught the change recently. While we got it right, it would have been easy to make an error. Don't forget, if you get a really good CM, tell them so directly (they might make nice comments about you on your reservation) and ask to talk to their manager directly. We have done this and both CM and Manager were appreciative. After, we were then put through to the survey also.