Why aren't members surveyed more often?

[LisaR]

I would think that the vast majority of members have access to a computer (home or work). Why wouldn't DVC want members opinions on things more often. I am not talking about a random survey of 100 members. I am talking about sending out surveys through email to every member that provides them with an email address. They don't even have to do what the results of the survey show but at least they would know where members stand on certain issues.


A few of the recent things that have come up could have been handled by a full blown survey.

How about trying to fix the pool crashing at VB and SAB with a survey? They have tried different things (wrist bands, asking for ID, etc). Of course, some people complain that they are being too intrusive. However, take a survey and find out what the majority of people would like and implement it if it is cost effective. If 3/4 of the members don't want anything done about the pool situations, then leave it like it is. When the other 1/4 complain, at least they can say the vast majority of members do not feel there are any pool issues. Or if members say they want CM checking ID then they shouldn't complain to anyone when it happens. I understand that some will still complain but at least they can honestly say the the result of our survey showed.......x,y and z is what most people wanted done.


How about a survey on non-smoking being a guarantee?

What about "what to do to the chair hogs at the pool?"

I love DVC and I don't have a single regret. However, I get really tired of different changes that take place and being told it was done because it is what MOST members want. I would rather they make a change and just say they did it because they wanted to or they feel it will work better. Don't tell me "according to a survey" when there wasn't any realistic survey done in the first place.

Lisa

 

[ncligs]

 

[BCVOwner2002]

I agree! Where's the survey? Annmarie

 

[TwirlerGirl]

I agree. How many of us have received the notice after a stay at one of the resorts to resonse to a net survey? I have filled mine out everytime.

A mass e-mail to DVC members on select items in a survey format seems to be a logical step. What will it take for DVC management to step up?

Sandy

 

[RobDoc]

Actually, only a small number of DVC members have registered their email. The "postcard" surveys reach a much higher number of members and provides information current as of their most recent trip.

Until more members take the time to register emails, we may not see any interest from DVC in providing internet access to account information and reservation opportunities.

If you haven't yet registered your email, please do so today. You can do that right on the Member's Only website. It's a simple process.

 

[BCVOwner2002]

Doc - that's a good point. I have been to DVC twice and received survey cards for both trips. Annmarie

 

[LisaR]

Originally posted by WebmasterDoc
Actually, only a small number of DVC members have registered their email. The "postcard" surveys reach a much higher number of members and provides information current as of their most recent trip.

Until more members take the time to register emails, we may not see any interest from DVC in providing internet access to account information and reservation opportunities.

If you haven't yet registered your email, please do so today. You can do that right on the Member's Only website. It's a simple process.

Then MS needs to start asking EVERY person that calls to make a resservation for their email address. They need to explain the reason WHY they want their email. Plus, they need to explain it in the VM issues.

I have had my email address registered w/ DVC for a long time. It is hit or miss when it comes to receiving the survey after my stay. Some times I get one, sometimes I don't. Besides, those surveys are only about your last stay.

I would like to be "consulted" more by DVC when it comes to ongoing problems so as a member, I can voice what changes I would like to see made. Again, I wouldn't even complain about this if it wasn't for the fact that DVC keeps throwing around the words "according to our survey................."

Lisa

 

[ralphd]

We received a survey card after every visit to WDW. Don't think you can ask for more info!
I think the email newsletters are great. Hard to imagine that members will not register to receive them.
They went to the new annual membership manual because members would not keep the notebooks up to date. It is evident that many questions asked on the forums are answered in the membership manual.

ralphd

 

[RobDoc]

Originally posted by LisaR
Then MS needs to start asking EVERY person that calls to make a resservation for their email address. They need to explain the reason WHY they want their email. Plus, they need to explain it in the VM issues.

I have had my email address registered w/ DVC for a long time. It is hit or miss when it comes to receiving the survey after my stay. Some times I get one, sometimes I don't. Besides, those surveys are only about your last stay.

I would like to be "consulted" more by DVC when it comes to ongoing problems so as a member, I can voice what changes I would like to see made. Again, I wouldn't even complain about this if it wasn't for the fact that DVC keeps throwing around the words "according to our survey................."

Lisa

There have been several mentions of the email registration in VM. There is also a request to do so on Page 8 of our Member's Guidebook.

As for surveys, IMO, they are most appropriate for recent stays. I don't really want decisions based on what happened last year at any resort- as any of those issues were likely corrected long ago.

Maybe MS could request email addresses with phone calls, but that involves manual entry of the information into a database. Members who are truly interested can simplify that process (and eliminate the great potential for errors doing it over the phone) by simply registering online.

Enjoy!

 

[crisi]

Surveys are a double edged sword.

Ask people what they want, and they will start to expect that they will get exactly what they want. After all, they asked and we told them.

Disney probably doesn't WANT to hear in a formal manner about some of the maybe impractical or money losing ideas we dream up. If 98% of us want bigger discounts, that doesn't mean it makes sense to Disney to give them to us - except now we are even more disappointed because we spoke and they didn't listen.

They are interested in the "recent trip" surveys - was your room clean? Was deskstaff courteous? And then the behavior questions "How many days did you spend with us?" "How many of those days did you spend in the Disney parks?"

