Am I likely to get a response ?
A few weeks ago we spent three nights at each of couple of C&MC sites.
A few days later I had emails from the Club asking me to fill in questionnaires about my experiences and thoughts on my visits.
One of my replies was very complimentary about a Site and the other not so good.
Can I expect any further feedback to my responses or were they possibly 'binned' – especially the 'bad' one ?
If anyone did actually read them are they ever likely to act on my feedback ?
And has anyone else had Club responses to feedback – especially for the bad ones ?
Comments
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I don't think you will get a response. If you want one write to the Club about it. I made a suggestion in one of the site surveys, Whether it was this suggestion or some other trigger I have no idea because I didn't get a response but I did note it was acted upon.
peedee
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I am not sure why they would as they are not designed to give individual responses, it's a survey. The way that sort of survey works is that the information from all the replies for that site is collated to build up a picture. The idea to is highlight areas where things could be improved or highlight areas where there is a high level of satisfaction. I suppose the problem is that if in any 100 replies your issue is the only time it is mentioned it will be lost. However if 50 out that 100 mentioned the same thing as you it would start to build up a picture.
I note you have not added a review recently so assume you did not review the sites in question? At least a review puts the issue out there. However if it is that serious you really need to write/email the sites department direct.
David
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I am in the process of writing reviews and adding a video of each site and with the rain coming down at the moment they should be posted today.
The complaint I had was an issue a Warden had with me at check-in.
I was quoted chapter and verse a Club rule by a Warden as if she was talking to a child in front of other recently arrived Members.
After the intervention of another Warden a profound apology was issued but still left an unpleasant impression on me.
Dealing with the Great British public is often a stressful job but this Warden, whom I have no wish to see reprimanded, was somewhat a bit hasty and over the top in her judgement and I won't be putting the issue 'out there' on forums but did post it in the survey questionnaire.
If there is no feedback from filling in the survey, nor even an electronic acknowledgement, then the time filling in any feedback is hardly worth the effort.
Every one has a different opinion of what is good or bad about any site and perhaps once they have a census of opinions they may act on them - but to be honest I shan't bother responding to any Club survey in future.
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Much seems to depend on how much notice the club takes of reviews, they seem to receive very little on line attention from the club either in respect of complaints or praise. However I presume someone somewhere is looking at them?
I would guess the surveys build a bigger picture as they ask for more comments, suggestions and details.
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As DK says...it is a survey and whilst there is generally no personal feedback ( in fact most surveys are anonymous ) the results of surveys are usually acted upon....(previous life experience !!)
As you suggest, putting the issue with the Warden in the questionnaire may not get a response...Personally i would email customer services with your concern as i did a couple of years ago. I received a telephone call the next day from the area manager in which we discussed my concern at length.....
FYI..that was an issue with a warden's attitude...
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If there is no feedback from filling in the survey, nor even an electronic acknowledgement, then the time filling in any feedback is hardly worth the effort.
Keith
I imagine the surveys are carried out by a third party. As I mentioned previously I think the idea behind them to to get a general feel for how members think about the site. I suppose if you were not the only one raising the issue then a picture builds up and I suppose raises a general training issue. As well as providing a overall analysis of the results they no doubt also pull out individual comments such as you might have made regarding this member of staff. However I wonder if the comments were anonymous so I don't know if or how the Club would be able to trace it back to an individual member. It would be interesting if Rowena could clarify that.
David
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Morning
The survey you're encouraged to fill in is from a site staff perspective, one of the important things the club has provided. Each month the results are collated and along with performance graphs etc, your verbatim comments (anonymously) are sent to the site. This feedback is enormously useful as you get to be personal about your site visit. Last year alone many changes were made due to those surveys. Sometimes while running a site you don't always see things that could make that small difference to your stay. Site reviews are just that. The questionnaire is different as you could really have an effect on a site and it's running. I'd encourage everyone to do it, get down and get personal if you like warts and all, that's what it's for.
If no one bothers to take the time to use it it will probably disappear.
JK
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I'd love to be able to fill one in!!!
JK
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Thanks for the feedback JK very useful. The surveys deal with a lot of local focused questions but there are also a few questions that probably can't be addressed at site level. One example that springs to mind is commenting on cost of things like site fees and wifi so who looks at this?
Given what Keith has mentioned as the reason for his concern how is that handled on site?
David
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I have filled in these before but never had a response. The survey is basically a set of questions where you give a response by clicking the appropriate box. I would assume these are collated and the responses average arrived at which would then allow the club to see how the sites are doing and if there is a consistent problem or very high satisfaction.
The club did publish a you asked for list of things done on some sites some time back which are supposed to be the result of feedback so it does appear that they are looked at.
The cost of processing these must indicate they are used but I have to agree if nothing else an auto reply would be a good idea. May be when you get one you should add this to the comments.
If I remember correctly though they are meant to be anonymous, so further individual feedback is not appropriate.
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Feedback forms can be very useful. Council I worked for introduced them, and I used to hand them out to dissatisfied customers asking for changes so that I had the ammunition to challenge for increasing a site budget, or getting much needed work done! There’s always more than one way of baking a loaf.......😂
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The survey asks a great deal about your experiences of the Site - experience upon arrival, ambience/atmosphere, facilities, possible dog friendly improvements, comments about Staff and more.
Nice big boxes to put in your comments to encourage you to give a good amount of feedback.
That is why I wondered what usage the Club make of this information or whether it's just a marketing ploy to make you think your views are actually taken on board.
If the information is collated and acted upon then it is worthwhile doing the survey but if its just churned into a computer and forgotten then it may be a waste of your time.
Without even an automated acknowledgement it's difficult to gauge if your survey has even been received.
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Evening
I can assure you that the info you provide is not forgotten, a lot can be acted on at site level, but the majority is for the club to use. If enough people talk about the same issue then it does get escalated.
Hey if you'd like a thanks for your survey response, why not mention that on your survey. Remember, the club does things for the overall majority of the members, so if enough ask for something like that then?
JK
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JK - Good to know. IMHO it would also be good if HO could be more pro-active on CT with explanations.
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Use Toby's quite a lot (10 minute walk) and every single time we do their survey by the website on the receipt we get a free pudding for our next visit, perhaps we should get a free ice cream from the office shop?
PS - hints and tips - if everyone if your party does the survey on a separate email everyone gets a free pudding.
And yes I know the shop and club are two distinct things so it wouldn't work.
Personally I wouldn't expect a responce from any survey, it's usually a thank you for filling in... note at the end.
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Afternoon
That's not very likely, look what generally happens on a thread when something constructive or positive is said! CT is an open forum for discussion and debate, not really a place for head office participation. There's times when I don't bother because of all the negativity and point scoring, why would someone from head office?
JK
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Yes,
All that data goes into the system anonymously.
JK
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JK - Agree with your comment "CT is an open forum for discussion and debate, not really a place for head office participation. " Although on occasions I personally feel information/explanations can be helpful as in Rowena's (HO) post in Club vehicle review discussion.
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