SFX Preferred Resorts Uses CustomerCount© Online Feedback Survey

Helps Us to Provide “Great Customer Service” Says Sr. VP

Published January 18, 2010

Cory Phelps, Senior VP of The San Francisco Exchange Company (SFX) says the recent selection of CustomerCount© is influential in providing “Great customer service and helped in helping customers with their travel needs.” 

The CustomerCount© program, developed initially by Mobius Vendor Partners 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 contact sales experience and the vacation experience.

SFX has over 100,000 members and operates a worldwide exchange network of the industry’s highest rated resorts, aligning itself with the most strategic and respected brand name resorts in the timeshare industry. Regardless of any resorts exchange company affiliation, individual timeshare Owners own the rights to their time and may request the service of any exchange company willing to accept their weeks for exchange. SFX allows owners to exercise this right to its fullest.

In fact, it is SFX’s affiliation with numerous properties and networks that make the CustomerCount© survey extremely important as a real time monitoring system. Phelps says “the system helps us stay consistent and give our members all the information they need to enjoy their vacations. Several times, it has helped in finding out about things happening at a specific resort, such as closure of amenities due to construction or weather.  In one instance, it also alerted us to new fees that we needed to make our guests aware of. “

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.

Bill Morris, Managing Partner of Mobius Vendor Partners, says “it took four years for us to develop a core system with sound software. That allows us to customize the product according to the needs of the client.  In the case of SFX, they are primarily based on the vacation and reservation experience.  Other clients focus more on the sales experience. The web based, real time reporting helps management keep flexible, which is more than important in today’s business climate.”

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.