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When Revenue Growth Damages Customer Experience | Disney, NPS & Analytics
Автор: Reboot with Analytical Thinking
Загружено: 2026-01-17
Просмотров: 76
Описание:
Revenue growth looks great, until customer trust starts to fall.
In this video, I analyse a Disney theme park scenario where:
Premier Access revenue increased by 20%
But Net Promoter Score dropped by 10 points
Using data analysis, I explain:
1. Why waiting time behaves like traffic, not a simple queue
2. How to identify the breakpoint where customer tolerance collapses
3. Why NPS is driven by both experience and perceived fairness
4. How analysts should evaluate trade-offs under fixed capacity
It’s a lesson in data-driven judgement and a practical analytic framework for problem analysis.
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