DVC satisfaction survey, lowest in 4 years

[bookwormde]

DVC satisfaction has hit an almost 4 year low, and has lost its top rating.

http://www.marketmetrix.com/mmhibrowser/?brandID=40

 

[momx2]

I'm not suprised at all. Rooms are reported as not being the cleanest, perks being taken away and the cost going up. DVC is not the same IMO.

 

[nunzia]

Wow..well..maybe this will spur them to work on things that are causing this drop.

 

[twinklebug]

The results don't detail the questions and responses:

The data shown here is just a fraction of the data available in the Market Metrix Hospitality Index™ database. MMHI provides essential details to understand what contributes to a brand score - why a brand is scoring high or low compared to competitors. Innovative metrics such as Loyalty Program Effectiveness, Loyalty Emotions™, and Brand Leakage provide new insights into consumer attitudes and behavior.

I'd like to see in what specific areas ratings have fallen. The lower rating number means nothing to me without this info.

Overall, I'm as happy as ever with DVC.

 

[tjkraz]

Will be interesting to see if this is just a one-time blip or the start of a trend. In 2Q 2007 the rating dipped to an 87.5 then immediately rebounded to 92.7.

Only thing I can think of that dramatically changed in the 1st quarter was the resale restrictions. That certainly did upset a number of people here and could have contributed to the decline.

However, the point reallocations announced in January 2009 and Jan 2010 seemed to generate a lot more controversy, as did the loss of complimentary valet parking in October 2009. The first reallocation may have caused a drop but the other two had no apparent impact on the satisfaction rating.

I'm not suprised at all. Rooms are reported as not being the cleanest, perks being taken away and the cost going up. DVC is not the same IMO.

Perks have also been added. Do you really see today's perks as being noticeably worse than 5-10 years ago?

As for room cleanliness, the barometer I get from reading the boards is that things have been on the upswing for a good 2-3 years now. There are random reports of issues but the numbers seem far lower than several years ago.

 

[Chic]

I've been a DVC Member since July 2007. I can say that I am still happy to be a member but have seen some declines since joining. Here are my issues:
1) Rooms have not been ready for check-in until well after 4:00pm
2) Rooms have not been cleaned properly
3) Rooms in poor condition (especially BLT)
4) Appliances malfunctioning (A/C units, microwaves, washer/dryer)
5) Slow response time when needing a maintenance issue addressed in my villa
6) Broken equipment in the workout rooms
7) Point reallocations

Hopefully, DVC will address these issues in the future and we will all be senior citizens sitting on a bench in the Disney Parks feeling satisfied that we bought into the DVC timeshare program while we were young and financially capable.

 

[twinklebug]

I've been a DVC Member since July 2007. I can say that I am still happy to be a member but have seen some declines since joining. Here are my issues:
1) Rooms have not been ready for check-in until well after 4:00pm
2) Rooms have not been cleaned properly
3) Rooms in poor condition (especially BLT)
4) Appliances malfunctioning (A/C units, microwaves, washer/dryer)
5) Slow response time when needing a maintenance issue addressed in my villa
6) Broken equipment in the workout rooms
7) Point reallocations

Hopefully, DVC will address these issues in the future and we will all be senior citizens sitting on a bench in the Disney Parks feeling satisfied that we bought into the DVC timeshare program while we were young and financially capable.

Idea: We should run our own survey here. Chic, I like your list - maybe you could post a multiple choice survey? Granted, one of the draws to web boards for anything is to complain (people don't usually search out places to share positive experiences) so our numbers will be skewed negatively - but I hope not too much so because we do have quite a number of people who frequent the DIS just for Disney experiences overall.

 

[drusba]

DVC satisfaction has hit an almost 4 year low, and has lost its top rating.

http://www.marketmetrix.com/mmhibrowser/?brandID=40

I do not know the validity of this rating organization but if you look at the actual data DVC is in fact still the highest rated timeshare even for the quarter. That 88.6 higher number for best in timeshare is for Hyatt but when you look at Hyatt, it says it doesn't have quarter figures for it but only its figure for all time (the 88.6 compared to DVCs 92) and then just designates that as highest in the quarter. In other words whoever put out this info purposefully does not get it right.

