DVC Survey regarding perks

[boardwalk prof]

First of all, congrats to Doc for posting so quickly: I received the survey at 2:11 pm and Doc's post was as 2:24 pm!!

We did complete the survey and as others have said, it is very well done and very comprehensive.

After reading the replies on this thread I couldn't help thinking if I worked for DVC I would be pulling my hair out after reading some of the responses in this thread. We (DVC members as a group) complain when changes are made without our input: case in point - valet parking. When they (DVC) take the time and effort to put together a survey we complain more. We assume that Disney has the knowledge and experience to design, build & operate ToT safely and we should be every bit as confident that they know how to conduct a statistically accurate survey! While it is possible that this entire survey was designed as cover for some sinister future action by DVC, we also need to acknowledge that maybe they really did want to know what members were thinking. One of our comments in the survey was to express our appreciation for seeking member input and we suggested more surveys in the future.

One of the potential perks we rated highly was "the tiered recognition for perks based on points owned and member referrals". Our bank offers us a host of 'free' services: free on-line banking, free checks, higher interest rates -- all for maintaining a higher minimum balance. Of course these services cost the bank something, just like the rewards programs do the credit card companies, and the mileage programs do the airlines. They offer these 'perks' not because we are such wonderful customers but because it is cheaper for them to retain current customers than find new ones. While we tend to think of DVC as a benevolent charity that exists for our personal benefit, we all have to recognize that it is a business. And just like every other business, it is good business sense for DVC to keep their best customers happy -- and the bigger the customer; the harder they want to work to make you happy.

I don't know where we fit in to the 'average' DVC member as far a number of points go, probably more than some but certainly less than a great many others. We didn't purchase or maintain our DVC ownership for the perks but being recognized for our devotion to the Mouse would be a nice enhancement to our membership. And if someone gets more of a perk because they own more points than we do, good for them! They can also stay longer and/or in larger accomodations - now there is something to be jealous of!!!




Boardwalk Prof

 

[dianeschlicht]

One of the potential perks we rated highly was "the tiered recognition for perks based on points owned and member referrals". Our bank offers us a host of 'free' services: free on-line banking, free checks, higher interest rates -- all for maintaining a higher minimum balance. Of course these services cost the bank something, just like the rewards programs do the credit card companies, and the mileage programs do the airlines. They offer these 'perks' not because we are such wonderful customers but because it is cheaper for them to retain current customers than find new ones. While we tend to think of DVC as a benevolent charity that exists for our personal benefit, we all have to recognize that it is a business. And just like every other business, it is good business sense for DVC to keep their best customers happy -- and the bigger the customer; the harder they want to work to make you happy.

The problem is that many (read most) states do not allow referal perks. We happen to live in one of those states. We have refered many new members, and each time we get a nice letter thanking us and saying "sorry, but we can't offer you the perks, since your state doesn't allow it". That's why that would be a low priority on my list, and why I hope not a lot of people put a high priority on that one. I too wish ALL members would have gotten the survey.

 

[boardwalk prof]

I totally agree with you. Actually, we did comment in the survey specifically on that issue, i.e. the 'perk' for referrals. We said we don't feel that a reward for a referral is a perk of membership since there is something very tangible in it for DVC -- a sale of another contract.


Boardwalk Prof

 

[RobDoc]

The problem is that many (read most) states do not allow referal perks. We happen to live in one of those states. We have refered many new members, and each time we get a nice letter thanking us and saying "sorry, but we can't offer you the perks, since your state doesn't allow it". That's why that would be a low priority on my list, and why I hope not a lot of people put a high priority on that one. I too wish ALL members would have gotten the survey.

Diane, my understanding of the "tiered" perks is that members who do refer others would get "credit" for that in addition to the number of points you own - whether your state allows you to be eligible for a cash award or not. So even if you can't get the monetary benefit, they would still recognize those who "share the magic" with others. The survey even had a section asking about whether you have even recommended DVC to someone else and whether that person purchased with no mention of the rewards program. The number of referrals by members should be pretty easy to track and somehow be used to enhance the numbers in addition to points owned.

