Surveys?
Apr 9, 2000 | 9:28 pm
#1
Original Poster
Join Date: Dec 1999
Location: Charlotte, NC, USA
Posts: 318
Surveys?
After a week in the Denver City Center, I received yet another one of those surveys in the mail. Whether or not I fill these out usually depends on my mood at the time. I was just wondering what the feeling around here was about those forms. Do the answers (or non responses) become notes on my MR account? In the past, I've gotten responses from the hotel based on my comments, but Marriott seems to be the only company that sends these things out.
Any opinions?
Thanks!
Any opinions?
Thanks!
Apr 10, 2000 | 6:20 am
#2
FlyerTalk Evangelist
Join Date: Feb 2000
Location: Winter Garden, FL
Programs: Delta DM-3MM United Gold-MM Marriott Lifetime Titanium Hertz President's Circle
Posts: 13,498
I used to fill these out, but I never got any feedback of any kind, so I stopped. I still get them a few times a year, but I throw them away. I suspect that most people do the same.
Bruce
Bruce
Apr 10, 2000 | 11:09 am
#3
Original Member
Join Date: May 1998
Location: NEWYORK, NY U.S.A.
Posts: 312
I only fill out those surveys when I feel there have been unresolved problems or in some cases where I feel MAJOR renovations need to be done to the property.. Or in cases where certain employees have gone beyond what is called for in there responsibilities.. I do mention employees names in both negative and positive feedback.. I have NEVER received ANY follow up either.. from me filling those surveys out.. : (
Regards,
Mike Mahoney
Regards,
Mike Mahoney
Apr 10, 2000 | 9:05 pm
#4
Original Member
Join Date: May 1998
Location: NJ
Posts: 3,343
I don't mind a once in a while survey, but Marriott seems to send me one every stay now. Instead of looking at it as great customer service, I now view it as a real burden to fill it out, so I don't do it unless something was really wrong with the stay. Marriott doesn't offer me anything (like POINTS) to fill the darn thing out, so I am not going to waste my time with them any more. It is just an imposition in my mind.
Djlawman
Djlawman
Apr 10, 2000 | 10:15 pm
#5
Join Date: Feb 2000
Location: Dallas, TX. AA Executive Platinum, Marriott Rewards Platinum, Hilton HHonors Gold VIP, Starwood Platinum Preferred, Avis Preferred Select
Posts: 863
Odd...I spent over 175 nights in Marriott full-service hotels last year and never got a survey.
But, I have filled out several of the "comment cards" and have heard back from each of them. I once got 25,000 Marriott points due to a problem stay in St. Louis. I got phone calls from a couple other hotel managers to apologize for the service and got more points out of them for the "inconvenience".
But, I have filled out several of the "comment cards" and have heard back from each of them. I once got 25,000 Marriott points due to a problem stay in St. Louis. I got phone calls from a couple other hotel managers to apologize for the service and got more points out of them for the "inconvenience".
Apr 11, 2000 | 7:28 am
#6
Original Member and FlyerTalk Evangelist
Join Date: May 1998
Location: Kansas City, MO, USA
Programs: DL PM/MM, AA ExPlat, Hyatt Glob, HH Dia, National ECE, Hertz PC
Posts: 16,619
I receive the surveys about 25% of the time. At one time the chairman of Marriott took 30 minutes every day to personally read a sampling of the surveys and other correspondence received about the hotels.
Other chains have a similar system. Hyatt uses telephone surveys, and there was recently a thread in the Hilton forum about them doing the same.
Other chains have a similar system. Hyatt uses telephone surveys, and there was recently a thread in the Hilton forum about them doing the same.
Apr 11, 2000 | 8:50 am
#7
FlyerTalk Evangelist
Join Date: Apr 1999
Location: Bryn Mawr PA & Wailea HI
Posts: 15,726
I am getting the surveys about 75+% of the time. I quit filling them out since they are (1)too friggin long, (2)nothing ever seems to happen re the ones I filled out last year, the year before etc, and (3)I finally ran out of the nice #2 pencils.
One wonders what purpose they REALLY serve other than obiquious "We listen to you and.... thus dont bother us anymore".
One wonders what purpose they REALLY serve other than obiquious "We listen to you and.... thus dont bother us anymore".
Apr 12, 2000 | 3:50 pm
#8
Original Poster
Join Date: Dec 1999
Location: Charlotte, NC, USA
Posts: 318
Thanks for the input. I'm of the opinion that a 500 (or at least 100) MR point bonus should be offered as a 'thank you for your time' when I get these in the mail.
If I recall correctly, they used to toss a crisp new dollar in the envelope. I'd still rather have the points.
If I recall correctly, they used to toss a crisp new dollar in the envelope. I'd still rather have the points.
Apr 12, 2000 | 6:58 pm
#9
Join Date: Sep 1999
Location: Charlotte, NC USA
Programs: AA EXP; Marriott Lifetime / Annual Titanium; Massively Missing Starwood
Posts: 5,443
I fill them out at every opportunity. I figure that getting my name in the hands of the marketing folks at my hotel chain of choice is a good thing to do. For some of the resorts (Maui and Kauai for example) I think it is good to compliment the property if you intend to go back. My wife and I returned to Maui a year after our honeymoon and they were waiting with leis at the desk, and a bottle of champagne and chocolate covered strawberries in the room. We had ordered the strawberries on our honeymoon, so someone was paying attention. I doubt it was the survey, but they can't hurt either!
Apr 12, 2000 | 11:26 pm
#10
Join Date: Dec 1999
Location: irving,texas USA
Posts: 187
i agree with many of the comments here.
i especially think the survey is a bit too long, and that some type of point bonus could be given, especially to Platinum Marquis members for completing it.
i especially think the survey is a bit too long, and that some type of point bonus could be given, especially to Platinum Marquis members for completing it.
Apr 15, 2000 | 10:22 pm
#11
Join Date: Apr 2000
Location: NJ
Posts: 13
I get them every now and them... not all the time.
BUT, I agree that they don't seem to get back to you when you enter in a major problem.
BUT, I agree that they don't seem to get back to you when you enter in a major problem.