Festiva Reports 90% Guest Satisfaction Rating...

[rikkis_playpen Diamond Club Contributor Find all posts View Profile Close rikkis_playpen]

Festiva Gets 90% Satisfaction Scores with UniFocus

I just saw the press release above..

"UniFocus today announced that Festiva Hospitality Group, one of the most successful privately held vacation ownership companies in the country and celebrating its 10 year anniversary, is getting an approximate 90% satisfactory rating overall based on GUESTScope™ surveys from UniFocus. The rating was derived over a 12 month period with a sample size of over 13,000....."

No info is provided as to what exactly was asked on the survey, but I guess I don't have to always agree with the articles to share them here...

[JLB Please excuse me, I'm a Dick. Not a moron just a Dick Find all posts View Profile Close JLB]

Festiva Gets 90% Satisfaction Scores with UniFocus

I just saw the press release above..

"UniFocus today announced that Festiva Hospitality Group, one of the most successful privately held vacation ownership companies in the country and celebrating its 10 year anniversary, is getting an approximate 90% satisfactory rating overall based on GUESTScope™ surveys from UniFocus. The rating was derived over a 12 month period with a sample size of over 13,000....."

No info is provided as to what exactly was asked on the survey, but I guess I don't have to always agree with the articles to share them here...

I guess they have not googled Festiva.

http://www.google.com/#hl=en&sugexp=...bb40ab4c289d6b

[bnoble Senior Member Find all posts View Profile Close bnoble]

I'm not surprised. We see this industry-wide. Despite its many warts, most of the "rank and file" timeshare owners are happy---especially the owners who are using their ownerships, and if they are surveying post-stay, that's who they are seeing. In fact, I'd wager that 90% is probably on the low side across the industry. Yes, they paid too much to buy. Yes, the companies are skimming left and right on annual costs. But, the people who are in the units are having a grand time. Who are we to say they aren't?

[rikkis_playpen Diamond Club Contributor Find all posts View Profile Close rikkis_playpen]

You are correct! I'm always very happy at every check out.. It certainly is the best way to vacation. The product itself is fantastic!

Wish the big brains behind developer marketing thought so too!

[JLB Please excuse me, I'm a Dick. Not a moron just a Dick Find all posts View Profile Close JLB]

The industry uses their industry-sponsored-and-paid for surveys however they want.

For instance, RCI's surveys say that RCI affiliation, the ability to exchange through RCI, is an important aspect of the buying decision for something like 87% of owners, and something like 40% would not have bought without it (the actual figures are pretty easy to find), yet, when a subscriber complains about some aspect of their service, that it is not what was represented to them, they have been known to respond, saying, "You should have bought where you intended to vacation."

But, yes, the industry is saved by the large number of satisfied owners, the definition of satisfied being questionable. I'm guessing a large number of them could be better defined as clueless or indifferent.

[JLB Please excuse me, I'm a Dick. Not a moron just a Dick Find all posts View Profile Close JLB]

You are correct! I'm always very happy at every check out.

So, you are happy to leave?!!??

[SallyHoover Senior Member Find all posts View Profile Close SallyHoover]

Maybe it's not the owners but the non-owner guests (exchangers) and those that have rented from Festiva for less than what the owners pay in MF after the owners pay for all the "extra's and upgrades" , that are so happy. The owners who can't get the reservations for the weeks they want certainly aren't happy. It's also possible to write survey's to get the kind of results you want.

[jlwquilter Senior Member Find all posts View Profile Close jlwquilter]

Maybe it's not the owners but the non-owner guests (exchangers) and those that have rented from Festiva for less than what the owners pay in MF after the owners pay for all the "extra's and upgrades" , that are so happy. The owners who can't get the reservations for the weeks they want certainly aren't happy. It's also possible to write survey's to get the kind of results you want.

Ain't that the truth! I filled out an entire survey online for Boston Market (took about 20 minutes) in order to tell them why I wouldn't be going back and not one question addressed my issue - mainly that the gravy recipe had changed and was disgusting now, IMO. And without gravy I enjoy, there was no point going back. Fast service, friendly staff, hot food, clean restrooms, means nothing if the food in a food place is not yummy. Not one question asked what I thought about the taste of the food! All that tells me is that they really don't want to know the answer to that basic question! Crazy, but there it is. Other companies do the same.. and pay big bucks to other companies that write these 'surveys'. For all intents and purposes, I was a happy customer... except that I haven't been back and don't plan on it.

