Holiday club using customer feedback to maintain high standards

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Established in 1999, The Dream Vacation Club has established a reputation for really caring about its members. It is this caring approach to their clientele that has driven The Club to invest in a robust customer feedback programme with Feedback Ferret to ensure they respond in a timely manner to client complaints and work towards continually improving the customer experience.

As a result of feedback received during their pilot programme in Cape Town, The Club has upgraded and improved the facilities in one of the games rooms which members said were inappropriate for the ages of children they were supposedly catering for.

They have also received a great deal of positive feedback about the quality of food in one of their main restaurants and have used this feedback to promote the chef to other members in a bid to attract them to that particular resort.

Bronwyn O’Neill, Business Development Director for Feedback Ferret South Africa said: “We are thrilled to have entered into the tourism market with such a successful pilot project with The Dream Vacation Club. Comments Boxes will now be rolled out into other resorts and senior managers are excited about the future of the programme. After homes and cars, holidays are one of the most emotive purchases and therefore always solicit excellent qualitative feedback.”

The Dream Vacation Club is a holiday lifestyle security, which is owned by its members and backed and managed by the trusted leisure property developer, Leisure Options (Pty) Ltd. It has secured and developed a wide selection of holiday accommodation within exclusive resorts across Southern Africa. Their own developments are managed by themselves to ensure that members receive the quality they deserve: top-class with attention to detail and a philosophy of always exceeding expectations.

Testimonial

After homes and cars, holidays are one of the most emotive purchases and therefore always solicit excellent qualitative feedback.

Bronwyn O’Neil
Business Development Director, Feedback Ferret South Africa