Rapid Fill Mug Program Fails (at more ways than you might think)

[ford91exploder]

I agree with that. I'm not arguing that they should not change some things. I'm giving you reasons why I don't think they are motivated to do so at this time.

I agree with the advice that everyone should evaluate the options and I understand that the dining plan (and free dining even) is not necessarily a good option for every person. But I also don't think it is automatically a bad option for every person either, and your original post simply made a blanket statement that the dining plan was not a good value. That's not always the case.

Unless dining plan is FREE it's virtually impossible to break even on if you are paying for it.

Free dining is not available to the majority of Disney guests especially if they have kids in school

Free Dining is also not available to DVC members

Hence my 'blanket' statement

 

[Laketravis]

I guarantee you that if RapidFill were negatively impacting Disney's sales of refillable mugs, resort rooms, dining plans, meals, or anything else, that Disney would change it posthaste.

Of course they would.

You may think that RapidFill represents some major inconvenience to the customer.

I do not. Rather, I see it as an attempt to chase margin. But apparently it does rub some people the wrong way.

I, for one, am fine with the RapidFill system as it exists now. There are about 1,342 other things I'd suggest to Disney before worrying about how often I can refill my mug.

Awesome. I can think of a few as well

 

[Nubs70]

Funny... 'customer satisfaction' used to be part of Disney's business model... not simply 'they have limited alternatives... muhahahaha'

This the issue.

Disney advertises and markets an experience for a price.

When the customers actual experience does not meet the expectation derived from advertising and marketing, WDW has a problem. This problem is customer satisfaction.

RapidFill, amongst many other revenue initiatives, are symptoms of the larger root cause problem.

 

[ford91exploder]

Funny... 'customer satisfaction' used to be part of Disney's business model... not simply 'they have limited alternatives... muhahahaha'

Well it depends on who Disney thinks the 'customer' is and that is Wall St these days and Wall St is VERY satisfied with Disney these days ... muhahahaha

 

[KrzyKtty]

This the issue.

Disney advertises and markets an experience for a price.

When the customers actual experience does not meet the expectation derived from advertising and marketing, WDW has a problem. This problem is customer satisfaction.

RapidFill, amongst many other revenue initiatives, are symptoms of the larger root cause problem.

But from what I have read park attendance is growing almost every year. From this board alone, there are obviously people that still go by the boat fulls. It is hard to state that customer satisfaction is really a problem if the customers are still willing to shell out $5k+ for a trip. Customers may be annoyed about things, but not enough to really stop going.

 

[ford91exploder]

This the issue.

Disney advertises and markets an experience for a price.

When the customers actual experience does not meet the expectation derived from advertising and marketing, WDW has a problem. This problem is customer satisfaction.

RapidFill, amongst many other revenue initiatives, are symptoms of the larger root cause problem.

The problem is who Disney perceives the customer to be and at the moment that's Wall St, The 'Guests' merely exist to provide the FUNDING for the stock buybacks and wasting billions on buying Maker Studios and DLP so Iger can blovate about being a 'Global Tech Executive'

 

[ford91exploder]

But from what I have read park attendance is growing almost every year. From this board alone, there are obviously people that still go by the boat fulls. It is hard to state that customer satisfaction is really a problem if the customers are still willing to shell out $5k+ for a trip. Customers may be annoyed about things, but not enough to really stop going.

Attendance at WDW dropped 1% last year for the first time in a long time.

 

[CaptainAmerica]

Is this seriously an issue for people? Of all things, are people really upset about RapidFill? I think the only problem I have with them is the awful sound the machine makes when it validates your cup.

 

[Rich T]

Can I ask why? The only difference with the regular dispensed soda is it is water, gas and syrup mixed at the machine and the Coke syrup already has sugar (or high fructose corn syrup in USA). Full sugar soda is just as bad for you no matter which machine or bottle dispenses it. I try to stick to zero Sprite or Diet Coke when I am drinking soda.

Nothing specific. The whole process--like pretty much any junk food creation process--just sounds so unappetizing when laid out bare, and you think "WHY would I ingest this? Why would I OVERPAY to ingest this?" This was just a good jumping-off moment for me to cut the soft drink cord. I'm no health-nut, for sure, and will still eat/drink occasional junk food, but I need to lose about 25 pounds and cutting out sodas is as good a place to start as any. So this was a good kick in the right direction.

 

[Nubs70]

Is this seriously an issue for people? Of all things, are people really upset about RapidFill? I think the only problem I have with them is the awful sound the machine makes when it validates your cup.

Not a serious is in and of itself but a symptom of larger problem.

