Policies, Regulations and Management Structures

Learning from Guest Feedback

Tokyo Disney Resort

Walt Disney 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 Guests visiting Tokyo Disney Resort offer a myriad of clues as to how we can make the Resort even better. The opinions, requests and compliments relayed directly to Cast Members at each facility are shared throughout the OLC Group via our intranet and at routine meetings, and they help us make necessary improvements to our services promptly. We have also established an Information 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.
We have asked Guests visiting Tokyo Disney Resort to respond to questionnaires and interview surveys as part of ongoing efforts to collect their opinions, requests and evaluation of the services we provide. In addition, in FY 2017, we strengthened our feedback gathering system by starting to accept inquiries via web form to help Guests who find it difficult to make inquiries over the telephone, such as those who live in a different time zone and thus would need to bear expensive phone charges and those with a hearing disability. In April 2019, we also started accepting web form inquiries from Guests on our website.
Furthermore, in December 2019, we launched a dedicated web form for inquiries on defects, malfunctions and other concerns related to our products.
The feedback we receive from Guests are diverse, ranging from those concerning Cast Members’ Guest services and Theme Park rules and procedures, to those related to the Theme Park facilities and environment as well as the products we offer. We share all comments from our Guests within the organization and put them to use in a wide range of measures aimed at improving the safety and quality of our services and facilities.

Actions and Performances

Guest feedback

Tokyo Disney Resort

Total number of comments and feedback

FY 2019

15,112

Breakdown of feedback by content

Opinions/suggestions Compliments (praise)
FY 2019 74.7% 25.3%

Breakdown of feedback by route

Telephone Web
form
Letter Questionnaire Others
(e.g., Information
Center)
FY 2019 35.5% 24.4% 21.2% 12.0% 6.9%
Accepting Guest comments at our Information Center
拡大
Accepting Guest comments at our Information Center
Tokyo Disney Resort <br/>Information Center
拡大
Tokyo Disney Resort
Information Center

Examples of improvements made based on Guest feedback

On the facility front, misting devices and electric fans were installed in the queuing areas of multiple attractions and additional umbrellas were strategically placed to alleviate the summer heat.

Misting fans and electric fans installed to alleviate the heat based on Guest feedback
拡大
Misting fans and electric fans installed to alleviate the heat based on Guest feedback

In addition to facility improvements, we upgraded our Guest services by introducing a smartphone-based information system that allows Guests to obtain information on the operational status of attractions and restaurants.
We introduced our official app, which allows Guests to obtain Park maps and information on attraction/restaurant waiting times through their smartphones. We also introduced an online shopping function named Tokyo Disney Resort Shopping through the app, allowing Guests to purchase goods through the app when visiting our Parks. The app is helping to reduce Guest waiting times and alleviate overcrowding. Moreover, in July 2019, we also began offering the Disney FASTPASS through the app.
 

Operational status and other information can be checked via smartphone.
拡大
Operational status and other information can be checked via smartphone.