Comments and Feedback from Guests

 

Tokyo Disney Resort

Number of Comments/Feedback

FY2019 FY2020 FY2021 FY2022 FY2023
15,112 8,128 14,282 15,158 16,301

Breakdown of Feedback by Content

FY2019 FY2020 FY2021 FY2022 FY2023
Opinions/suggestions 74.7% 69.6% 75.3% 74.6% 69.6%
Compliments (praise) 25.3% 30.4% 24.7% 25.4% 30.4%

Breakdown of Feedback by Route

FY2019 FY2020 FY2021 FY2022 FY2023
Telephone 35.5% 17.1% 16.3% 13.6% 13.1%
Web form 24.4% 48.5% 59.3% 58.4% 60.4%
Letter 21.2% 14.9% 9.7% 10.5% 13.7%
Questionnaire 12.0% 14.7% 9.6% 11.3% 5.3%
Others
(e.g., Information Center)		 6.9% 4.8% 5.1% 6.2% 7.5%

 

Cases of Improvement Based on Guests’ Input

 

Tokyo Disney Resort

Guests with a physical disability requiring using a wheelchair voiced complaints about not being allowed to ride attractions even if they met the boarding criteria. At the time, our rule was to require that guests with a physical disability be accompanied and supported by someone when getting on and off attractions. In response, we established a support system at each attraction based on a collaborative arrangement among cast members, thereby enabling guests meeting boarding criteria to ride some attractions if a cast member is available to support them. This has led to increased opportunities for guests to access attractions.

[Tokyo Disneyland]

  • Pooh’s Hunny Hunt
  • Enchanted Tale of Beauty and the Beast
  • Omnibus
  • Dumbo The Flying Elephant
  • Castle Carrousel
  • The Happy Ride with Baymax
  • Buzz Lightyear’s Astro Blasters
  • Monsters, Inc. Ride & Go Seek!

 

[Tokyo DisneySea]

  • Toy Story Mania!
  • Soaring: Fantastic Flight
  • Nemo & Friends SeaRider
  • Jasmine’s Flying Carpets
  • Scuttle’s Scooters
  • Blowfish Balloon Race
  • The Whirlpool
  • Caravan Carousel