 

[Laketravis]

Is this seriously an issue for people?

Thread started over three years ago. Recently revived and now 53 pages deep. I'd take that as a "yes" as in do people still find it worthy of discussion.

 

[Nubs70]

But from what I have read park attendance is growing almost every year. From this board alone, there are obviously people that still go by the boat fulls. It is hard to state that customer satisfaction is really a problem if the customers are still willing to shell out $5k+ for a trip. Customers may be annoyed about things, but not enough to really stop going.

While parks are busy, the initial impact of decreased in customer satisfaction will surface in areas as spending patterns and return visitors.

I rarely have been to WDW when not on "free" DDP. When on DDP, I get mugs for all. When not on DDP, my family of 4 will buy 1 $18 mug and share. If mugs were $8-$9, I would buy 4 mugs.

As for return visits, since there is nothing new, crowds in park, micro planning every day and price increases, I have no real drive to come back anytime soon.

 

[CaptainAmerica]

Not a serious is in and of itself but a symptom of larger problem.

But it's not a problem at all. It's not even a symptom. I understand the argument about profitability initiatives that harm customer satisfaction. But this is a profitability initiative that has absolutely no impact on customer satisfaction, so win-win. The only people harmed by this are people who would otherwise steal soda, and I don't feel badly for those people. How is customer satisfaction harmed by RapidFill in even the slightest way?

 

[KrzyKtty]

While parks are busy, the initial impact of decreased in customer satisfaction will surface in areas as spending patterns and return visitors.

I rarely have been to WDW when not on "free" DDP. When on DDP, I get mugs for all. When not on DDP, my family of 4 will buy 1 $18 mug and share. If mugs were $8-$9, I would buy 4 mugs.

As for return visits, since there is nothing new, crowds in park, micro planning every day and price increases, I have no real drive to come back anytime soon.

We are paying for a DDP this time, but the last time we didn't we just shared one mug as well. As for return visits, I'm too addicted to stay away. Our last vacation there was in 2012, the only reason why I wanted this long to go back was because I didn't want to bring a diaper toddler lol! I don't mind the micro-managing. I am an analyst, so I kind of live off of it.

 

[Laketravis]

How is customer satisfaction harmed by RapidFill in even the slightest way?

From a CM earlier in this thread:

I worked a couple of shifts in food service at PORS and Sports. I was usually out front as food wasn't my regular position. The biggest pain for me with rapid fill was that there was nothing I could do to help. I could watch a guest fill their cup, realize the Coke was coming out clear, dump the cup, then be told they couldn't refill for another 2.5 minutes....

 

[CaptainAmerica]

From a CM earlier in this thread:

If the Coke was coming out clear, that's not the fault of RapidFill. That's the fault of the cast member for not changing the BIBs in a timely fashion. It's like blaming your car that you ran out of gas.

 

[KrzyKtty]

If the Coke was coming out clear, that's not the fault of RapidFill. That's the fault of the cast member for not changing the BIBs in a timely fashion. It's like blaming your car that you ran out of gas.

True, but my husband would still be peeved that he couldn't get soda for another 3 minutes lol!

 

[GoofGoof]

Is this seriously an issue for people? Of all things, are people really upset about RapidFill? I think the only problem I have with them is the awful sound the machine makes when it validates your cup.

It's only an issue for people who liked to steal soda

 

[Nubs70]

But it's not a problem at all. It's not even a symptom. I understand the argument about profitability initiatives that harm customer satisfaction. But this is a profitability initiative that has absolutely no impact on customer satisfaction, so win-win. The only people harmed by this are people who would otherwise steal soda, and I don't feel badly for those people. How is customer satisfaction harmed by RapidFill in even the slightest way?

RapidFill is advertised and marketed as a perk if you stay on site. The name implies anytime, unlimited drinks. The reality is that RapidFill limits the frequency, thus volume/visit you are allowed to drink.

So a newbie looks at the value proposition and compares to standard fast food price that delivers any volume for $0.99 juxtaposed against $18.00 for limited volume. The newbie develops a conflicting value judgment that WDW is overpriced.

After a week of making numerous value propositions, the newbie quickly becomes a once and done visitor.

 

[Nubs70]

We are paying for a DDP this time, but the last time we didn't we just shared one mug as well. As for return visits, I'm too addicted to stay away. Our last vacation there was in 2012, the only reason why I wanted this long to go back was because I didn't want to bring a diaper toddler lol! I don't mind the micro-managing. I am an analyst, so I kind of live off of it.

I've been going once, sometime twice, a yearfor the last 7 years. At this point I think I'm done for a long time.