My Magic Survey

[WiltonJohn]

I used to be a network engineer for an internet service provider. I was moved up into that position after starting on the Technical support floor, taking calls from unhappy customers or customers who were having the problems. Some of the problems were legitimately ours, and some were the fault of the ignorance of the customer. But regardless, the only people who called, were those who had problems.

After I had been a network engineer for a few years, and hearing the whining and complaining of our tech support specialists I had had enough. All they did was complain how bad our product was. They had this view because all they did all day was take call after call from unhappy customers. Finally I pointed out to them that they may each take 10-15 calls a day from unhappy people, many of them repeat customers, but that we had tens of thousands of customers who never called us. Not once. Because they were happy with the service we provided, and didn't experience any problems whatsoever. So, the actual percentage of people who had issues with us was really around 1%, or less.

I'm not saying that FP+ isn't a bad idea. I'm not happy about my understanding of the implementation, though I haven't used it yet. What I am saying is that just because you hear very vocal malcontents on a message board doesn't mean that what they're complaining about is really a problem. You can't please *everyone*. People, by nature, are resistant to change. We're used to doing something a certain way, we like it, and in our opinion works fine. But technology advances, things change, and Disney is trying to change with the times.

Thank you for reinforcing my point.

I am guessing that the people frequenting and POSTING in the forums (like this one) are certainly great customers for Disney.... but reflect a very small segment of the overall market. To extrapolate to the broader population from this uncontrolled sample is likely giving a highly incorrect impression.

No one outside of Disney itself has the raw data on the impacts and the amount of unhappiness,...... unless some of the folks posting this info actualy WORK for Disney. All is anecdotal.

best,

................john

[Ian]

Thank you for reinforcing my point.

I am guessing that the people frequenting and POSTING in the forums (like this one) are certainly great customers for Disney.... but reflect a very small segment of the overall market. To extrapolate to the broader population from this uncontrolled sample is likely giving a highly incorrect impression.

No one outside of Disney itself has the raw data on the impacts and the amount of unhappiness,...... unless some of the folks posting this info actualy WORK for Disney. All is anecdotal.

best,

................john

Not entirely anecdotal ... did you read the Sentinel article a few weeks back? It specifically mentioned that they were tweaking the program based on guest feedback. You don't make changes to a program that people are raving about.

[WiltonJohn]

Not entirely anecdotal ... did you read the Sentinel article a few weeks back? It specifically mentioned that they were tweaking the program based on guest feedback. You don't make changes to a program that people are raving about.

All on the various FORUMS (unless posted / released by Disney) is anecdotal.

Sure you do. To make it better. But of course they are making changes... it is a test period. If they were not planning on making changes based on guest feedback... they wouldn't be calling it a test. It would be the rollout.

best,

.............john

[Quadstriker]

Those choices in the OP are comical!

[azcavalier]

I should add, that regardless of my previous post, the questions in Disney's surveys are indeed truly terrible. They are not worded/designed to get *true* feedback. They are definitely leading questions, with no real chance for honesty.

[Aurora]

All on the various FORUMS (unless posted / released by Disney) is anecdotal.

Sure you do. To make it better. But of course they are making changes... it is a test period. If they were not planning on making changes based on guest feedback... they wouldn't be calling it a test. It would be the rollout.

best,

.............john

You are correct in that none of us here know what the ratio is of people who like the new FP+ and those who don't. Only Disney will know, based on, among other things, guest feedback.

The problem is when Disney doesn't give you the option of giving honest feedback. When none of their response choices fits my opinion, I want an "other" box. The fact that they didn't include this or any but one negative response is telling -- they simply don't want to collect specific data on why people might not like the new FP+.

[DizneyFreak2002]

You are correct in that none of us here know what the ratio is of people who like the new FP+ and those who don't. Only Disney will know, based on, among other things, guest feedback.

Don't assume none of us here know the ratio... There are some that do, but for obvious reasons, cannot say anything... People can get into trouble, so some information needs to be kept under wraps, sadly... so, while true that most members in the online community do not know, there are some that do... And they try to get the information out as best they could, in round about ways if possible...

One thing people also need to consider, the online community makes up less than 1% of the people visiting WDW... Let's for argument's sake, just call it 1%... If half that one percent is unhappy about the new program after having tested it, spread that out to the other 99%... 17 - 18 million visit MK in a given year... if 1/3 of them ( or even 1/4 of guests) are having issues and are unhappy, annoyed to the point they cancel future vacations (I personally know of 2 people who have done so already), that is a lot... You only have 1 chance to impress and make a positive mark on someone... If this is the impression people are going to get about a WDW vacation, then they won't go back... Business lost... it is easier to replace 20 online members who say they won't go back... Much harder to replace a few million... Remember bad news travels fast... If 1/4 of the WDW guests are having poor experiences, they tell their family and friends, who tell their family and friends, and so on, and so on, and so on... There will be plenty of people who will not visit if their impression is of a stress filled, less than magical/happy time... Business lost...

