MS surveys

[dianeschlicht]

Lately it seems every time I make a reservation, I'm asked if I want to participate in the survey. When I press #1 to accept the survey, I get a recording saying my call may be recorded for quality etc.

My question is: If you press #1, is that what triggers the recording or are ALL contacts recorded? If the questionnaire is what triggers it, then I'm going to press "1" every time!!! That way if a mistake is made, they should be able to prove what you asked for at the time.

 

[disneynutz]

Supposedly all calls to MS are recorded. Some Members have reported that Managers have accessed the recordings to fix problems with their account. I have tried to do the same and I never gotten anywhere.

You will be prompted to the survey no matter which option you choose at the beginning of the call.

I wish that we could complete surveys about other aspects of the DVC.

Bill

 

[Sammie]

Supposedly all calls to MS are recorded. Some Members have reported that Managers have accessed the recordings to fix problems with their account. I have tried to do the same and I never gotten anywhere.

You will be prompted to the survey no matter which option you choose at the beginning of the call.

I wish that we could complete surveys about other aspects of the DVC.

Bill

Actually Bill I was told by Member Satisfaction that you can leave comments about DVC on that survey that do not pertain to the call.

 

[disneynutz]

Actually Bill I was told by Member Satisfaction that you can leave comments about DVC on that survey that do not pertain to the call.

I don't see how, the survey is multiple choice about the call. There is a option to have a manager call you back but the MS department that takes calls doesn't care about issues other than reservations and point usage.

Bill

 

[MerriH807]

Just wondering.............
Does the CM at MS know whether or not you opted to take the survey..........

 

[disneynutz]

Just wondering.............
Does the CM at MS know whether or not you opted to take the survey..........

Unknown... I wondered if you answer yes that you will take the survey, do they route you to a more experienced group?

They do like to brag on how well they do in surveys.

Bill

 

[dvc at last !]

I always press that I will take the survey incase it takes you
to MS faster in order for MS to have great feedback on the survey.

 

[joandegennaro]

I always press 1 and then proceed to forget to stay on the line after I've done what I called to do

 

[JSTX]

I always press 1 and then proceed to forget to stay on the line after I've done what I called to do

That is exactly what I end up doing.

 

[dianeschlicht]

I don't see how, the survey is multiple choice about the call. There is a option to have a manager call you back but the MS department that takes calls doesn't care about issues other than reservations and point usage.

Bill

Easy... The last option is if you want a CM to call you back. If you press that, you leave your name, member number and phone, and they'll call you back.

Actually, I have done it to leave kudos to the MS CM I was working with. I got a really good one yesterday, so after the survey, I pressed the option to speak to a representative,and left a complimentary message about him. I told them there was no need to call me back, but I wanted them to know what a great job this guy was doing.

 

[dianeschlicht]

Unknown... I wondered if you answer yes that you will take the survey, do they route you to a more experienced group?

They do like to brag on how well they do in surveys.

Bill

Now THAT'S an interesting thought. I think they get too many calls to actually do that kind of thing though.

 

[mouseaider]

I wish that we could complete surveys about other aspects of the DVC.

Bill

Hey Bill.... I know I'm new to DVC and all but there is a "Contact" button on the MS site and I think it would be a good place to vent to them about anything. And if my experience with Disney tells me anything, someone will get back to you to listen to your concerns. They may not do anything... but they will listen.

 

[dianeschlicht]

Hey Bill.... I know I'm new to DVC and all but there is a "Contact" button on the MS site and I think it would be a good place to vent to them about anything. And if my experience with Disney tells me anything, someone will get back to you to listen to your concerns. They may not do anything... but they will listen.

That's correct, and another option is to email the Member satisfaction team.

 

[VLee]

I have been called back before when I wanted to give exceptional praise to a certain castmember who went out of her way and her knowledge was superb compared to many.

 

[pmcpmc]

Lately it seems every time I make a reservation, I'm asked if I want to participate in the survey. When I press #1 to accept the survey, I get a recording saying my call may be recorded for quality etc.

My question is: If you press #1, is that what triggers the recording or are ALL contacts recorded? If the questionnaire is what triggers it, then I'm going to press "1" every time!!! That way if a mistake is made, they should be able to prove what you asked for at the time.

Any professional business will do this to protect the business and its clients.
I believe the survey request is on all calls because so few people will take the time to complete it.
The results will often be used externally to show how good the business is.
Internally it will be used to explain what improvement is needed.