With the fourth item in the Fort Wilderness welcome packet, we again finally have an item that is not related to Discovery Island. Instead, we have a Fort Wilderness questionnaire for guests to fill out upon completion of their stay at this frontier inspired resort. The outside back of the questionnaire has a note from then Executive Vice President of the Walt Disney Resorts, Robert I. Small, which reads:
Welcome...
It is a pleasure to have you as a guest at our
resort. My staff and I want your visit to be a dream
come true. All of us believe that Disney Resort
Experiences Are Magic and we are here to ensure
that all your expectations are met. To help keep
the DREAM and the Magic, we need your
thoughts.
It is important to us that you continue to
select the WALT DISNEY WORLD Resort as your
vacation destination. The comments of concerned
guests, like you, help us maintain the standards of
quality that are synonymous with the Disney name.
Thank you for helping us keep the Magic.
Robert I. Small
Executive Vice President
WALT DISNEY WORLD Resorts
The fairly exhaustive questionnaire, which appears on the inside and covers all three pages, reflects Mr. Small's honest invitation to you, the guest, to provide both positive and negative feedback. Your positive responses will help to continue to exceed the guest's expectations of a Disney resort. Likewise, your negative responses, or suggested improvements, will help facilitate in improving any deficiencies in the current guest experience. And, to show Disney truly does value and desire its guests' feedback, the postage is prepaid and addressed directly to Mr. Small.
This type of questionnaire is definitely refreshing compared to the ubiquitous please praise us type of card seen in most establishments today. Typically, five simple items are listed, such as cleanliness, quality of food, friendliness of employees, followed by a couple of lines for comments. Then, to prevent any negative comments from filtering to top management, there is a comment card drop box, where the local manager conveniently has access to dispose of any cards not meeting his/her approval. And to further discourage and feedback, if you want to mail it in, you get to pay for postage. So, even with a simple questionnaire, Disney exceeds guest expectations.
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