Love the feedback as usual. I found myself thinking about putting some additional perspective around what you’ve posted. Here goes!
If we accept the general rule that most people join these groups because they are unhappy on some level to begin with - and that the majority of folks who are content simply wont go looking for an audience online to share their contentment, whereas those who are unhappy will go looking for somewhere to complain, then it’s a safe assumption that 80% of Facebook forum members and even a healthy subset of TUG forum members aren’t exactly timeshare fanboys. Long story short - we probably have a collective minority of unhappy timeshare owners who are very vocal - and a majority of timeshare owners who are basically fairly content and not saying much of anything.
If we look at the largest Wyndham timeshare FB group - it has about 25k members. The next largest is around 7.5k members. All told if we were to add up the memberships of all of the FB Wyndham groups it would probably total roughly 10% of the 422k owners out there. Perhaps a bit more or less, but my assertion here is that we can assume that the other 90% that don’t join these groups are either suffering in silence - which I think is unlikely - or that the vast majority of these folks are probably fairly content with their ownership - or at least not sufficiently unhappy to go looking for others to share their collective discontent. Misery loves company right?
I would argue that I think your initial thinking that most owners are content is probably true, but we tend to be exposed to the rather vocal discontented minority and therefore we can tend to assume that this is a fair representation of the rest of the ownership.
I oversee a customer success and support organization for my day job. Every day, I’m constantly fighting fires, managing partner and customer escalations, essentially managing unhappy customers. Based upon my daily anecdotal experiences - I would really come to believe that our partners and customer experiences leave a LOT to be desired. Yet, we consistently score a 9.x/10 on our CSAT surveys month to month.
So statistically the hard data tells us that the vast majority of our partners and customers are very happy, but every day my department constantly spends a lot of time and effort dealing with the minority who are squeaky wheels - the very vocal minority of unhappy customers. It can color your outlook if you let it for sure.
I suspect that Wyndham CSAT tells a similar story. The vast majority are pretty happy with their ownership, yet a relatively small minority are not - but this minority screams the loudest. I think we tend to interact much more with this vocal minority than the silent majority. Just my two cents though.
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