Performance in People - Mystery Shopping


DISNEYLAND PARIS: Dougs Travel Blog and Experience Report

Thursday 23rd August 2018

Doug’s Diary:

Can you believe it? After getting back from Vegas, I changed my look and off I went to Disneyland Paris!

I accompanied Abi Turner, PiP’s Continuous Improvements Director, to Europe’s most popular theme park. The magical park was opened in 1992 and sees an eye-popping 15 million visitors per year.

Abi and her Fiancé Sean surprised his lucky sons (and me!) with the holiday last week. Can you imagine the overwhelming excitement the boys experienced (and the adults too I imagine)!

We explored the original Disneyland Park as well as the newer park of Walt Disney Studios over 5 days, clocking up an impressive 36 miles worth of steps each! The blisters were worth it to experience the special event ‘Marvel Super Heroes of Summer’. The boys and I got to meet all the Super Heroes in the latest blockbusters and experience new shows.

After walking lots, eating lots and meeting all the Disney characters it was time to drive back to the Isle of Wight. I am sure I speak for the boys as well as me that there was no way I wanted to return! I am already looking forward to the next adventure!

Disney’s Customer Experience

Touching on Doug’s magical experience above, PiP have followed the Disney Customer Experience closely as it is a prime example of how to maintain high quality whilst building customer loyalty. Every organisation can take notes on how The Walt Disney Company have adapted over the years to continue to be one of the world’s best loved brands.

Once upon a time, Disneyland opened in 1955 and was not the magical experience we know today. It suffered from overcrowding, water shortages and unfriendly employees who treated customers poorly. So, what did Walt Disney do? He installed water fountains and hired new employees who had been taught the newly formed ‘Disney Etiquette’. By coaching his employees and installing a simple change such as water fountains it had a profound effect gaining a good customer service reputation.

Every organisation strives to provide a service for customers that leaves them wanting to come back for more.  A surprising fact is that Disneyland's main customer base is local customers, visiting the park multiple times a year with an annual pass. This level of customer loyalty stems from employees providing guests with a service that leaves them with a positive and lasting impression of how they were treated during their visit. The key is to not see the individual customer in the short term but in the long term to truly unlock value.

Disney gives employees a clear quality standard to work to, without the need for them to work from a ‘robot-like’ script. This freedom allows employees to interact with guests on a more personal level, adding to the enhanced customer experience. Disney believe when people are trusted to do their job and are given clear expectations, rather than an instruction manual, they feel more valued and empowered. This responsibility creates a sense of ownership for an employee, and an intrinsic desire to perform well at their role. 

Walt Disney said it best “Do what you do so well that they will want to see it again and bring their friends”.  If you would like to read our full report on ‘The Disney Experience: Making the Magic Happen’, contact us today at: or give us a call on: 01983 568080.

Mystery Shopping | Training | Audits | Customer Surveys

Email this page to a colleague


Please submit your contact information below and we
will email the information directly to you.


Which information do you wish to access?

This site uses cookies to store information on your computer. Some of these cookies are essential to make this site work and others help us to gain insight into how it is being used.
These cookies are set when you submit a form, login or interact with the site by doing something that goes beyond clicking some simple links. We also use some non-essential cookies to anonymously track visitors or enhance your experience of this site. If you're not happy with this, we won't set these cookies but some nice features on the site may be unavailable. To control third party cookies, you can also adjust your browser settings. If you wish to view any policies or terms of usage that you cannot find on this website, please contact us. You can change your mind and opt-out at any time by clicking the ✻ icon above.
I consent to cookies
I don't consent to cookies