How often does RCI check out the quality and maintenance of a resort? Do they make personal inspections or just rely on the comment cards?
RCI’s staff does make periodic visits to resorts; however, these are announced visits. The resorts and RCI pay close attention to comment card scores to watch for trends between visits. We also provide secret shopper service through our Ragatz Associates affiliate to help resorts monitor and improve quality and service as an added client service, but RCI is not provided with this data and the results are not used by RCI in any way, only by the resort. It is also important to mention that people have widely varying expectations and perceptions. I can remember speaking with two members about the same resort one day years ago. It was a small, older resort on a rocky beach in a nice location. The first member was very upset about what he perceived to be the poor quality of the furnishings, small cramped room, and very few amenities. The very next member raved about the location of the resort, the cleanliness of the unit, and the attentiveness of the staff. That really taught me that commen
RCI’s staff does make periodic visits to resorts; however, these are announced visits. The resorts and RCI pay close attention to comment card scores to watch for trends between visits. We also provide “secret shopper” service through our Ragatz Associates affiliate to help resorts monitor and improve quality and service as an added client service, but RCI is not provided with this data and the results are not used by RCI in any way, only by the resort. It is also important to mention that people have widely varying expectations and perceptions. I can remember speaking with two members about the same resort one day years ago. It was a small, older resort on a rocky beach in a nice location. The first member was very upset about what he perceived to be the poor quality of the furnishings, small cramped room, and very few amenities. The very next member raved about the location of the resort, the cleanliness of the unit, and the attentiveness of the staff. That really taught me that comm
How often does RCI check out the quality and maintenance of a resort? Do they make personal inspections or just rely on the comment cards?