My notes on the DVC focus group I went to (kinda long and probably boring, but...)

[Loubon]

In general focus groups are observed while the are going on either through two way mirror or video so this is not a Disney thing. The logic is so that the observers can see body language and get a real feel for tangents that the group might go off on.

But as everyone else says it remains to be seen if anything is really done with the info. Sometimes I think they are just used to justify unpopular decisions (i.e. "our focus groups show that this is not important to members" etc).

Thanks for the update.

 

[WDWDaisy]

I was at one of these groups last week, May 21 @ 2 PM. We talked about all the benifits we get, the discounts and what was used and how it made us feel. Sounds like they are looking at taking some of the benifits away. At my group, we made it clear, that if they took away the 10% at the Disney Stores, we would PISSED.

We made of point of it to say, how about 10% off at all side down rest. would be nice.

 

[Regina]

Should we call you Secret Agent Mickey Maniac?

Thanks for letting us know what goes on in these sessions. It will be interesting to see if any changes are made as a result of these focus groups.

 

[nezy]

Thanks for the info from the focus group and for letting all of our voices be heard!

...if pool hopping is banned during busy times, it should be across the board instead of specific to just SAB.

Isn't it(pool hopping) banned across the board at busy times already ?

For me, pool hopping and 10% at the Disney Store are the 2 best benefits. Being able to hop over to VWL, Poly or GF while at MK for an afternoon dip or to BW while at MGM or EPCOT is a great perk. Not to mention, we always take a day or two skipping the parks and trying another pool. Actually, that's why we added-on at WL!!

 

[vernon]

Thanks for reporting back, it will be interesting to see what, if anything, comes out of these samplings.

 

[ArnyVee]

Interesting to read what happens at the focus groups.

Has Disney conducted similar DVC focus groups in the past? Did anything happen as a result of them? Positively or negatively.

 

[Granny]

Mickey_Maniac....first of all I'd like to thank you for soliciting the input of the members of this board to take with you. Very thoughtful. And secondly, thanks for reporting back in such detail...very interesting!

Loubon is right on target with the comments about focus groups. I've observed many of them from behind a two-way mirror. Usually, the focus group participants are told that someone may be there...the mirror is to put them more at ease so they don't look at the observers for facial responses or body language. So I wouldn't feel like you were being "spyed" on...it's just the nature of focus groups.

It does appear, on the surface, that the Disney execs are sitting around asking each other..."Well, we've got the DVC members' money...how far can we go in eliminating perks that cost us (DVD) money before the members revolt?"

Oh well, the perks were never the reason we bought into DVC, but we sure do appreciate them.

 

[kennyb1]

Hi,
I also attended a session of the survey later in the day.
It went pretty much the way Mickey_Maniac's session went
as far how it was structured. I thought we got off track several
times, but the coordinator did ok to limit that.

The pool hopping was a big issue, but one of the DVC places I own is the Beach Club and weekends the place is hopping and very full so I can kind of see why they have to have some limitations. But I did invite people in my survey group to join me that day at the pool. Of course they would have drowned me once I got them wrist bands. And as one person said on this board, it was announced so people shouldn't have been surprised to be asked to leave.
We'll just all have to go invade to newest Grand Floridian pool if we aren't staying at the Beach Club.

Discounts were a very big topic at our survey. One person made a very good point in saying that people off the street can get better discounts than we can as DVC owners. He mentioned that AAA gives better discounts on park tickets.

One thing that I added was that I can never keep track of which things have a discount so I just take out my card and ask. Most of the time it is no. I stated that from a marketing and sales standpoint hearing the word no presents a very negative image.

KB

 

[ForTheLoveofDisney]

Originally posted by kennyb1


One thing that I added was that I can never keep track of which things have a discount so I just take out my card and ask. Most of the time it is no. I stated that from a marketing and sales standpoint hearing the word no presents a very negative image.

KB

I couldn't agree with you more Kenny. When I was there last year with my mom, before I bought in DVC, we tried to use her Disney Club card and was told "no" We made a comment that it's pretty bad that Disney card can be used everywhere but Disney.
Thanks so much MM. I found the report interesting.

