Disney Timeshare Sees Decline In Customer Satisfaction May 31, 2011
Posted by John Stephens in : Disney, News & Events , add a commentNow here’s something you don’t see every day – Disney taking a hit when it comes to customer satisfaction. Even if it is only for the Disney timeshare sector, declining customer service results are still an oddity for the Mouse in whatever incarnation it manifests.
According to Disney-watch website DVCnews.com, Disney Vacation Club’s customer satisfaction score saw a decline in the first quarter of 2011 to its lowest quarterly numbers in almost four years.
Research firm Market Metrix conducts the satisfaction surveys and the DVC overall rating dropped to 87.7 for the quarter, down from 92.0 in the last quarter of 2010. The company says it measures areas such as Loyalty Program Effectiveness, Loyalty Emotions and Brand Leakage (sounds like a personal problem) to rank competitors in many segments of the hospitality industry.
To keep this in perspective, the hotel industry average was around an 84 and the timeshare industry accommodation average was about an 86, so it’s not like Disney was in the tank compared to the rest of the industry. However, this is Disney we’re talking about and it expects to repetitively crush the competition when it comes to customer satisfaction. The brand demands it.
Disney Vacation Club finished 2010 as the leader in the Timeshare Accommodations category with an average score of 91.8, so they’ll have some catching up to do if they want to keep the title.
No specifics were given as to the reasons for the drop, but a quick scan of the blog comments gave an indication of what could be contributing to the fall. Discussion was across the board, from a lack of resort-wide free wi-fi to the age of the resorts. However, many thought this was an anomaly and the resort’s proximity to the Disney parks seemed to trump the perceived problems that the commenters mentioned.
Keeping in mind that blog comments are often food for negativity, my guess is that Disney was bound to have an off-quarter sooner or later, especially when the economic challenges of the last few years have created the need for consumers to squeeze every ounce of value from their purchases.
As one commenter pointed out, “DVC was the top-ranked timeshare in 13 out of the last 16 quarters.”
That, my friends, is timeshare street-cred.
Disney timeshare still provides outstanding vacation value and you can find great deals on Disney timeshare by browsing the BuyaTimeshare.com website here.