Disney resorts rated #1 in customer satisfaction!

[mprewitt]

Market Metrix released their 2nd quarter 2007 hospitality index, and Walt Disney World Resorts was the winner in the upper scale hotel segment, and the Disney Vacation Club was rated the winner in the timeshare segment.

http://www.marketmetrix.com/en/default.aspx?s=news&p=MMHIPRQ22007

 

[DisneyJimbo]

I guess the folks from Market Metrix haven't factored in some of the negative posts around here lately!

 

[mprewitt]

I guess the folks from Market Metrix haven't factored in some of the negative posts around here lately!

Or, the negative posts don't reflect the typical guest experience at a Walt Disney World resort.

 

[DisneyJimbo]

Or, the negative posts don't reflect the typical guest experience at a Walt Disney World resort.

Agreed!!!!!

 

[lilyv]

It's only as accurate as it's sampling group. Lots of folks call screen....It's much harder to get an across the board range than it used to be.

If they're surveying folks in the parks, Disney picks who to survey, and then it's up to the responder to decide if they want to participate.

Would like more info on the method used, but probably won't be available to the mere public.....

 

[LadyTrampScamp&Angel]

Well, there you go!

I'm glad to hear that DVC scored well too since we just bought in!

Or, the negative posts don't reflect the typical guest experience at a Walt Disney World resort.

That was my theory exactly! (hey neighbor )

 

[lilyv]

http://www.marketmetrix.com/en/default.aspx?s=news&p=MMHIPress070529

A link with a little more information....interesting how they sort the hotels....Hilton (Homewood, Hampton) should be proud that they occupy two of the top groups.

Still would love to know how they surveyed folks.

 

[Buzz2001]

I guess the folks from Market Metrix haven't factored in some of the negative posts around here lately!

Those negative posts represent a small percentage of actual guests.

Well done WDW and its CM's!!

 

[KatMark]

Agreed!!!!!

DITTO!!!!!!!!!!!!!!

 

[Buzz2001]

It's only as accurate as it's sampling group.

That works both ways. Same can be said for the DIS sampling.

 

[LadyTrampScamp&Angel]

Not that I'm into statistics but isn't 35,000 a decent size sampling? Big enough to filter out a huge bias?

I was stopped once in EPCOT and asked questions for a survey, seemed totally random to me. Although I think that was an internal Disney survey.

. . . the Market Metrix Hospitality Index is the largest and most in-depth measure of hospitality company performance available today. . . With over 100 clients in 70 countries, Market Metrix has helped hospitality companies turn feedback into performance since 1996.

They've stayed in business for eleven years so I'm gonna give them the benefit of a doubt. For more info, there's a name and phone number in that link. In view of recent threads, poor guy, might be sorry . . .

 

[lilyv]

It's not necessarily that there is a bias, it's that the #'s of people who are willing to be surveyed have come down tremendously. It affects all sorts of businesses, as well as politics. There are whole studies about the demographics of the folks who say yes, as well as no. They have a hard time getting the across the board sampling that they could, say 20 years ago.

 

[LadyTrampScamp&Angel]

Do you know who's more likely to say yes or no? I'm curious as I've always thought it's more likely to be a dissatisfed customer who would want to voice their opinion, yet Disney still scored at 90% positive. Or is it gender, age, etc more than satisfaction?

I've been thinking of going back to work, hopefully as a Disney TA (used to work for AAA) - so I'm happy that Disney's getting an "A" .

 

[lilyv]

Do you know who's more likely to say yes or no? I'm curious as I've always thought it's more likely to be a dissatisfed customer who would want to voice their opinion, yet Disney still scored at 90% positive. Or is it gender, age, etc more than satisfaction?

I've been thinking of going back to work, hopefully as a Disney TA (used to work for AAA) - so I'm happy that Disney's getting an "A" .

Hi Lady-It's not really business specific. It's more personality/income/location driven as far as who says yes or no to being surveyed. I'm talking in big generalities here, but when one is called or approached they generally don't know right away what the target of the survey is. If you see a polling company on your caller id, (lots of them use the word research in their title) do you pick up, or do you ignore it? No right or wrong, it's just that many, many folks ignore. Add into that that there are a sizeable # of the ignore folks they would LOVE to survey, but can't, and you see that the results these days are different than what they used to be. Sample numbered may be the same, but they aren't getting the broad range of respondents that they used to count on.
In other words, I'm happy for Disney. It's great PR. But, I'm certain Disney understand the limits of surveys today and uses many, many ways of sampling it's guests and potential guests. An example, I filled out a Disney Institute survey they emailed me last week. GREAT questions!
I'd bet you'd be a super TA! Best of luck!

 

[mom2jcc]

I received my "big book" of DVC information today that CM, Michael, sent me. I just have to say they are SO GOOD!

First of all, when he called me, I was prepared to be nagged, etc. about buying in. BUT, it was the exact opposite. I felt like I was talking to a neighbor about WDW!! Then, along with the book that arrived came three Disney coloring books! We have 3 kids!!!

So, if this is any example of how customer service works when owning a DVC.....no wonder they got top honors

 

[LadyTrampScamp&Angel]

Hi lilyv,

Thanks for the explanation, I see what you mean. I never answer telephone surveys because I have privacy director on my phone - so I don't even get the calls. In that way technology has interferred with surveys these days! I have answered Disney surveys I've received via email though because that particular company is important to me (kinda obvious). While positive from me I did tell them I wished they'd theme the Ft Wilderness pools, they could do an awesome job with some Disney critters there!

Thanks for the kind words. I'm hoping the TA thing works out

 

[mprewitt]

That works both ways. Same can be said for the DIS sampling.

We know the DIS sampling is skewed. People are more likely to post negative comments (to vent) than positive comments.

Also, the DIS is made up on Disney "fans"/"fanatics" who hold Disney to the highest standard -- higher than the non-fanatic would. We expect a "magical" vacation, apparently for some folks, one thing can ruin their whole vacation.

 

[mprewitt]

http://www.marketmetrix.com/en/default.aspx?s=news&p=MMHIPress070529

A link with a little more information....

My link was the 2nd Qtr results, while yours is the 1Q results. Interestingly, Disney's resort's score rose from 89.9 in the 1Q to 90.2 in the 2Q.

 

[Lilolvr]

My link was the 2nd Qtr results, while yours is the 1Q results. Interestingly, Disney's resort's score rose from 89.9 in the 1Q to 90.2 in the 2Q.

That's a good thing.