Random MS Call Satisfaction Survey

[denecarter]

Hello, my name is Dene' Carter and I am a Disney addict.

Monday, I made a deposit on 150 BCV points.
Tuesday, I made ressies for a studio for 12/28-1/4.
Last night, my mom asked if I really wanted 150 points... they might help me get more if I wanted them since they often go with me to WDW.
Today, I called MS to get the password for the Members Only website.

At the beginning of the call, a recording said that I was randomly chosen for a survey. After I got the answer to my question, the survey began. It was a "rate from 1 to 5 (1 poor, 5 excellent" with the touch tone" kind of survey. Were they friendly, were they knowledgeable about this, that, or the other thing? I mostly entered "9" for I don't know because I didn't ask about those things.

ANYWAY! It asked if I had called to make reservations and then the very last question was how would I like to make reservations in the future? 1) phone, 2) fax, 3) can't remember choice, 4) INTERNET... I picked 4.

I know that is on several people's wish list for DVC and I just thought I'd do my part... now if they had only asked about discounted tickets.

 

[Peggy Sue]

I've responded to this survey several times. Agree, #4..internet access would be terrific! Thanks for doing your part!

Yesterday morning I called to make a reservation. Received the survey message and then advised my wait time for MS was 10 minutes. I was patient, doing work, sitting on hold, when suddenly I was out of the hold cue and into the satisfaction survey! I had to chuckle...How could I possibly fill it out without even talking with a CM!! I called back, got in the cue and 10 minutes later my reservations had been made...but I got a real chuckle out of being asked to participate in a satisfaction survey, when I never had the opportunity to connect with a CM.

We're all addicted Disney and DVC. I'm really not sure what the cure is. I've been a member of this site for years, and I still find myself drawn here at least once a week.... But, I always keep coming up with new info, so at least we can say we are learning even though we are an addict!

Welcome home!

 

[MickeyCrazed]

And I hate to say it, but it sounds like the DVC rep disconnected your call. (I hope it was by accident). That is the only way that you could have gone from being on hold to directly to the call satisfaction survey.
Unfortunately, most representatives who work in call centers have to meet a certain call "value" for the month. This means that they have to maintain an average length of "call time" (average number of minutes they are on the phone with each customer) or take a certain number of calls per month to meet their standards.
Considering you called on the last day of the month, it wouldn't suprise me if you were disconnected because that representative was trying to meet their quota. (By disconnecting your call, it reduces their overall time on the phone and increases the number of calls that they take.)
I always pray that Disney doesn't hold their CMs to these type of standards, because I can guarantee that it reduces the level of service that the Customer receives. The representative is always worried about how to reduce their time on the phone in order to meet the "call center standards."
I know, because I deal with the pressure everyday, and it is NOT FUN!

 

[Doug Wolfe]

Glad to see you joining us at DVC! If mom & dad are offering to help you get more points, take them up on it!!!! The more points you have, the more flexibility you have. Bigger rooms, more selection as to the time of year that you can go, etc. I have a family of 5 and purchased 300. In a couple of years, I will even add on. Have fun.