Website Survey HAHA

[RoseGold]

I got selected for a survey about how I liked using the DVC website. “Please tell us what you disliked?” But they only gave me 500 characters.

If your website worked, I wouldn’t be here fifteen times a day getting surveys about your website.

I was surprised I didn’t get drawves when I was done with the survey!

 

[CraigInPA]

The surveys are designed to make you give them a good rating.

Case in point: On Saturday, I called in to member services. 77 minute wait announced at the beginning. 80 minutes in, I got a message that said the wait is 150 minutes. I hung up. I called back at 5pm. Wait time was 66 minutes. They close at 6pm. I hung up. I called back Monday exactly at 9am, got immediately through, and was done with what I needed to do by 9:05am. The survey asked about THIS call, so I was forced to give them a good rating. Had I been able to give them a rating based upon the Saturday calls, it would be have been horrifically low.

I agree that Disney's IT is still struggling to make a website that works consistently. Maybe if they demanded actual real world testing before roll-out, the product would be better.

 

[bobbiwoz]

I always thought the survey was designed to make me think about buying more points. I stopped taking it.

 

[Yinn]

The surveys are designed to make you give them a good rating.

Case in point: On Saturday, I called in to member services. 77 minute wait announced at the beginning. 80 minutes in, I got a message that said the wait is 150 minutes. I hung up. I called back at 5pm. Wait time was 66 minutes. They close at 6pm. I hung up. I called back Monday exactly at 9am, got immediately through, and was done with what I needed to do by 9:05am. The survey asked about THIS call, so I was forced to give them a good rating. Had I been able to give them a rating based upon the Saturday calls, it would be have been horrifically low.

I agree that Disney's IT is still struggling to make a website that works consistently. Maybe if they demanded actual real world testing before roll-out, the product would be better.

Good IT/Customer Service teams will track the hang up rates as well as hold times. Normally one would hope that if call times exceeded X or customer drop rates were Y, you'd staff up. IF Disney tracked these metrics, it's actually in our favor to call back often and hang up often instead of sitting on hold as the percentage of calls that resulted in disconnect/hang ups should rise.