The View from the Bottom is Mike Millisor’s monthly letter to all of the stakeholders of the Breckenridge Grand Vacations family of resorts.
If you have been part of the BGV family for any length of time, you know that we are fond of surveys. We ask you to complete a survey after each stay at one of our resorts, as well as contacting you once a year on the anniversary of your vacation ownership purchase to ask for input on your ownership as a whole. Thank you to all of you who take the time to reflect on your experience and share your thoughts with us.
We do respect your time and know that you have lots of demands on it, so I want to assure you that we act on every bit of information we receive from these surveys. We constantly strive to provide the top-notch vacation experience that you expect, and while we may not reach perfection, that remains the goal.
What do we do with that survey data? You might be surprised to know that the survey scores are actually a very small part of what we look at. The scores you provide for each resort function, and particularly the rating you give regarding whether you would recommend our resorts to your friends or family, tell us whether we are on the right track, or whether changes are needed. In order to know what is going well, and what has disappointed you, we rely on the comments you supply to determine what needs to continue and what needs to change.
Every comment you add to the survey gets the attention of the executive team as well as resort and department managers. Each manager digs in to investigate the circumstances that gave rise to the comment, and appropriate feedback is given to department employees. An employee will reach out to every guest who has provided helpful critique. Each comment is also tracked in a computer program that allows the employee to enter the resolution of each situation identified. All that activity, is triggered by each and every comment you send us.
We are pleased and gratified that our scores are consistently the highest in the timeshare industry. In January, 72 percent of our owners and guests rated their most recent stay as a 9 or 10 out of a scale of 10, and another 20 percent rated us a 7 or 8, in terms of whether they would recommend us to others. That tells me that in general, we are on the right track, but that there is always room for improvement. You have my promise that we will continue to work to close that gap, however small it may be.
So keep those surveys, and especially your comments, coming. Never feel that your comments are being sent into a dark hole, never to be seen or cared about. We use them daily to fulfill our commitment to you: Always Grand Vacations. We count on you, so that you can count on us.