Breckenridge Grand Vacations Selects MVP’s CustomerCount©
December 18, 2009 by Perspective Magazine | Timeshare & Fractional ReviewsBrings Flexibility to Measuring “Net Promoter Score” says GM
Bill Morris, Managing Partner of Mobius Vendor Partners, (MVP) an Indianapolis-based company that provides business process management and market research services to companies, associations and non-profit organizations, has announced that CustomerCount,© an On-Line Feedback System has been selected by Breckenridge Grand Vacations as a instrument for monitoring and measuring guest and resort experiences.
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 its newest resort, the Grand Lodge on Peak 7. Breckenridge Grand Vacations has also been recognized as one of the most successful independent developers in the industry.
Kit Armour, General Manager at Breckenridge Grand Vacations says “CustomerCount® was selected to use for immediate customer feedback to provide summary data to help establish our ‘net promoter score.’ “
The Net Promoter® score allows you to categorize customers into three groups based on their willingness to recommend your company or product to a friend or colleague:
• Promoters (score 9–10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
• Passives (score 7–8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
• Detractors (score 0–6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Kit Armour says “Mobius Vendor Partners (developers of CustomerCount®) developed the on-line feedback system with a thorough knowledge of timesharing and its various components. For instance, our Director of Guest Relations uses the real-time response of CustomerCount® to address any guest concerns immediately. We also can follow up post timeshare tour to zone in on positive and negatives that allow us to make our sales experience better for our guests. The bottom line is that MVP has been around our industry for more than a decade and its inherent understanding of the timeshare model gives developers like us the ability to be flexible in using this tool. “
The CustomerCount® program, developed initially by MVP for its client RCI, collects and measures customer feedback through branded, customized surveys formulated to measure the quality of the entire customer experience from reservations and sales through to the vacation stay itself. CustomerCount tracks three primary components: the reservation experience, the sales experience and the vacation experience.
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.
Morris says “the timely consistency of the process allows management to identify problem trends and needs; pinpoint challenges most significant to prospects, customers and/or guests; target improvement efforts and increase customer satisfaction levels by creating benchmarks and monitoring improvement.”
Mobius Vendor Partners is a ten year old business process design and management company specializing in servicing the needs of the timeshare industry. Mobius principals are active in ARDA through sponsorships and committee memberships. Robert Kobek RRP is a member of the Board of Trustees of the ARDA International Foundation.
For more information visit www.mobiusvp.com or call 317-816-6000.
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