BRECKENRIDGE, CO (January 22, 2015) — Breckenridge Grand Vacations (BGV) , the parent company of the award-winning timeshare resorts Gold Point Resort, Grand Timber Lodge, the Grand Lodge on Peak 7 and now the new Grand Colorado on Peak 8, has announced its expanded use of CustomerCount Customer Enterprise Feedback System.
For the past three years, BGV has been using CustomerCount as a tool to monitor and measure guest and owner experiences on a post-stay and post-tour basis. According to Kimberly Tramontana, Vice President of Operations for Breckenridge Grand Vacations, of one of the most successful individual timeshare developers in the vacation ownership industry “CustomerCount has proven to be invaluable in providing vital feedback that allows us to identify opportunities to improve the vacation experience and ownership experience, as well as to set achievable goals for our employees.” For instance, says Tramontana, “improvement in scores can be used as incentives for departments and specific employees.”
“We’ve been extremely pleased with the system’s intuitive real time reporting, detailed and dynamic data gathering capabilities and comprehensive, user-friendly dashboard. CustomerCount’s surveys provide us with the necessary data to help determine our ‘Net Promoter Score (NPS),’” continued Tramontana. “Now we will partner with CustomerCount to get feedback on our owners’ and guests’ on-site resort vacation experiences, as well. This will allow us to provide instant service recovery and respond immediately to the wants and needs of our owners and guests.”
The system will measure guests’ immediate responses from arrival to departure, including their reactions to services ranging from housekeeping, engineering, guest services, spa, dining, and in-room amenities to shuttle services. Owners and guests will be able to access the survey from their own smart devices via a QR code and/or by going directly to the resort branded URL, as well as through tablets on stands located in high traffic areas at each property.
“Our company is growing and in order to maintain a personal touch with our guests and owners, we are continually looking for new ways to interact with them. We are constantly listening, measuring, and assessing, and then re-adjusting,” said Tramontana.
The CustomerCount online enterprise customer feedback system, developed 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. Clients may opt to use the system to measure all or some customer touch points.
Bob Kobek, President of CustomerCount, says “we developed the on-line feedback system with a thorough knowledge of timesharing and its various components.” Kobek adds “working with BGV on this project is such a pleasure, as they have been loyal clients of ours for years. Our expanded contract with them is a clear testimonial to their satisfaction with our service. They are great clients and when we analyze their survey results we can see that their owners and guests think so, too.”
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.
About Breckenridge Grand Vacations
Located in Breckenridge, Colorado, Breckenridge Grand Vacations was formed in 2007, serving as the developer, owner and operator of three Breckenridge Resorts; Gold Point Condominiums, Grand Timber Lodge, and the Grand Lodge on Peak 7. Its 20,000+ owners are eagerly awaiting the summer 2016 completion of The Grand Colorado on Peak 8. For more information about Breckenridge Grand Vacations, visit www.breckenridgegrandvacations.com or for job opportunities, visit www.bgvjobs.com. For a sneak peek of The Colorado Grand on Peak 8, visit www.grandcoloradoonpeak8.com.
CustomerCount is a flexible online customer enterprise feedback management solution providing intuitive real time reporting, fast turnaround on updates, detailed and dynamic data gathering with comprehensive reporting for process improvement and customer loyalty to improve your bottom line. Located in Indianapolis, IN CustomerCount was developed by Mobius Vendor Partners a 15 year old company specializing in servicing the needs of the timeshare industry.
For more information visit www.customercount.com or call 317-816-6000.
PRESS RELEASE SOURCE: Breckenridge Grand Vacations