Assignment

Watch these 5 videos explaining the overview of a variety of methods of managing and improving customer satisfaction by reducing waiting time and perceived waiting time in Disney theme parks worldwide. The concept, testing, implementation, and results of one 'imagineering' initiative at Disney World--the innovative Fast Pass system are described and highlighted. Fast Pass reduced waiting time, increased 'rides per capita' a Disney management measure, and redistributed traffic flows, all leading to improved customer satisfaction at Disney World.

Write a paragraph or more for each of these questions:

What methods does Disney use to manage and improve customer satisfaction?

What was your opinion on their methods, do you consider them effective?

What is a good experience you have experienced waiting for an experience or service?

What is a bad experience you have experienced waiting for an experience or service?