 

[d-r]

We all felt that members who stayed at BCV received preferential treatment even though we all use the same number of points. I think the general concensus was that if pool hopping is banned during busy times, it should be across the board instead of specific to just SAB.

I wonder how many of that group own points at beach club villas? I'd vote to keep that ban on hopping to storm along bay, thank you very much, and I'd even like to see them add wilderness lodge (but then we have points there, too) because that pool gets too crowded as well.

Just my opinion,
DR

 

[inky dinky doo]

Originally posted by d-r
I wonder how many of that group own points at beach club villas? I'd vote to keep that ban on hopping to storm along bay, thank you very much, and I'd even like to see them add wilderness lodge (but then we have points there, too) because that pool gets too crowded as well.

Just my opinion,
DR

That's exactly what I wondered, DR, when I read that comment.

Pat

 

[DebbieB]

It does appear, on the surface, that the Disney execs are sitting around asking each other..."Well, we've got the DVC members' money...how far can we go in eliminating perks that cost us (DVD) money before the members revolt?"

One thing they have to remember, happy members are more likely to add-on and tell their friends about DVC.

 

[KNWVIKING]

I love staying at my DVC resorts,I love the parks,I love being in WDW. But I also know that Disney's goal in life is to remove as much cash from my pocket as possible. Look at our DVD contract. Our renting points rules are clear as mud. Why ? IMO it's because deep down Disney doesn't care if you rent your points. If anything, a newbie renter will probably spend more money on vacation in WDW then I will. But look at the rules that dictate what DVD can do at their discreetion;very black & white.

Now to my opinion of these surveys: Disney is a master of accumulating data that supports what they already want to do. To exaggerate my point, they'll ask men a question like " Have you ever been caught cheating on your wife ?". Now 95 out of 100 men say "No". Disney will say "our surveys show 100% of the men we surveyed cheat on their wives, but only 5% have been caught". Obviously this isnt the answer the men were trying to convey, they just didn't think about the question they were actually asked.

IMO, Disney has already decided what discounts they will or won't offer, they are just going to make it look like this is what we asked for.

 

[ditzy]

Disney is a master of accumulating data------

Just think of all of the information they have about us just from our room keys - when we go to our room, when and which parks we go to. And if we use our key to charge - they know where we eat and what we buy. Scary!

 

[d-r]

If they actually USED those data, but they don't. They have access to a wealth of information about us, but they don't tie it together or use it in any way. It really blows my mind. For instance, even the old disney club was able to use my user name and password from any of the disney family of web sites - espn.com, disney.com, to know me and know I was a member. The disneystore.com is able to know who I am and that I get a discount. If they kept track of that info they could really profile me. But they don't. Think about the situation of the username and password at the dvc site - why couldn't they use the user name I already have at the other disney sites to personalize some information just to me? If I call the Disney catalog to make a order, they check if the e-mail address they have for me is still the one I want to use - and yet dvc doesn't know my e-mail address and has to have a sweepstakes to try to lure me in to giving it to them? WHY? They are horrible at being able to tie together our information. I get a card for disneysurvey.com and it asks me how many trips I've made and what resort I stayed in last - they SHOULD KNOW. We call up and make priority seatins at restuarants and use our room keys as charge - they should know where we ate! But they don't. And all of the talk about actually putting that information together and tailoring rewards programs to meet the individual interests of their long term and frequent guests resulted in what? A visa card. They do an absolutely terrible job of tieing their data together, and frankly, imho, a pretty terrible job of research in general.

DR

 

[laceemouse]

I agree with you DR on all counts! We just bought at BCV even though we had heard about the AC and water pressure problems and the units are tiny compared to all the other t/s we have stayed in. Why? SAB!!! We are worried about how crowded it will be when we go next spring. If the place is packed, why should they let members who own elsewhere hop there? That lady in the group knew the rules as well as we all do! As far as info gathering, I think you are correct there too. Most big companies have that problem. How many times have you gotten an offer for a credit card that you already have? My husband has worked for many large US corporations and it is the same everywhere. The right hand NEVER knows what the left is doing. He feels that things could be streamlined and info could be consolidated quite easily but doing this would eleminate a lot of jobs so no one wants to bring it up! Everyone has to keep thinking of ways to justify their own positions! Just lots of waste and BS!!!

