Just a reminder, take your guest survey

[Disney Glimpses]

I know I'm probably preaching to the choir here but barring any major news stories or social media backlash (like what happened with Splash), Disney couldn't care less what people say on social media (including forums). While they do take into account emails, phone calls and in person complaints, they are utterly obsessed with their guest surveys. Everything is shaped around data from them. I know they can be lengthy, but please take them. They won't change a thing unless it is reflected in their survey data. Cheers.

 

[monothingie]

I know I'm probably preaching to the choir here but barring any major news stories or social media backlash (like what happened with Splash), Disney couldn't care less what people say on social media (including forums). While they do take into account emails, phone calls and in person complaints, they are utterly obsessed with their guest surveys. Everything is shaped around data from them. I know they can be lengthy, but please take them. They won't change a thing unless it is reflected in their survey data. Cheers.

Guest surveys seem like they've always been structured and worded to give them the feedback that they want (or expect) to receive.

 

[Disney Glimpses]

Guest surveys seem like they've always been structured and worded to give them the feedback that they want (or expect) to receive.

Often they are, as in the case of the initial surveys for Disney Enchantment. But lately they have been more broad.

 

[JIMINYCR]

We take the surveys in hopes that they may make a difference but over the years weve realized that they dont really care about the data gathered, or the responses given. If they did we would have seen things get better over all in the parks. There are many specific areas that guests have widespread voiced displeasure to no avail. Disneys going to do what they are going to do despite the negative comments they receive. This includes anywhere the comments are received from. I'm not naive to think surveys will move executive decisions or help shape the company, but when guests voice negativity, execs should pay some attention to it.

 

[monorail81]

I’d love to, but they never send them to me anymore. Maybe they got fed up with my opinion…

 

[monothingie]

Often they are, as in the case of the initial surveys for Disney Enchantment. But lately they have been more broad.

So I'm guessing the strategy of only hearing what you want to hear is not working for them? Or is there finally a genuine disconnect now between guest reaction and the crap that they are doing.

 

[monothingie]

I’d love to, but they never send them to me anymore. Maybe they got fed up with my opinion…

I did not get one survey for my last trip in May. Previously I'd get 2-4 surveys during or post trip.

 

[Disney Glimpses]

I’d love to, but they never send them to me anymore. Maybe they got fed up with my opinion…

I did not get one survey for my last trip in May. Previously I'd get 2-4 surveys during or post trip.

That's honestly surprising and disappointing.

 

[Disney Glimpses]

We take the surveys in hopes that they may make a difference but over the years weve realized that they dont really care about the data gathered, or the responses given.

Sadly, these surveys are heavily diluted with casual guests who often answer very differently from us.

 

[nickys]

I know I'm probably preaching to the choir here but barring any major news stories or social media backlash (like what happened with Splash), Disney couldn't care less what people say on social media (including forums). While they do take into account emails, phone calls and in person complaints, they are utterly obsessed with their guest surveys. Everything is shaped around data from them. I know they can be lengthy, but please take them. They won't change a thing unless it is reflected in their survey data. Cheers.

If you never get surveys (that merged email accounts and previous opt-outs problem still hasn’t been solved) is there another way to make your views known? Will they take any notice of an email sent to “Customer Satisfaction”?

 

[Disney Glimpses]

If you never get surveys (that merged email accounts and previous opt-outs problem still hasn’t been solved) is there another way to make your views known? Will they take any notice of an email sent to “Customer Satisfaction”?

Those emails help but it won't be recorded in data. I can't believe they still haven't figured out the email issue.

 

[UNCgolf]

I've never gotten a survey from Disney.

 

[nickys]

Those emails help but it won't be recorded in data. I can't believe they still haven't figured out the email issue.

Sometimes I think I should keep escalating it until someone does something about it.

I know exactly which account it was I opted out of emails from years ago, and the site is dead now. And yes, I know the solution is just to change the email address I use. But I’m stubborn and just want Disney to fix it.

 

["El Gran Magnifico"]

The way Disney phrases certain questions and gives somebody the ability to take the safe path in the response. It lends itself to Disney's ability to interpret the responses in different ways.