 

[pat-rick]

I sent a suggestion into Disney through e-mail and received a response from their Lawyer stating that they do not take suggestions, my e-mail was destroyed so there was no record of my e-mail. To me this was a very formal type message I was a bit insulted with this type of reply since I was only asking them to consider offering DVC Members some type of plan where we could add on during our stay one of the plans that are available when purchasing tickets and on a cash reservation. I replied to the Lawyer that I appreciated her responce but I would have much rather get an answer to my question. I them received a phone call from DVC MS.
I mentioned as an example the "Silver Package" that is available with the Dream Package. Since we do not cook that much when staying in the villas or any of the resorts we generally purchase this "Silver" package and purchase our meals using the options.
I was disappointed after purchasing into the DVC when I found out this option was no longer available since I was staying on points. I do not see the difference if staying is a "Regular" Room at the POLY or one of the Studios in the Villas.
We now purchase the Annual Passes and the suggestion was to make the PLAN available to other than those who are making cash reservations.

I think this would be a good Poll to see how interested DVC Members would be in this type of option. I believe the price to add the Silver Plan is $68. Per day for an adult, less for Kids.
It would not have to be only the annual pass it could be set up for the other tickets as well.
If someone who has would like to set up a poll for information it would be apperciated. It took me a few tries to get the countdown going.
Thanks

 

[CaptainMidnight]

Surveys create expectations that changes will be made using the responses. If your not planning changes, they can be detrimental.

 

[timC]

Just because you don't get solicited with a survey, doesn't mean they are not doing them. When doing a survey of a large population, you take a sample, to minimize expense.

For the issues you raise, you can be more impactful on their pool rules, if you simply complete a feedback forms, send an email or talk to the front desk.

 

[jctwizzer]

Actually, a properly designed survey of a small portion of any group will give valid results that apply to the whole group...which means that, in many cases, it is not necessary to incur the expense of a complete surevey.....knowing Disney, and being a shareholder, I think they are doing it right, as usual.

 

[crisi]

I disagree, not with the theory, but that they are doing this much at all.

A good sample size for a survey would be around 500. If you are asking open ended questions - like the ones proposed (what to do about pool chairs), you need a big sample.

A great return rate would be 10%

So they'd need to send out 5000 surveys or more. If they were doing this type of survey, we'd see more of the board members reporting on it - like we did with the focus groups a few months ago.

They'd also likely continue to sample until they reached the correct distribution in the population - for instance, the distribution mirrored the distribution of point ownership.

If they were doing it, we'd see it.

 

[timC]

Surveys are not well suited for these types of issues. They're better for higher level studies, such as market research, or strategy. A survey around something as specific as you examples are not a good candidate.

Honestly, if they can't manage these issues without calling for a survey, we've got some seriously management issues at WDW.

 

[LisaR]

Originally posted by timC
Surveys are not well suited for these types of issues. They're better for higher level studies, such as market research, or strategy. A survey around something as specific as you examples are not a good candidate.

Honestly, if they can't manage these issues without calling for a survey, we've got some seriously management issues at WDW.

I am not an expert in the field of surveys so I can't say if they would work or not. However, I am sick and tired of hearing from DVC that changes have been made based on a SURVEY of members. There have NOT been ANY surveys of members when it comes to "room ready" or making the resorts smoke free. Those surveys DON'T exist. Did they ask a few members at check in if they liked getting their room upon arrival or waiting until later when some of their requests could be met? Maybe. However, they didn't seem to ask anyone on these boards this question. It wasn't asked through email so it leads me to believe they asked a dozen or so members and called that a "survey." My question is why not do a REAL survey and find out what members really want. And, if they honestly don't care or a survey isn't cost effective then don't say they are making changes according to a survey that doesn't exist. Just say this is our new policy based on what we (DVC) thinks will work best, period.

Lisa

 

[BCVOwner2002]

I have stayed with DVC twice and received surveys both times. I guess it's a luck of the draw. I think the questions are geared more toward general ratings of the resort, food and recreation rather than our likes and dislikes. Perhaps if people are not satisfied they should write to DVC directly. Annmarie

 

[TheRustyScupper]

Originally posted by pat-rick
. . . I mentioned as an example the "Silver Package" that is available with the Dream Package. Since we do not cook that much when staying in the villas or any of the resorts we generally purchase this "Silver" package and purchase our meals using the options . .

1) These are typically not available on points.
2) These are deals and promotions.
3) Deals and promos are used to entice people to WDW.
4) These are meant to increase attendance and occupancy.
5) With DVC points, you are already going.
6) If you are already going, no enticement is necessary.

 

[JimC]

I particpate in lots of Disney information gathering. They seek input on property -- CMs with PDA like units. They use online questionnaires, generally after each stay and occaisionally not related to stays. Sometimes they push these electronically, sometimes with postcards. They collect feedback with comment cards, guest letters and CM reports. They conduct focus groups.

They study short and long term movement of feedback results. If you ever go back stage, you will see that they track and pay very close attention to the results of all of the feedback they get.

Disney's problem is not a lack of soliciting feedback from its CMs or its guests. My sense is that the problem is when they make a policy change and use the "we surveyed...." as the primary rationale. It might be better to state something closer to, "We have to constantly monitor where and how we allocate resources so our guests have a safe, courteous and fun experience. With travel to our theme parks at lower levels we need to manage our costs very carefully....".

DVC was not created like a condomimium where the developer eventually leaves and it is up to the owners and the owner association to chart its course. We bought into a deeded prepaid vacation program. Disney runs it and runs it pretty well in my opinion. The program works for them and us quite nicely. They have to protect the Disney brand so it is likely that they will continue to do so.

I actually think we have the best situation. We get the benefit of their efforts and all we need to do is go and enjoy it