There was no explanation for the "tiered" perk other than the sentence used in the survey, but it was clear that some combination of points owned and referrals made would be counted. I took that to mean that someone with a minimal number of points could still be eligible for a higher tier based on their referral history.

 

[dianeschlicht]

Diane, my understanding of the "tiered" perks is that members who do refer other members would get "credit" for that in addition to the number of points you own - whether your state allows you to be eligible for a cash award or not. So even if you can't get the monetary benefit, they would still recognize those who "share the magic" with others. The survey even had a section asking about whether you have even recommended DVC to someone else and whether that person purchased with no mention of the rewards program. The number of referrals by members should be pretty easy to track and somehow be used to enhance the numbers in addition to points owned.

There was no explanation for the "tiered" perk other than the sentence used in the survey, but it was clear that some combination of points owned and referrals made would be counted. I took that to mean that someone with a minimal number of points could still be eligible for a higher tier based on their referral history.

Interesting. I'm still not into "tiered" memberships of any kind though. It would likely keep me from adding on rather than encourage me to do so.

 

[DVCPAT]

One of the potential perks we rated highly was "the tiered recognition for perks based on points owned and member referrals". Our bank offers us a host of 'free' services: free on-line banking, free checks, higher interest rates -- all for maintaining a higher minimum balance. Of course these services cost the bank something, just like the rewards programs do the credit card companies, and the mileage programs do the airlines. They offer these 'perks' not because we are such wonderful customers but because it is cheaper for them to retain current customers than find new ones. While we tend to think of DVC as a benevolent charity that exists for our personal benefit, we all have to recognize that it is a business. And just like every other business, it is good business sense for DVC to keep their best customers happy -- and the bigger the customer; the harder they want to work to make you happy.



Boardwalk Prof

I think you need to have a realistic view of our place in Disney’s customer base. A DVC member is money in the bank. We’ve bought the cow so to speak. Disney is probing new ways to separate us from our money. I would never purchase additional points for perks. Disney customer service and quality seems to fluctuate and perks aren’t guaranteed long term. If Disney wants DVC members to be truly satisfied and recommend DVC to family and friends, they need to go back to basics. Provide a clean, well maintained resort with friendly, knowledgeable CMs. If you’re going to charge more for a product or service, it can’t be based on clouds and pixie dust.

If you look at old Disney you-tube promotions, Disney would promote restaurants, activities and entertainment. Today’s Disney promotions are about dreams, past Disney memories and celebrations. Disney needs to be more detail orientated. They need to focus on quality and customer service.

 

[Shadeaux]

If Disney wants DVC members to be truly satisfied and recommend DVC to family and friends, they need to go back to basics. Provide a clean, well maintained resort with friendly, knowledgeable CMs. If you’re going to charge more for a product or service, it can’t be based on clouds and pixie dust.

Well said! We stopped recommending DVC to friends a few years ago. No one reason in particular, just a bunch of small changes that in our opinion no longer make DVC stand out from other timeshares.

 

[kapeman]

After reading the replies on this thread I couldn't help thinking if I worked for DVC I would be pulling my hair out after reading some of the responses in this thread. We (DVC members as a group) complain when changes are made without our input: case in point - valet parking. When they (DVC) take the time and effort to put together a survey we complain more.


Boardwalk Prof

From my experience more people were complaining about the fact that the loss of the perk was not communicated rather than the fact that the perk went away.

I checked in on the first day after they discontinued the perk and was not notified in any way. In fact, the portable perks booklet still listed the perk.

I was able to get a refund of the charges, but that wasn't the point.

I mentioned as much in the comments section when I took the survey.

I also listed my disdain for the phrase "due to member requests" whenever something is removed.


