2018 Net Promoter score 48% P o t 26% 61% tu e 13% 27


When deciding which attractions to visit, travelers consider value (79%), cleanliness (78%), and friendly staff (71%) as the three most important characteristics. Generally speaking, attractions are delivering well on most of the key attributes visitors are seeking; overall guest satisfaction improved last year by 0.05 to 4.4 on a five- point scale, on par with our four year average. However, there’s one area that saw the most significant drop in guest satisfaction (4.21 out of five), and it wasn’t undercooked hamburgers:


It was friendly staff.


With the tagline “Putting the F.U. in Fun,” the Dick’s Last Resort chain of restaurants has become notorious for intentionally hiring obnoxious servers, who verbally abuse and insult their guests. Last Resort diners may be forced to wear over-sized and uncomfortable bibs and hats – often thrown at them – with intentional mistakes in orders or servers ignoring their diners for long periods of time.


But that'”s not why visitors are coming to your attraction.


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