I just received a request from Marriott International and CEB, an independent research company, to fill out a survey about Marriott service. I gave them excellent grades on most issues until I got to a question about customer service via WEB site and/or phone. There, the grades went down dramatically. On my most recent inquiry, I had been unable to reach them in a timely fashion either by WEB site or phon. I made clear in the comments how poor the phone service has become with 20 and 30 minute waits to even speak to a representative.
Did anyone else get this survey?