Hi all,
There's another thread devoted to whether anyone has felt pressured by CMs to give them an "excellent" rating on the satisfaction surveys at the end of the cruise whether they deserve it or not. You can find that thread here.
I don't want to repeat that discussion here, but I would like to ask a related question: Given that Disney needs feedback on their service, how can they get it without being irritating or intruding on our fun? Here's my post from that thread:
QUOTE:
Disney (and all service providers) needs feedback to make sure they can improve their service, and the closer to receiving the service, the fresher our impressions are, and the more reliable the feedback. Yet the very act of asking can intrude on our pleasure as guests.
Next, Disney (and other service providers) rewards and promotes those servers who rate well, and, I would hope, works with and provides more instruction to those who don't rate well. This means that the servers are under pressure to get good scores, and some of them (especially the less confident ones) turn around and put pressure on the guests they are serving to give them good scores. This is OK if they deserve it, and not if they don't, but again, can be irritating in either case.
How can Disney find out who is doing well, who needs more instruction to do better, and what
DCL can improve without being intrusive or irritating? Remember that it needs to be done while it's fresh in our minds.
If you were Disney, what would you do? And, as a paying guest, how would you like to give feedback? What have you seen done elsewhere that works, or that you like? What, in your opinion, doesn't work?
This is a difficult problem, and one that's not unique to Disney, but if we can come up with a better way to help Disney improve our experience, and help us have more fun, ultimately we will benefit from it most!
END QUOTE
I would very much be interested in your thoughts on this, especially from those who are repeat cruisers!
Thanks,
Richard
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This is a very difficult topic. I manage people in a customer service role and therefore appreciate the value of honest feedback. I also understand that this is left to customers to provide feedback with no prompting then for the most part the feedback that you get is negative. As a rule, people who have received excellent service don't take the time to write in, but people who have received sub-standard service or perceive that they have received such, will. So if it left completely to the customer, you are never going to get accurate feedback.
Personally, I don't mind filling in a survey at the end of the cruise. This is really straightforward and does not take long to do. What I do however mind a great deal is the begging for excellent ratings. We had this on the first three cruises. The first two cruises, our servers were excellent and one the third, the server and the head server were absolutely wonderful, but the assistant server was useless. However much we got the talk about providing only excellent ratings, I provided accurate feedback.
On our most recent cruise, a new question had turned up on the survey asking us if we were pressured into giving only excellent ratings. Happily, this time round I could honestly say "no". Nobody mentioned the survey beyond asking if we could please fill it out. Nobody tried to influence us this time round regarding the ratings. Our serving team was fantastic and they had deserved their excellent rating.
Corinna
Hoping everything works out.However just out of interest has anyone got any future vacations planned???
), so the last thing they probably want to do is sit on the computer and spend time online while the grandkids are there. 
We don't live in the same place as them, so they don't get this opportunity to spend this kind of time with the grandkids often.
And you know what, I'm STILL looking forward to the 2012 itineraries being released... 
I'm an IT PM as well, so I'm allowed to say that! 
