Walt Disney, the founder of The Walt Disney Company, once said: “Disneyland will never be completed… it will continue to grow as long as there is imagination left in the world.” At Tokyo Disney Resort, our aim is to listen to the voices of our Guests so that we may continue to evolve and to offer all our Guests the wonder and magic of the Disney experience.
The comments from the Guests visiting Tokyo Disney Resort offer myriad clues as to how we can make the resort even better. The opinions, requests and compliments relayed directly to Cast Members at the Information Center are shared throughout the Group via our intranet and at routine meetings, and they help us make necessary improvements to our services promptly. We have also established a Guest Relations Center at Tokyo Disney Resort in an effort to offer our Guests an open and inviting environment in which to submit their opinions and requests.
Beyond this, we ask Guests visiting our Parks and Resort for their cooperation with questionnaires and interview surveys as part of ongoing efforts to learn their opinions, requests and evaluation of the services we provide. These comments are analyzed and shared within the organization, and we use them to explore and implement a wide range of measures aimed at improving the safety and quality of our services and facilities.
In FY2010, we made further efforts to separate smoking and non-smoking areas in the theme parks based on Guest feedback; we created new indoor smoking rooms and clearly marked the smoking areas. In addition, to combat the summer heat, we installed more parasols and spray misting devices in the theme parks.
Some examples of improvements we have made based on customer feedback include further separation of smoking and non-smoking areas in the theme parks, placement of smoking rooms and clear demarcation of smoking areas. We also considered Guest feedback in installing additional parasols and misting devices throughout the theme parks in order to combat the summer heat.
The OLC Group remains committed to learning from Guest feedback and will continue to make every effort to identify the social concerns and needs of our customers to create further happiness.