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WB's guests highly likely to promote experience

Net Promoter Score — people who would recommend whistler — on the rise in recent years



Whistler Blackcomb has released its Net Promoter Score for the first time, showing that 87 per cent of its customers would recommend it with top marks.

Those customers rate Whistler Blackcomb a nine out of 10 or a 10 out of 10 when asked the direct question: how likely are you to recommend our company/product/services to your friends and colleagues?

That's one of the highest percentiles of NPS for ski resorts in North America.

"It's something that we're very proud of," said Stuart Rempel, senior vice president of marketing and sales.

"There's always lots of discussion around service in the community and... a clear area of focus for us over the years is measuring our quality assurance."

Whistler Blackcomb has a Quality Assurance (QA) department, which looks at the results week in and week out, making changes on a weekly and sometimes daily basis. A more in-depth review is done twice a year in the summer and the winter.

"(The Net Promoter) is continuing to improve and it has every year," said Rempel.

In addition to its Net Promoter Score, Whistler Blackcomb also looks at friendliness of staff, variety of trail, the overall ski experience, food and beverage, ski school — the gamut of services.

Feedback from guests is critical.

"That's what drove us to make the $18 million capital investment," said Rempel, referring to the new Harmony 6 chair and the new Crystal Ridge chair. "The two new lifts are being put in based on feedback from our customers."

Whistler Blackcomb is constantly looking at things like Twitter and Trip Advisor — different customer inputs — to gauge customer satisfaction.

Rempel said: "We're seeing where we can improve, where we're doing well but we're always focused on trying to get better, continually trying to get better."

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