It would be wishful thinking to believe any report like this would have any impact on the egomaniacal mind of Jim Lewis

 

[Chic]

I don't find it surprising that DVC is still the top rated Timeshare program. DVC isn't flawless but it's still ahead of the competition. I've been told by members of other Timeshare programs that they have salespeople calling and harassing guests during their vacations, trying to encourage them to purchase contracts. I've even heard of situations where rude salespeople are knocking on doors to make a sell. If a company provides appealing accommodations and treats their guests with top notch service, the sales will take care of themselves. To some degree, I feel Disney is successful in this aspect. They really need to improve in the area of housekeeping. On more than one occasion, we have taken family and friends on a Disney vacation and entered a Villa in poor condition. As a result, our guests were not motivated to purchase into the program.

 

[Simba's Mom]

As I learned when I taught statistics, you can use them to say whatever you want. It'll be interesting to see how DVC "spins" this information. Maybe that DVC is so far above the hotel average? And nothing will be said about the fact that we're way below the best time shares. So we beat the Best Western-aren't we all thrilled by that fact?

 

[disneychic]

Idea: We should run our own survey here. Chic, I like your list - maybe you could post a multiple choice survey? Granted, one of the draws to web boards for anything is to complain (people don't usually search out places to share positive experiences) so our numbers will be skewed negatively - but I hope not too much so because we do have quite a number of people who frequent the DIS just for Disney experiences overall.

That is a great idea!

 

[Chuck S]

I think part of those results may also be from people unhappy because of II/RCI and point reallocations. Bit some can also be contributed to people not really understanding the program. We see people on the boards all the time with unreasonable (IMO) expectations for any timeshare.

Some may also be due to some maintenance and housekeeping issues we see at the resorts as they age, and as we see the condition of rooms deteriorate just prior to major rehabs. I noticed more room condition issues at OKW just prior to the recent rehab. But I also understood it was not cost effective to replace some of these items when a major rehab was scheduled the following year.

 

[Granny]

Only thing I can think of that dramatically changed in the 1st quarter was the resale restrictions. That certainly did upset a number of people here and could have contributed to the decline.

However, the point reallocations announced in January 2009 and Jan 2010 seemed to generate a lot more controversy, as did the loss of complimentary valet parking in October 2009. The first reallocation may have caused a drop but the other two had no apparent impact on the satisfaction rating.

I think part of those results may also be from people unhappy because of II/RCI and point reallocations. Bit some can also be contributed to people not really understanding the program. We see people on the boards all the time with unreasonable (IMO) expectations for any timeshare.

My guess, and it's purely that, is that the vast majority of DVC owners have no idea the point charts changed. Really, unless you are right on top of things (like visiting these boards all the time) you probably wouldn't have noticed.

What people DO notice, regardless of how much they know about DVC, is that the annual maintenance fees are due in the first quarter. In a poor economy, that financial hit may sour people on DVC and make them question the value and whether they can afford it. That could possibly affect some of the responses?

I agree with you Tim that it will be interesting to see if this is a one time dip or a continued trend. It is good grist for the mill in any event.

 

[mjstaceyuofm]

There are options to paying your dues up front - you can have your dues drawn out of your checking account monthly making them more manageable.

In my mind, I think the drop in satisfaction could be tied to a number of issues. I for one don't like the fact that every time you turn around you see a discount for a WDW vacation and none of it ever applies to DVC members. I know we supposedly have "perks", but many of those are stagnant and don't change that often. Like the AP discount - it's been $100 for ages but year after year the cost of these go up thus eroding the value of the perk.

Not getting "free" dining may sour some people's attitudes as well. There are a laundry list of issues I could throw out there such as resort availability in your window, ever increasing points required for other venues such as DCL, CC, etc., blackout dates for pool hopping, general room cleanliness issues, you name it....

This survey is a snapshot in time. If the trend continues to go down or stay stagnant, then I think DVC should take a hard look at the "why" of the matter and try to correct it.

 

[BeesKnees]

In my mind, I think the drop in satisfaction could be tied to a number of issues. I for one don't like the fact that every time you turn around you see a discount for a WDW vacation and none of it ever applies to DVC members. I know we supposedly have "perks", but many of those are stagnant and don't change that often. Like the AP discount - it's been $100 for ages but year after year the cost of these go up thus eroding the value of the perk.

