ford91exploder
Resident Curmudgeon
Why wouldn't they? The position of the Disney haters ("critics" if you prefer the term) is always that Disney's management is in it to get as much money out of their customers as possible, right? Even if I concede that point, it still follows logically that the best way to separate customers from their money is to persuade them to give you more of it by keeping them happy. In other words, the profit motive incentivizes listening to guest feedback. There's no theory wherein "Disney only cares about money" leads to "Disney ignores guest feedback on purpose."
The only survey questions where management's wishes and guests' answers would not be in sync would be questions about pricing. For questions about product offerings, quality, options, and initiatives, management's incentive is aligned with guest incentive because happy guests pay more money.
Your argument holds true if the goal is long term profitability, In the short term cost cuts and price increases generate more immediate revenue boosts. The question is is for P&R is Disney looking at the next decade or the next quarter. If the next decade is the correct answer measures which enhance guest satisfaction are the way forward, If Disney is only looking at the next few quarters then you will see more cuts, upcharges and price increases.
Unfortunately so far the ground truth is indicating that it's the next few quarters with no heed to the next decade.