Is Lower Guest Satisfaction & Loyalty the New Normal?

National Ski Areas Association (NSAA) data show that winter resort visitors have been less satisfied with their experiences than at any other time in the last decade. The declines are significant and appear to be real. Fortunately, they do not apply to all resorts across the country—just the largest and most popular ones. However, that finding is likely a result not only of guest experience but also data collection and processing.

The results from NSAA’s 2022-23 “Kottke End-of-Season & Demographic Report” provide warnings about how pricing, crowding, and increased guest expectations, among other factors, appear to be hurting guest satisfaction and loyalty.