Not getting "free" dining may sour some people's attitudes as well. There are a laundry list of issues I could throw out there such as resort availability in your window, ever increasing points required for other venues such as DCL, CC, etc., blackout dates for pool hopping, general room cleanliness issues, you name it....

This survey is a snapshot in time. If the trend continues to go down or stay stagnant, then I think DVC should take a hard look at the "why" of the matter and try to correct it.

The problem is these perks and free meals you want have to be paid for or they have to cut in other areas in order to compensate. Your free meals will increase the number of dirty room complaints as they cut staff and overwork CMs to make up the difference.

 

[Chuck S]

There are options to paying your dues up front - you can have your dues drawn out of your checking account monthly making them more manageable.

In my mind, I think the drop in satisfaction could be tied to a number of issues. I for one don't like the fact that every time you turn around you see a discount for a WDW vacation and none of it ever applies to DVC members. I know we supposedly have "perks", but many of those are stagnant and don't change that often. Like the AP discount - it's been $100 for ages but year after year the cost of these go up thus eroding the value of the perk.

Not getting "free" dining may sour some people's attitudes as well. There are a laundry list of issues I could throw out there such as resort availability in your window, ever increasing points required for other venues such as DCL, CC, etc., blackout dates for pool hopping, general room cleanliness issues, you name it....

This survey is a snapshot in time. If the trend continues to go down or stay stagnant, then I think DVC should take a hard look at the "why" of the matter and try to correct it.

But this goes back to people not understanding the system, and having unreasonable expectations of a timeshare. Room discounts on point reservations are not possible because to discount point rooms would illegally place DVC in the position of selling more points than can be used in any one year. The number point points for any resort are set. Free dining isn't free, Disney parks is paying for to fill up cash rooms, in lieu of simply discounting the price of the room. Not possible with DVC, unless dues increase to pay Disney Parks and resorts for the dining.

 

[Mickey'sApprentice]

My 2 cents says that its from the resale restrictions.

From my experience dealing with end of semester course evaluations, a lot of times whatever irritated those surveyed lowered the overall experience of everything.

As an example: the first question on a course evaluation is: Did you receive a syllabus? Well, every instructor begins every class by handing out a syllabus, and definitely does not selectively hand out the syllabus.

However, the more hated instructors would always get about a 50% positive response rate on that question. That question was a great barometer on whether or not the student liked the class.

If someone was particularly ticked off about something, they would have said EVERYTHING was bad.

 

[Deb & Bill]

...It would be wishful thinking to believe any report like this would have any impact on the egomaniacal mind of Jim Lewis

I like your thinking. I kind of imagine him with a big blue head. Or maybe something like Syndrome from The Incredibles. Or like the leader in Mom and Dad Save the World.

How do we get to be a part of this survey?

 

[disneynutz]

I do not know the validity of this rating organization but if you look at the actual data DVC is in fact still the highest rated timeshare even for the quarter. That 88.6 higher number for best in timeshare is for Hyatt but when you look at Hyatt, it says it doesn't have quarter figures for it but only its figure for all time (the 88.6 compared to DVCs 92) and then just designates that as highest in the quarter. In other words whoever put out this info purposefully does not get it right.

It would be wishful thinking to believe any report like this would have any impact on the egomaniacal mind of Jim Lewis

I contacted Market Matrix a couple of years ago asking for info on how the surveys are conducted and who there sample group is. I was told that the information is confidential and only available to their subscribers and partners. Then they told me that Disney is a subscriber and that I could contact them for the information. Never heard back from Disney.

This reminds me of the Better Business Bureau. Most of the rated companies are members who pay not to get a negative rating.

Bill

 

[Inkmahm]

As I learned when I taught statistics, you can use them to say whatever you want. It'll be interesting to see how DVC "spins" this information. Maybe that DVC is so far above the hotel average? And nothing will be said about the fact that we're way below the best time shares. So we beat the Best Western-aren't we all thrilled by that fact?

Exactly. Numbers can be made to tell any story you want them to tell.

I thought it was interesting though how the hotel average overall fell for the quarter. I guess DVC didn't do too bad compared to that!