But see, that's what I said -- they will cut costs until they see a negative effect on revenue. If customers are unhappy enough to stop going (and in enough numbers to have an effect on revenue), then you will see changes. If people are lining up just like always, then it makes no difference to Disney whether some people are unhappy. If you are unhappy but still spending money, then in their eyes, you aren't that unhappy.
To give an example: There's a restaurant near me that used to have fantastic food and service. It was frequently featured on tv shows and was always crowded. Slowly, the service got worse (high turnover of staff), the food became inconsistent and increasingly more expensive (far more expensive than comparable restaurants) and the portions got smaller.
We used to go nearly weekly, but then we stopped going entirely and haven't gone in years. Visited them last week and all the same issues were present --maybe more so.
Guess what? It's still totally packed. None of the families I know go there any longer (we all have the same issues). But yet it's full of tourists and snowbirds -- i.e., people who have no experience with the former quality or people who are visiting based on what they've heard on t.v.
I think that's probably a good analogy. YMMV.