Also, take into consideration 99% of WDW guests do not post on message boards... While the split online seems to be about 50% liking MyTragic, 50% hating MyTragic, we don't know the split of regular guests... You can, however, take that article Jason Garcia wrote and understand that complaints are plenty enough for Disney to have to rework the system... Just knowing that WDW is hiring so many Guest Relations CMs to handle the increased complaints tells you something... I am telling you, lines at GR are out the door... There are plenty of irate customers at WDW...

This was and is a poor business decision... It won't work... it hasn't worked... Rasulo pretty much admitted this is already a failure and will be for some time... The WDW vacation has become less and less magical, and has now been ruined by this mistake... Just wait for the huge price increases that will surely be coming as the weight of this disaster pulls down the WDW resort...

[Ian]

I am telling you, lines at GR are out the door... There are plenty of irate customers at WDW...

I can't speak to whether they were irate or not, but based on my experiences last week I can tell you that the lines at GR would far longer than I've seen historically in the past. Like two to three times longer at least.

Since the only significant changes at the resorts lately is My Magic, I can only conjecture that the two are somehow related. Of course, it could be people lining up to offer praise to the system, but knowing that people are roughly 10 times more likely to complain than they are praise that seems unlikely.

[Biggeek]

Apparently there are multiple versions of the survey, we had plenty of choices to complain. We were there Nov 5-13 and when I got back we had no less than 4 different surveys, one based on visit to Epcot, Dining experiences, POFQ stay and an 'overall' survey. All had questions about Magic+ and the Epcot and 'Overall' (especially the latter) focused on FP+.

I fully expected puppy dogs and rainbows questions, but was glad to see mine were pretty well written and let me get my points across. Almost every question (in Epcot and Overall anyway) had a followup question of 'why did you make the selection you did' free form text box. It was very clear they really were focusing (at least then) on how we really used our bands and what we did or did not like about different aspects, both FP+ and others. Combining these with questions about what kind of trip people we were (planners / impromptu / focus on meals etc) and then dove down even deeper into how it changed our trip experiences vs our typical trip.. and what we thought about it.
I felt oddly satisfied after completing them and felt my points of Magic Band = good, but FP+ = horrible got through.
Shortly after that the Sentinel put out that report where Magic Band rollout was delayed and was commented in it that guest clearly were stating they felt it made the trips far to planned, but until it was fully deployed it may feel that way to guests. Giving me at least a little hope at the time..

[WiltonJohn]

Also, take into consideration 99% of WDW guests do not post on message boards...

I think that pulling this kind of number and creating such an example is likely totally inaccurate and creates impressions that may or may not be accurate. Unless you say that YOU work for Disney (strongly implied there) .... and that is an accurate number.

And yes, I realize that if you DID.... disclosing that fact and internal company information would be grounds for instant firing. Normal for most ANY company.

What if the number actually is more like 99.999999999% of Disney guests don't use the forums? That changes things significantly. Conversely what it it is the seemingly small number 98%.... again dramatic change.

Unless someone KNOWS that number..... it is all "armchair quarterbacking".

Yes, the current system in testing has some real issues. We just experienced some of them when we were there in October. I'm not all "pixie dusted" ........ but a lot of what is being said on the forum is doing nothing all that productive.

Disney does have channels for getting your thoughts to them. Emails and letters work.

And on the three surveys I filled out from the trip...... there were lots of "other" responses, negative choices, and places to put in detailed responses. Maybe the forms have changed.

best,

...................john

[DizneyFreak2002]

I can't speak to whether they were irate or not, but based on my experiences last week I can tell you that the lines at GR would far longer than I've seen historically in the past. Like two to three times longer at least.

Since the only significant changes at the resorts lately is My Magic, I can only conjecture that the two are somehow related. Of course, it could be people lining up to offer praise to the system, but knowing that people are roughly 10 times more likely to complain than they are praise that seems unlikely.

People don't line up to praise... People line up to complain...

I do have to add DAS... This has also caused a lot of confusion and complaining... But not as much as MyTragic...

[DizneyFreak2002]

I think that pulling this kind of number and creating such an example is likely totally inaccurate and creates impressions that may or may not be accurate. Unless you say that YOU work for Disney (strongly implied there) .... and that is an accurate number.

Honestly, I don't work for Disney... I promise and swear... But I do talk to people who do, as well as talk to people who do know CMs in positions of being in the know on certain topics... If I knew of the numbers, as was allowed to post, I would.. but honestly, I don't know the number of complaints and the breakdown/split... I can only tell you that it is significant and has increased tremendously since MyTragic was implemented and began testing.... Just talking to the Guest Relations CMs I met through my friend back in October, the amount of complaints they get daily should be worrisome to management...

