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Are they each giving you more for your money? Well, that's certainly subjective. However, it certainly seems as if enough people (in both cases) feel they are and that's what matters. If everyone stopped buying BMWs because of the price, they'd have to do something to bring customers back. BMW hasn't reached that price level and (apparently) neither has Disney. Will either of them ever reach it? I have no idea. But, again, it doesn't mean I (or anyone else) has to like the price increases or try and paint a pretty picture on them.
I, like many others feel Disney is getting closer to that point where we don't feel we're getting enough for what they're charging us. Not quite there yet (for me anyway) but getting closer.
Agreed. Disney does take customer surveys - and cares about customer satisfaction and all that - but only as a predictor / guage of future profit. So I think two things here:
1. Rick, you are right that if a customer survey shows displeasure but the money keeps rolling in....so what? There's no need to fix what ain't broke, and broke is ultimately defined in terms of profit.
2. Searcher, I think you are right in that Disney has a very attuned sense of precisely how customer satisfaction impacts profitability. Any management's job is to protect/enhance profitability...but like the hedonistic paradox, one can't simply count money and expect that's enough to sustain or build profit - there has to be a focus on the means to the end.
So I think Disney does measure and maintain certain levels of customer satisfaction KNOWING that ultimately a dip in that satisfaction will result in an impact to profits. And management can't wait around to prove that again and again, rather, they have to take the experience they have from before and act upon it. In this case, that means that a customer survey might show that satisfaction is down in some area, and they'll go in and fix it - so as NOT to wait for the expected impact to profits.
As an example:
WDW could do a survey on how people feel about the outdoor heat. On hot days, they'll find people complaining. But, you know, there's historically no tie to profitability, or at least there's nothing they can do about it anyway. So why bother asking the question?
Instead, they ask about things that they DO have control over, AND they ask questions they've asked before, so they can see over time how the scores have changed, AND they have a sense or formula showing how those numbers impact profitability.
And so yes, if the surveys show decreasing sat scores, they will use levers to tweak the scores back up, always keep an eye on ROI - the comparison of the cost of the improvement to the impact on profit.
Bottom line: I think you're both right in some measure. Disney will do surveys and make changes in advance of the impact on profitability. But I also think that any survey and resulting investment/enhancement has to tie to profitability in some way.
Note that simple things, like happy CMs or towel animals in your rooms can tie to profitability in a positive way. The product/service doesn't have to directly produce revenue to impact profitability. So the fact the surveys have to tie back to profitability does NOT mean that Disney automatically slides back to become a six flags.