Example: On your recent visit to EPCOT, in comparing the old and new nighttime show - which did you find more enjoyable - Harmonius or Illuminations?

Responses: A) Harmonious B) Illuminations C) I liked them both equally D) I didn't watch the show

Disney is asking a basic question. Which is better Harmonius or Illuminations? Giving somebody the safe answer of "I liked them both equally" is an easy out. But here's what happens. Let's assume these were the results:

18% Harmonius - 22% Illuminations - 28% I liked them both - 32% didn't watch.

Disney can conclude either (based on the result they are wanting to reinforce):

A) More people liked Illuminations than Harmonius

B) 63% of guests who watched the nighttime show feel Harmonius is as good if not better than Illuminations

 

[Chi84]

If you never get surveys (that merged email accounts and previous opt-outs problem still hasn’t been solved) is there another way to make your views known? Will they take any notice of an email sent to “Customer Satisfaction”?

I sent emails to Disney twice in 38 years of visits. Both times I sent them to the president of WDW. Once was to express my concern over the resort parking fees; the other was to detail problems we had when our credit card info kept getting detached from our account due to their then-new credit card hold policy.

Both times I received a phone call the following day. The parking fees discussion wasn’t that great, since the representative just kept saying he was glad I wasn’t affected that much because of DVC.

The second call was much more detailed since it basically involved Disney not being able to collect the money we were trying to give them. That resulted in some excellent guest recovery.

Both emails were short, unemotional and to the point. I think that is more likely to get a response than someone bleating about Disney ruining their life.

 

[nickys]

I sent emails to Disney twice in 38 years of visits. Both times I sent them to the president of WDW. Once was to express my concern over the resort parking fees; the other was to detail problems we had when our credit card info kept getting detached from our account due to their then-new credit card hold policy.

Both times I received a phone call the following day. The parking fees discussion wasn’t that great, since the representative just kept saying he was glad I wasn’t affected that much because of DVC.

The second call was much more detailed since it basically involved Disney not being able to collect the money we were trying to give them. That resulted in some excellent guest recovery.

Both emails were short, unemotional and to the point. I think that is more likely to get a response than someone bleating about Disney ruining their life.

Somehow I doubt they’d bother phoning me in the U.K. Although my DVC guide did a couple of times.

But yes, it would definitely be a short to-the-point email.

 

[Disney Glimpses]

The way Disney phrases certain questions and gives somebody the ability to take the safe path in the response. It lends itself to Disney's ability to interpret the responses in different ways.

Example: On your recent visit to EPCOT, in comparing the old and new nighttime show - which did you find more enjoyable - Harmonius or Illuminations?

Responses: A) Harmonious B) Illuminations C) I liked them both equally D) I didn't watch the show

Disney is asking a basic question. Which is better Harmonius or Illuminations? Giving somebody the safe answer of "I liked them both equally" is an easy out. But here's what happens. Let's assume these were the results:

18% Harmonius - 22% Illuminations - 28% I liked them both - 32% didn't watch.

Disney can conclude either (based on the result they are wanting to reinforce):

A) More people liked Illuminations than Harmonius

B) 63% of guests who watched the nighttime show feel Harmonius is as good if not better than Illuminations

I don't think this is the wrong way to interpret these results though. Those who liked Harm more should cancel out those who liked Illum more and visa versa. And the larger the "I liked them both" group, the safer the change may be perceived.

Thankfully, they are parsing out first time viewers (never seen Illuminations) vs those who have seen both shows (and same for the MK shows).

 

[Tha Realest]

I've heard recently a scathing response on one of these surveys resulted in a make good gift card. Do they still do that?

 

[mysto]

I've never gotten a survey from Disney.

They know better than to send me a survey, their algos are THAT good.

 

[jpinkc]

Yeah i think they must have black listed us on Surveys. But i have never felt the surveys arent set up to be allowed to be negative, its in most surveys now they are all carefully worded and some even only allow certain responses, all in all a truely objective survey from Disney I havent seen since at least the 80's