VOC or Voice of the Customer is the term used to describe the stated and unstated needs or requirements of the customer. The objectives of a project depend on what the customers requirements are. In this case the customer are my kids, my main stakeholder and project sponsor is my husband. All of their “voices” need to be heard. Before the trip, I asked my children what rides they wanted to do, shows they wanted to see or even characters to meet. Since they are all in tweens and teens, their memory of the Disney Channel days is dim so we had to watch the Disney movies again so they will be familiar with the stories and characters. Our trip went well, based on the three constraints (cost, time, energy) although not 100% in the scope were done.
It took a while before I can complete this post (this is part 4 – previous parts link above)
because my kids just handed me their feedback today, 2 weeks after the trip. Well, they said it was hard to choose their favorite rides, attractions and shows from all the 4 parks. I only asked 5 from each park and rank per level of likeness (ranked by all 5). Here is the verdict:
- RANK #3 Splash Mountain - they remembered that 50-ft drop
- Space Mountain – the dark rollercoaster ride that really scared me
- Big Thunder Mountain – the drops and fast turns were exciting
- Pirates of Caribbean – they liked all the animatronics rides but this one stood out
- Seven Dwarfs Mine Train – the kids were not thrilled anymore after experiencing all the mountains, but they all liked it anyway
- Astro Blasters – shooting is our favorite
- Monsters – “we were already laughing but Mom is still staring at the screen” (slow or couldn’t get the joke, or just needs to be ready to be focused on camera LOL)
- Fantasmic Show – because this is included in a dining package at Hollywood and Vine, we were in a good spot and walked in a VIP lane
- Star Tours
- Toy Story Mania
- Indiana Jones
- RANK #4 Jedi Training and meeting all the Star Wars Characters
- RANK #2 Soarin
- RANK #5 Mission Space
- Test Track
- Frozen – only Mom liked it. This is where Alexus asked, “How come this is called Fastpass lane when the line is slow?” he was so loud that the cast members heard it to say this is a popular ride and new.
- RANK #1 Avatar’s Flight of Passage
- Kali Rapids
- Festival of Lion King
I used Fastpass to book most of these rides and shows but for some of them we rope drop or line up as soon as we arrive. Definitely, FOP, Slinky Dog, Soarin, Test Track and all roller coasters for me are worth the fastpasses. Shows and meet and greets, you can rope drop or wait for low wait times. I’ve observed that during lunch time and when there is a parade, the wait times are lower so check MDE app often.
In as much as I liked meeting the characters up close and have a photo with them, the kids didn’t like it. We lined up for Cinderella and Elena meet n greet near the Castle because it says on the My Disney app that it only takes 10 minutes to wait but it ended up 60 minutes. Of course, my Alexus complained. “Why are we lining up this long?” “Can we not use a Fastpass for this?” “Who is this character we are meeting?” Meeting Star Wars characters was a different story. The kids didn’t mind waiting and the area where we are standing in queue are all decorated with Star War’s elements and Storm troopers are walking around so I think it kept them interested.
What would you do better or try next time?
The following are the rides that we really liked but were not able to go to. We either missed it during our FP schedule (we are only given a 1-hour window), we didn’t get a FP reservation (all schedules were taken) or it broke down while we were already lining up:
- Slinky Dog – Hollywood Studios
- Rock n Roller starring Aerosmith – Hollywood Studios
- Everest – Animal Kingdom
- Navi River – Animal Kingdom
- Mission Space (Mars) – EPCOT
- Tower of Terror – Hollywood Studios
- Beauty and the Beast live – Hollywood Studios
- Dinosaur – Animal Kingdom
- Illuminations – EPCOT
- Watch the March of the First Order in full – Hollywood Studios
Notice we missed rides and attractions at Holllywood Studios because of too much time waiting in line to meet and greet Kylo Ren, BB-8 and Chewbacca. This means that there is a need to go back after the Star Wars Land is completed and more rides are available. I hope the Project Sponsor /CFO will agree to the Phase 2 of the Project LOL!
Meet and Greets to do
Because the kids didn’t like to wait in line for the meet and greets, the next time will need to include character breakfasts or dinners to meet them and get more personal interaction. Dining plan is a must in the next trip because each character dining will make you fall off your chair after seeing the bill. This is something for the CFO to consider.
- Winnie the Pooh and Friends – Crystal Palace
- Cinderella’s 2 sisters – Back of the Castle
- Princess Jasmine and Aladdin – Morocco
- Mulan - China
- Belle and Beast – book dinner at Be our Guest
- Rapunzel and Flynn Rider – Trattoria Al Forno
- Ariel and Prince Eric – Trattoria Al Forno
- Or dinner at Akershus to meet all Princesses – I hope he agrees because he liked the encounter with Cinderella– kinikilig pa nga eh hahaha
Overall, I would say since the kids enjoyed and were happy, we are all happy – project was successful. Our experience was not the same as how younger kids would describe it. Yes, we can call it fantasy land but we have a more mature outlook now that the kids have grown. There is a certain experience that I couldn’t put in words but earns my respect and admiration for Disney. All the theming, processes, planning, communication geared towards ultimate customer satisfaction. Service was impeccable – every cast member is knowledgeable, helpful and ensured that we are safe, informed, satisfied, served right. One of my sons who has an entrepreneurial spirit told me that “Disney is very good Mom, all the shops are in the right locations – after each popular ride to keep the guests buying stuff. I wonder how much Disney earns daily.” The Disneyworld experience is an eye opener for us. I know we already tried our best to make it memorable and maximized our investments, but we gained more. The Innovations stirred our creative minds, new plans and upcoming attractions we saw opened our eyes to how vast and endless possibilities there are. Disney gave us insights more than the fantasy. Magical if you would say, yes, we had a Magical Disney Experience.
We thank the Lord for this answered prayer.
We thank the Lord for this answered prayer.