Edit: For the record, I listed AP/MYW ticket discounts, Kid's Club discounts, 20% dining, free events and free Internet access as preferred.

 

[Robo-Daddy 3000]

High priority went to AP discount, 20% dining discount, free internet, special event discounts. multi-day park admittance discount.

Low priority to tiered rewards, Disneyland related, Downtown Disney specialty stores discounts, golf related, castle suite, D23.

Thanks Jack, your responses at least were geared toward perks that benefit more instead of a few.

Gotta agree here. Perks that benefit the membership as a whole make DVC a better timeshare experience for everyone.

 

[granmanh603]

From my experience more people were complaining about the fact that the loss of the perk was not communicated rather than the fact that the perk went away.

I checked in on the first day after they discontinued the perk and was not notified in any way. In fact, the portable perks booklet still listed the perk.

I was able to get a refund of the charges, but that wasn't the point.

I mentioned as much in the comments section when I took the survey.

I also listed my disdain for the phrase "due to member requests" whenever something is removed.


Edit: For the record, I listed AP/MYW ticket discounts, Kid's Club discounts, 20% dining, free events and free Internet access as preferred.

got survey too and disliked the way the grouped the choices, seemed to be looking for answers to support what they wanted...
rated AP high , and wondered about the free park parking perk(doesn't everyone get that if staying on property? or have AP).
I Also mentioned at the end of survey about how I could hardly wait to hear what "due to member requests" perks we were going to get!!!!!! LOL also mentioned about the BWV parking mess and about how it would just be nice to even get to park there in the close lot.

 

[Telcogirl]

the free park parking perk(doesn't everyone get that if staying on property? or have AP).

I did not get the survey. But after seeing some of the comments on the "parking perk", I am also wondering what this is all about. If you are staying at a DVC resort and you have a car, you get free parking at the parks.

I guess I just never thought of this as a perk.

 

[Sammie]

I did not get the survey. But after seeing some of the comments on the "parking perk", I am also wondering what this is all about. If you are staying at a DVC resort and you have a car, you get free parking at the parks.

I guess I just never thought of this as a perk.

Correction: the mention was parking for theme parks, Thanks Doc for the clarification, which is what I get for rushing and doing two things at the same time.

 

[Sammie]

I think you need to have a realistic view of our place in Disney’s customer base. A DVC member is money in the bank. We’ve bought the cow so to speak. Disney is probing new ways to separate us from our money. I would never purchase additional points for perks. Disney customer service and quality seems to fluctuate and perks aren’t guaranteed long term. If Disney wants DVC members to be truly satisfied and recommend DVC to family and friends, they need to go back to basics. Provide a clean, well maintained resort with friendly, knowledgeable CMs. If you’re going to charge more for a product or service, it can’t be based on clouds and pixie dust.

If you look at old Disney you-tube promotions, Disney would promote restaurants, activities and entertainment. Today’s Disney promotions are about dreams, past Disney memories and celebrations. Disney needs to be more detail orientated. They need to focus on quality and customer service.

Totally agree, when we joined DVC there were very few perks and I was more than willing to make referrals.

However we now have more perks and I am less inclined to make any referrals.

Because as you stated, what I bought into, is more important to me than any perk. Until I feel we have what we initially paid for, good service, clean rooms, that are well maintained, I am not going to be a salesperson for DVC.

 

[RobDoc]

It was free valet parking at DVC resorts, not parking at the theme parks.

My survey used "free parking at Theme Parks" and made no mention of valet service at any of the resorts.

I did not get the survey. But after seeing some of the comments on the "parking perk", I am also wondering what this is all about. If you are staying at a DVC resort and you have a car, you get free parking at the parks.

I guess I just never thought of this as a perk.

