Online Feedback System Used to Measure Call Center and Guest Experience
INDIANAPOLIS, IN (September 5, 2012) — Bob Kobek, President of Mobius Vendor Partners, (MVP) an Indianapolis-based company that provides business process design, management and performance improvement services to companies, associations and non-profit organizations, has announced that its On-Line Feedback System CustomerCount© has been selected by Raintree Vacation Club. The resort development and management company will employ the system to measure the Call Center experience and proficiency as well as the guest experience after a resort stay.
With 20 resorts in prime locations across the United States, Mexico and Canada, Ann Barker, Senior Vice President of Resort Operations says “with our more than 38,000 owners, we need to keep constant tabs on numerous items. Our GM’s love the detailed information that create a clear list of actionable items to maintain high standards.”
Barker says she especially appreciates the immediate alerts issued by the system with parameters she controls internally. “For instance, if a resort receives a three or below rating in any one of a number of areas, we are alerted immediately. This auto-generated notice allows us to nip any problems in the bud, without waiting for our monthly reports. Of course, the monthly reports are exceptionally important for performance measurement review scoring and customer satisfaction overall.”
Christi Riechert, Vice President of Member Affairs uses CustomerCount® to monitor the Call Center. “The transition to CustomerCount® was amazingly painless. We didn’t miss a beat converting from our previous vendor,” she said. “What was best was the amount of human expertise the system came with. They thought of things we hadn’t even considered. Coming from the timeshare industry themselves it was clear that they understood both our in-house needs as well as those of our Members.”
The CustomerCount© online enterprise customer feedback system, developed by MVP specifically for the timeshare industry, collects and measures customer feedback through branded, customized surveys formulated to measure the quality of the entire customer experience from sales and reservations through the vacation stay itself. CustomerCount© tracks three primary components: the reservation experience, the sales experience and the vacation experience.
CustomerCount© is fully transparent to members, owners and guests. The process begins with Email invitations and reminders and continues through to on-line reporting and analysis 24/7. It may be customized for use by shared ownership resort developments, as well as other businesses.
Bill Morris, MVP Managing Partner says “the timely consistency of the process allows management to identify problem trends and needs; pinpoint challenges most significant to prospects, customers and/or guests; target improvement efforts and increase customer satisfaction levels by creating benchmarks and monitoring improvement.”
Mobius Vendor Partners is a thirteen year old business process design and management company specializing in servicing the needs of the timeshare industry. Mobius principals are active in ARDA through sponsorships and committee memberships. Follow their blogs at http://www.customercount.com/blog/ or follow them on Twitter @CustomerCount or facebook.com/CustomerCount
For more information visit www.customercount.com or call 317-816-6000.
ABOUT RAINTREE RESORTS
Founded in 1997, Raintree Resorts International has expanded to become the respected leader in luxury developments in popular vacation destinations throughout Mexico, the western United States and western Canada. Raintree Vacation Club, the exchange arm of Raintree Resorts is a unique blend of club, resort and hotel hospitality vacation options serving the company’s owners/Members at their 20 resorts.
Contact: Georgi Bohrod, RRP (Media)
Robert Kobek, RRP (MVP)