 

[PKS44]

Originally posted by laceemouse
We just bought at BCV even though we had heard about the AC and water pressure problems and the units are tiny compared to all the other t/s we have stayed in. Why? SAB!!!

Exactly-this is why they restricted poolhopping ---to get more people to BUY BCV...not because SAB can never handle the capacity...many people, myself included have been to WDW since BCV opened and so far the capacity has not been an issue...In peak times, who knows? it may very well be necessary to restrict SAB poolhopping in order to keep the crowding down and they should...and they always have and still do at ALL the pools. The issue is that the blanket year-round SAB no hopping policy is not necessary for year round crowd control...it just isn't that crowde much of the time...there is no evidence from my experience or that from numerous trip reports posted here and elsewhere to support the idea that SAB runs anywhere near busy for much of the year. Maybe if the economy picks up and SARS is cured and Jupiter aligns with Mars, and whatever else is needed to bring the crowds back to Disney it will be needed for crowd control...but not yet. In my opinion it was primarily a sales tactic, and that is their right. But don't insult my intelligence by telling me that the pool would be too crowded if a few DVC'ers were allowed to hop in off season--I have been there and it just ain't so. So don't worry about the crowds laceemouse, they won't be there.

Paul

 

[RobDoc]

But don't insult my intelligence by telling me that the pool would be too crowded if a few DVC'ers were allowed to hop in off season--I have been there and it just ain't so. So don't worry about the crowds laceemouse, they won't be there.

What data do you have access to with information about SAB pool usage prior to BCV? How many BC/YC guests have made complaint in the past about crowded conditions at SAB? How many is a "few DVC'ers" and how you suggest it be limited to a "few"? How many days have you been there to justify your comment about crowds and exactly how many guests used SAB on those days and how many were pool hoppers? Have you presented your research to Disney to show them that SAB will never be overcrowded in "off season" ? ...and just when is "off season" ?

Inquiring minds want to know??

 

[PKS44]

Originally posted by WebmasterDoc
What data do you have access to with information about SAB pool usage prior to BCV? How many BC/YC guests have made complaint in the past about crowded conditions at SAB? How many is a "few DVC'ers" and how you suggest it be limited to a "few"? How many days have you been there to justify your comment about crowds and exactly how many guests used SAB on those days and how many were pool hoppers? Have you presented your research to Disney to show them that SAB will never be overcrowded in "off season" ? ...and just when is "off season" ?

Inquiring minds want to know??

As I posted-

"there is no evidence from my experience or that from numerous trip reports posted here and elsewhere to support the idea that SAB runs anywhere near busy for much of the year"
also I posted-
"I have been there and it just ain't so"

When is off season? You don't think Disney knows when the crowds are lighter? Their pricing indicates they do. And even in the busy/expensive seasons lately, my numerous sources (friends, acquaintances, internet trip reports, etc) have noted little in the way of SAB crowding...

What evidence is there that DVC poolhoppers represent an unbearable extra capacity at SAB? Not what does Disney say, but what are the actual facts? If SAB was so strained, one would expect to see or hear about it- but people report quite the opposite during the off season- very small crowds...IF they had let the BCV open with the same policy that all the other pools have and IF then they had an issue, it would be easier to believe their reasoning, they would have some actual hard facts and evidence that this was an issue...instead this policy was decided before the place opened and mentioned often in the sales pitch that SAB would be restricted "so you better buy at BCV"-


Paul

 

[KNWVIKING]

Well, I still prefer the excuse for disallowing pool hopping at SAB better then the one they gave for AKL: Not wanting to disturb the animals.

Do I have " I'm an idiot" tatoo'd to my forehead ?