While I have no knowledge of any future parking changes , what if there is a "discussion" at Disney about initiating a parking charge for onsite guests at Theme Parks and this question was designed to see if members would find value in continuing free parking. It would not surprise me if Disney was considering pushing onsite guests to use Disney transport - just like they have done by offering Magical Express. Adding a parking charge, even if nominal, would likely have a strong affect towards that goal and if that is a consideration, asking such a question on a perks survey would make sense.

I made sure to give this "perk" a good rating as I do find that to be a valuable benefit even though it is not presently a true DVC perk since it is available to all onsite guests.

Stay tuned!

 

[Brian Noble]

Interesting question.

I could see someone thinking that way. Charging onsite guests something for theme park parking would further discourage those guests from having a rental car. And, guests with rental cars can leave property and spend time (and money!) with other area establishments. And, if there's one thing we know about Mickey, it is that he can be one jealous Mouse when it comes to two-timing guests.

It might also be plausible that if *most* DVC Members don't have their own cars, they'd rather not pay for the parking for the minority who do.

(And, before you say "but it doesn't cost anything", remember what I wrote above: each business unit is accounted for separately---it would not be hard to imagine that Parks gets "paid" some funny money from Resorts for theme park parking on the part of onsite guests.)

 

[DVC Mike]

Charging onsite guests something for theme park parking would further discourage those guests from having a rental car. )

But charging onsite guests for parking at the theme parks would take away one of the advantages of staying onsite.

 

[tjkraz]

got survey too and disliked the way the grouped the choices, seemed to be looking for answers to support what they wanted...

I tend to disagree.

Another poster suggested that they should have simply listed all of the current and proposed perks and asked members to rank them from highest to lowest. The problem with that is respondents tend to give the most thought to only the top 2 or 3 selections, as well as the bottom 2-3, and then rush through the middle without really giving much thought to the rankings.

By presenting multiple groupings of 5 options and asking for only the best an worst, it's pretty easy to use the results to build a matrix which reflects the true feelings of the survey taker.

This is particularly true if latter questions build upon earlier responses. I only took the survey once but I noted that about 1/3 to 1/2 of the way through, one of the questions presented me with multiple options that I had previously ranked as my most favorite. So, let's say I gave high marks to the WDW AP discount, DL AP discount and free Internet. Later in the survey I was asked to rank my most favorite from among THOSE options.

This type of questioning can lead to much more accurate results than asking for 1-25 ratings on middling perks like Dowtown Disney shopping, boating discounts and VIP tour guides.

 

[Brian Noble]

But charging onsite guests for parking at the theme parks would take away one of the advantages of staying onsite.

True. And, for what it's worth, I think it is more likely that that question is getting at parking transfer payments to Parks from DVC resorts specifically. Even then, I suspect that the hassle of implementing it might be more than it is worth.

But, I can imagine some of the "sharp pencil boys" thinking that charging a *small* amount for onsite guests is just the right balance to toss the "rental car" bathwater without losing the "onsite is good" baby.

 

[Maistre Gracey]

I just completed my survey. I hit big on annual pass discounts and mentioned a Premier Pass discount and free valet parking on the write-ins.
I also voted a lot for the Cinderella & Dream Suite options.

MG

 

[granmanh603]

My survey used "free parking at Theme Parks" and made no mention of valet service at any of the resorts.




While I have no knowledge of any future parking changes , what if there is a "discussion" at Disney about initiating a parking charge for onsite guests at Theme Parks and this question was designed to see if members would find value in continuing free parking. It would not surprise me if Disney was considering pushing onsite guests to use Disney transport - just like they have done by offering Magical Express. Adding a parking charge, even if nominal, would likely have a strong affect towards that goal and if that is a consideration, asking such a question on a perks survey would make sense.

I made sure to give this "perk" a good rating as I do find that to be a valuable benefit even though it is not presently a true DVC perk since it is available to all onsite guests.

Stay tuned!

Funny about perception....I gave it a low rating because I couldn't figure why it was even on there. Gave AP discount highest.