Asked by an unidentified shareholder how Disney’s Experiences division (which D’Amaro ran before his promotion) balances revenue growth with “maintaining positive guest satisfaction,” D’Amaro offered a fairly lengthy take.
“That is an important question,” he said. “I guess I’d start with the fact that I know that a Disney park visit is a meaningful investment for families that visit us, and our goal is for every single guest to feel that their experience is worth it. Basically, we want this experience to be the best day of a guest’s life. And we’re always measuring our success here. So, for example, we look at things like guest experience ratings, and a guest intent to return after they’ve visited us.
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