Have you voiced your opinion with Guest Relations?

[RamieGee]

For those of you unhappy with the changes in Disney Parks business model over the past year (Genie+, elimination of Magic Express, reduction in shows, dining availability or quality, etc.) have you written to guest communications (wdw.guest.communications)?

I am curious why or why not.

Personally, I do think it makes a difference and would encourage you to take 10 minutes to send an email. They likely use a number of consumer touch points to compile consumer satisfaction metrics to management - consumer focus groups, a Social Listening program that allows them to see summaries of of what’s being said on social media, and direct communication via guest relations. Obviously people pulling their money out of Disney and into other vacation destination speaks loudly (money talks), but it’s still pretty powerful to directly express your satisfaction/dissatisfaction.

 

[MrWonderful]

https://www.disboards.com/threads/h...al-regarding-the-genie-genie-service.3849714/

 

[dez1978]

Yes, but I don't think it makes much difference to those who really need to hear it. The ones who it affects are the ones who have to read it and respond, and I am sure they are tired of hearing us complain, and it's probably making their lives miserable. The ones who need to hear it at the top, probably never actually read any of it, and if they do, don't really care as long as there are still people spending in the parks.

 

[ShirikiUtundu]

Words don't matter. Only money talks.

 

[ShayBells]

I have not and I say this as in not YET.
There is no telling how bad (or good) something new will work until it’s used. You can assume all you want, but sometimes complaining only gets changes in the wrong direction. (Be careful what you wish for in reverse.) At least, this is IMHO for now.
Though I definitely should (and will) email about Magical Express (And POG juice )
But as far as Genie+ goes there’s just nothing for me to complain about yet. It sounds bad in theory, but if by chance I’m waiting in less lines than I did with FP+ then it will be worth the cost. If I’m not, I will definitely complain then in the hopes it will change for the better.

 

[RamieGee]

Yes, but I don't think it makes much difference to those who really need to hear it. The ones who it affects are the ones who have to read it and respond, and I am sure they are tired of hearing us complain, and it's probably making their lives miserable. The ones who need to hear it at the top, probably never actually read any of it, and if they do, don't really care as long as there are still people spending in the parks.

Maybe. However, I do believe that department is required to roll-up reports to management on the sentiments being expressed. Maybe not complaints very specific to an individual experience, but I would imagine they might have a report that reads “80% of feedback (x of x communication received) expressed dissatisfaction with the Genie+ announcement.”

Then there is a high level, highly paid individual whose job it is to monitor and report on guest satisfaction at the executive level.

Maybe there’s someone on here who works in consumer relations for a large corporation who can tell us more…

 

[Uncle Coaster]

I voted no because so far there haven’t been any changes to the parks and the way they’re run that have necessarily upset me.

 

[RamieGee]

I voted no because so far there haven’t been any changes to the parks and the way they’re run that have necessarily upset me.

That’s fair. I was curious specifically about the people who are unhappy and how they are making the voices heard (or not, as the case may be).

 

[RamieGee]

For example, there’s a role at Disney parks “Senior Vice President, Customer Engagement at Disney Parks, Experiences, & Consumer Products.” No doubt they have a large team of people reporting up through them. It’s all of their jobs to capture this information and report on it. Anyway, I still think it makes a difference and is worth everyone’s time to express your opinion if you have one.

 

[PaladinButters]

Maybe. However, I do believe that department is required to roll-up reports to management on the sentiments being expressed. Maybe not complaints very specific to an individual experience, but I would imagine they might have a report that reads “80% of feedback (x of x communication received) expressed dissatisfaction with the Genie+ announcement.”

Then there is a high level, highly paid individual whose job it is to monitor and report on guest satisfaction at the executive level.

Maybe there’s someone on here who works in consumer relations for a large corporation who can tell us more…

That high level person also knows that people are 999% more likely to contact guest relations with a complaint then to just tell them they are doing fine and you can't wait to try out Genie. It's not even out yet. No one has used it. Maybe people love it and maybe people hate it, but the actual feed back that's important on that will come from verified visitors who either did or did not purchase the service during their trip.

 

[reddog21]

For example, there’s a role at Disney parks “Senior Vice President, Customer Engagement at Disney Parks, Experiences, & Consumer Products.” No doubt they have a large team of people reporting up through them. It’s all of their jobs to capture this information and report on it. Anyway, I still think it makes a difference and is worth everyone’s time to express your opinion if you have one.

Do you really think that Disney didn't see this coming? They knew exactly what the outcry would be.

 

[dez1978]

Maybe. However, I do believe that department is required to roll-up reports to management on the sentiments being expressed. Maybe not complaints very specific to an individual experience, but I would imagine they might have a report that reads “80% of feedback (x of x communication received) expressed dissatisfaction with the Genie+ announcement.”

Then there is a high level, highly paid individual whose job it is to monitor and report on guest satisfaction at the executive level.

Maybe there’s someone on here who works in consumer relations for a large corporation who can tell us more…

Oh I have no doubt those thoughts are being sent up to the higher powers. I just don't think the higher powers care until it starts to effect the bottom line. And with the 50th coming up, I think we have a very long time to go before any of it hurts the bottom line enough to make a difference. Even those of us here who complain, if every single one of us stopped spending a dime at Disney for the next 2 years, it wouldn't be enough to sway them. And lets be honest. We all know that most of the people on these boards who say "thats it, I'm done!" will be there inside 2 years.

 

[dez1978]

oh, and for what it's worth, both times I've emailed about something, the response I've received has been a cut and paste response, I know this because BOTH times it had someone else's name in it where they'd forgotten to change it from the last response.

 

[PaladinButters]

And lets be honest. We all know that most of the people on these boards who say "thats it, I'm done!" will be there inside 2 years.

"Never going back again....except for this next trip since it's already booked...and yes, we are still DVC why do you ask?"
Every time.

 

[mickeyluv'r]

I usually complete any follow up surveys I receive, and I write relatively thorough comments when they give me a box to write comments both good and bad.

In a few instances, it might have actually made a difference. I don't think my comments alone made the difference, but changes I have suggested have occurred. Most were just something small, like a small repair.

I also think many people have also changed the way they spend $ at WDW over the years. You didn't used to see so many people getting food delivered to the hotel, or using Uber/taxis like the way they do now. Sure, Uber didn't used to exist, but WDW's had taxi's for a very long time. Paying for a taxi was always an option, but it became a more valuable option when the value of our time increased (Price rises, pre-booked FP+). Even at non-DVC hotels people are now getting groceries and food orders delivered. Expensive meals just aren't as appealing as they once were because they cost too much. So maybe people are still going, but they are not staying as long, and not buying merchandise or spending freely as they once did.

 

[chicagodisneyguy]

We have a couples trip in October and extended family trip in January. We're going to wait and see how those go.

If we hate it we'll write in. And more importantly just skip WDW for a year or two