What's the purpose behind these questions on WDW-DINE?

[LJD2143]

I just called Disney Dining today, and just like every other time I've ever called, you must first answer a couple questions before being connected with an agent. I'm just curious if anyone knows WHY they have these questions built into their automated system? Do the answers you provide detemine the level of service you will receive? If not, then what is their relevance?

These are the questions I'm referring to:
1) Have you been to Walt Disney World at least 1 time since 2003?
2) Have you been to Walt Disney World at least 5 times in your lifetime?

 

[Vovoa]

This is just an easy way for Disney to collect information on their guests and their vacation habits. Does not effect the level of service you receive on the phone. As a matter of fact, there use to be a way you could by-pass the questions, but I forget how.

 

[ElizabethB]

Last time a CM at resort reservations asked me the date of my last visit to WDW, I told him that I'm so frustrated with all of the questions, just put down I last visited in 1876!

At least he stopped asking inane questions after that!

As for the phone prompts, you can bypass them by responding you've never visited WDW before. Then, there's no reason for the disembodied voice to ask the followup questions.

And, I disagree about these questions affecting the service I receive. As far as I'm concerned, all the questions make every phone call with Disney at least three times as long as it needs to be, and contribute to an overall feeling that I'm not getting good and efficient service. Rather, I'm merely a pawn in Disney's ultimate marketing machine.

 

[GailT]

I can stand when they wanna know whaat year and month was the last time you were there, give me a break, gets me so frustrated

 

[DebbieB]

It's particularly frustrating because you are paying for the call!

 

[disnut8]

I must be the only one who doesn't mind the questions when I call Disney. Of course, I only call once for the room reservation and once for the dining reservation. And the call for me is free since I have unlimited minutes on my cell phone.

I'm also one of those people who will answer every survey Disney wants to give me. It's like voting - you can't complain if you don't voice your opinion.

 

[jlewisinsyr]

It's particularly frustrating because you are paying for the call!

People still pay for long distance in this day and age?

 

[disneyin2008]

This is just an easy way for Disney to collect information on their guests and their vacation habits. Does not effect the level of service you receive on the phone. As a matter of fact, there use to be a way you could by-pass the questions, but I forget how.

Well, you can knock those two questions down to just 1 by saying "no" when she starts asking if you're ever been there. I'm not one to like to interrupt people when they're speaking, but I've called so many times lately I have her questions memorized and pop out my answer before she gets 3 words into her sentences, lol....but at least it moves her along faster.

 

[MommytoaSweetie]

I also don't mind, unless I'm in a rush I guess. I don't pay for the phone call other than my normal rate (long distance is included in our phone plan), so I don't really care... I think I secretly hope they'll use the info to give me some great rate or promotion.

 

[LJD2143]

I don't mind the questions, and I don't mind the time spent on the phone. I always answer truthfully.
But I don't have a marketing background, so I'm not quite clear on what the value of this data is for them? What's the significance of "since 2003" or "in your lifetime"?

Just curious, not complaining.....

 

[belleatheart]

The since 2003, is when the new dining plan came out so I think it is to see if people are coming back for DDP, like sort of do we have more people calling who have been to disney since 2003, or was it before so they might not know about DDP. In your lifetime well that one is just whether this is new to you or not. I do not mind the questions, it just makes it a way for Disney to see the patterns of their guests.

 

[nhpooh]

I must be the only one who doesn't mind the questions when I call Disney. Of course, I only call once for the room reservation and once for the dining reservation. And the call for me is free since I have unlimited minutes on my cell phone.

I'm also one of those people who will answer every survey Disney wants to give me. It's like voting - you can't complain if you don't voice your opinion.

I am with one on this, we too have unlimited minutes so on calls like this I use my cell. Not a problem.

 

[Eeyore's Pal]

This is just an easy way for Disney to collect information on their guests and their vacation habits. Does not effect the level of service you receive on the phone. As a matter of fact, there use to be a way you could by-pass the questions, but I forget how.

This is not exactly correct. I recently discussed this with a CM friend who is a manager in CRO. There is many types of teams within the call centers. The answer to the "how many times" question is intended to direct the calls to certain teams who may be more trained to help a guest based on their response. For instance, if you are a frequent visitor your calls tend to be fast with minimal special questions because you know what you want. But a newbie needs more help and more time. When call volumes are high, they can shunt the experienced guests to teams that have less knowledge because the guest can actually "lead" the CM.

 

[LJD2143]

This is not exactly correct. I recently discussed this with a CM friend who is a manager in CRO. There is many types of teams within the call centers. The answer to the "how many times" question is intended to direct the calls to certain teams who may be more trained to help a guest based on their response. For instance, if you are a frequent visitor your calls tend to be fast with minimal special questions because you know what you want. But a newbie needs more help and more time. When call volumes are high, they can shunt the experienced guests to teams that have less knowledge because the guest can actually "lead" the CM.

Thank You Eeyore's Pal!
I assumed there was a logical explanation.....

 

[Willow25]

I don't mind answering the questions except that I am calling from Australia and it is not cheap.

 

[dismom0204]

I am a cast member, I have worked at DRC. They ask the questions in the beginning of the call to route your call to the correct agent. For example, If you are calling more than 7 days out from you arrival date you would be routed to an agent that can book more than just ADRs'.

They HAVE to ask those questions...they can get marked off for not asking, so PLEASE just answer truthfully,quickly,nicely. THANKS!!!!

 

[GailT]

Well, you can knock those two questions down to just 1 by saying "no" when she starts asking if you're ever been there. I'm not one to like to interrupt people when they're speaking, but I've called so many times lately I have her questions memorized and pop out my answer before she gets 3 words into her sentences, lol....but at least it moves her along faster.

The same with me, before thequestion is out I answer it, goes by so much faster but still annoying

 

[GailT]

I am a cast member, I have worked at DRC. They ask the questions in the beginning of the call to route your call to the correct agent. For example, If you are calling more than 7 days out from you arrival date you would be routed to an agent that can book more than just ADRs'.

They HAVE to ask those questions...they can get marked off for not asking, so PLEASE just answer truthfully,quickly,nicely. THANKS!!!!

Thanks for making that straight.

 

[nhpooh]

I am a cast member, I have worked at DRC. They ask the questions in the beginning of the call to route your call to the correct agent. For example, If you are calling more than 7 days out from you arrival date you would be routed to an agent that can book more than just ADRs'.

They HAVE to ask those questions...they can get marked off for not asking, so PLEASE just answer truthfully,quickly,nicely. THANKS!!!!

Thanks, and Welcome!

 

[shellybaxter]

I believe its called market research and I don't mind them asking at all. I'm a little concerned with a society that is so "busy" it can't take less then 5 minutes to answer some questions. And yes - up until last month we paid for our long distance - I didn't mind paying either