As for 99% of guests going to WDW not posting on message boards, someone on another site actually took the time to run some numbers... yes, he apparently has way too much time on his hands LOL... He took just the most popular, most trafficked WDW fan sites, added the member numbers (easy enough to find), and did the math... Came to less than 1 percent... Take into consideration some of those members no long post online, or some members have more than 1 account (cause some like to troll, some forget their original account and open a new one, or come back after getting banned previously), and that numebr actually shrinks... It isn't science nor is it completely factual, but close enough...

Disney does have channels for getting your thoughts to them. Emails and letters work.

Here I 100% agree... There are outlets... The survey is not one of them... And I really wouldn't even suggest emailing... I'd suggest hand written letters... Believe me, hand written letters are taken much more seriously... hand written letters show a dedication... Hand written letters show true passion... Just make sure the letter is professional, and not emotional... Make sure the letter is written in a way to be taken serious, not to be mocked and laughed at...

If anyone does want to write a letter detailing your complaints or concerns, do so...

[Aurora]

Apparently there are multiple versions of the survey, we had plenty of choices to complain. We were there Nov 5-13 and when I got back we had no less than 4 different surveys, one based on visit to Epcot, Dining experiences, POFQ stay and an 'overall' survey. All had questions about Magic+ and the Epcot and 'Overall' (especially the latter) focused on FP+.

I fully expected puppy dogs and rainbows questions, but was glad to see mine were pretty well written and let me get my points across. Almost every question (in Epcot and Overall anyway) had a followup question of 'why did you make the selection you did' free form text box. It was very clear they really were focusing (at least then) on how we really used our bands and what we did or did not like about different aspects, both FP+ and others. Combining these with questions about what kind of trip people we were (planners / impromptu / focus on meals etc) and then dove down even deeper into how it changed our trip experiences vs our typical trip.. and what we thought about it.
I felt oddly satisfied after completing them and felt my points of Magic Band = good, but FP+ = horrible got through.

Interesting. If that's the case, I hope they are still really letting people know what they think on their surveys.

[Ian]

And on the three surveys I filled out from the trip...... there were lots of "other" responses, negative choices, and places to put in detailed responses. Maybe the forms have changed.

best,

...................john

Not sure if you had a chance to skim through all the posts in this thread, but I did mention that this was the only question in the entire survey (qualitative question anyway) that did not offer the option for an open ended response.

That's actually what prompted me to post it.

[DonaldDuckUSA]

Every WDW forum on the internet is full of complaints. Lines at guest services are a mile long with guests complaining and having issues with FP+. Surveys in the parks and email surveys along with follow up phone calls concerning complaints. This is just the people that will actually say something, most people just grumble and deal with problems without ever complaining.

I have been on WDW forums for over 12 years and have never seen anything like the noise FP+ is causing. There is obviously massive dissatisfaction. It is it bad now during the off season, what is it going to be like during the busy season?

You know, I see your point, but for all those guests in line, there are thousands of people in the parks, not having any problems and not caring either way. The boards have really negative reactions because they're the diehard fans (hey, I'm one of them! ), but most people I've talked to seem to take interest in it and like it.

But in the larger point of this thread, yeah, the survey is a little shaky. Is there an "other" option? I know when I took a survey recently there was a section for comments and I put my thoughts there. Not sure if it matters, but that's what I did.

[Tekneek]

None of the in-park surveys I took asked any direct questions about FP+. They asked if I used it or intended to use it, but not if I liked it or not.

Typical of our trip around Halloween, including the survey I received once we were back at home. At the end of the day, it is the survey results that are going to be tallied and put into presentations at management meetings (not handwritten letters and transcripts of phone calls).

[Ian]

Typical of our trip around Halloween, including the survey I received once we were back at home. At the end of the day, it is the survey results that are going to be tallied and put into presentations at management meetings (not handwritten letters and transcripts of phone calls).

Not entirely true ... don't write to Walt Disney World management, write to corporate. I address all my letters to Bob Iger.

[Tekneek]

Not entirely true ... don't write to Walt Disney World management, write to corporate. I address all my letters to Bob Iger.

I wonder how that ends up getting handled. I've dealt with executive escalation teams (the crew that usually handles customer letters to executive officers) before, and I've never seen it reflected in the metrics that are used in presentations. I suppose it will ultimately depend on which management style prevails.

[DizneyFreak2002]

Not entirely true ... don't write to Walt Disney World management, write to corporate. I address all my letters to Bob Iger.

I wonder how that ends up getting handled. I've dealt with executive escalation teams (the crew that usually handles customer letters to executive officers) before, and I've never seen it reflected in the metrics that are used in presentations. I suppose it will ultimately depend on which management style prevails.

Write to the Board of Directors as well...