[JLB Please excuse me, I'm a Dick. Not a moron just a Dick Find all posts View Profile Close JLB]

Ain't that the truth! I filled out an entire survey online for Boston Market (took about 20 minutes) in order to tell them why I wouldn't be going back and not one question addressed my issue - mainly that the gravy recipe had changed and was disgusting now, IMO. And without gravy I enjoy, there was no point going back. Fast service, friendly staff, hot food, clean restrooms, means nothing if the food in a food place is not yummy. Not one question asked what I thought about the taste of the food! All that tells me is that they really don't want to know the answer to that basic question! Crazy, but there it is. Other companies do the same.. and pay big bucks to other companies that write these 'surveys'. For all intents and purposes, I was a happy customer... except that I haven't been back and don't plan on it.

So, you reserve the right to whine?

Gravy????

But not $2800 to get an exchange????

[jlwquilter Senior Member Find all posts View Profile Close jlwquilter]

So, you reserve the right to whine?

Gravy????

But not $2800 to get an exchange????

Absolutely! Not I consider stating one's disssatisfication with something once (or even twice) as whining.

Where the difference is, is that I said my piece and I will move on. I don't say it over and over and over (and over and over and over) while still giving the business my business. That I consider to be whining.

YMMV.

[JLB Please excuse me, I'm a Dick. Not a moron just a Dick Find all posts View Profile Close JLB]

Absolutely! Not I consider stating one's disssatisfication with something once (or even twice) as whining.

Where the difference is, is that I said my piece and I will move on. I don't say it over and over and over (and over and over and over) while still giving the business my business. That I consider to be whining.

YMMV.

I'm guessing Mubarak said something like that . . .

Have a nice day.

[chriskre Super Moderator Find all posts View Profile Close chriskre]

Absolutely! Not I consider stating one's disssatisfication with something once (or even twice) as whining.

Where the difference is, is that I said my piece and I will move on. I don't say it over and over and over (and over and over and over) while still giving the business my business. That I consider to be whining.

YMMV.

Whining? No not JLB, he's advocating for the consumer.

[tonyg Goomba & Super Moderator Find all posts View Profile Close tonyg]

If these surveys were not planned for use as a marketing tool, they would not be done at all. I think the first one of these I ever saw was done by Ragatz ( or something like that) and I think they were somehow involved with RCI.

These surveys are only as accurate as the method used to do them and I would guess that most of them are not statistically proper or accurate.

[JLB Please excuse me, I'm a Dick. Not a moron just a Dick Find all posts View Profile Close JLB]

If these surveys were not planned for use as a marketing tool, they would not be done at all. I think the first one of these I ever saw was done by Ragatz ( or something like that) and I think they were somehow involved with RCI.

Still are, from what I can see.

Global Hospitality Group®, June 2, 2010

"Demand for timeshare is based in large part on the ability of timeshare owners to exchange their interests. RCI has collected valuable data, prepared by Ragatz Associates and from other analysts, relating to underserved markets, demographics and other key determinants for success."

Expert Perspectives on What's Happening with Vacation Ownership Industry /June 2010

[gravityrules Member Find all posts View Profile Close gravityrules]

Validity of surveys is weak

Just one website link:

Reliability and Validity of Survey Research

Surveys tend to be weak on validity and strong on reliability. The artificiality of the survey format puts a strain on validity. Since people's real feelings are hard to grasp in terms of such dichotomies as "agree/disagree," "support/oppose," "like/dislike," etc., these are only approximate indicators of what we have in mind when we create the questions.

Validity - The degree to which a study accurately reflects or assesses the specific concept that the researcher is attempting to measure. A method can be reliable, consistently measuring the same thing, but not valid.

Clever isn't it, marketing is using a tool (surveys) that can never accurately measure 'customer satisfaction'.

That doesn't even take into account that these are surveys designed to be used as marketing tools, administered by folks who know the desired results, and are asked at the time the results are likely to be the highest