Identifying Root Causes and Building the Foundation for Lasting Improvements

Assessment Before Improvement

At MMG, we take a thorough, hands-on approach to assessing both your customer and employee experiences. Whether you need one expert or a team, we’ll evaluate your entire customer journey—across both physical and digital spaces—and dive deep into the data that tracks satisfaction. If you don’t have that data yet, we’ll help you capture it.

Our assessments go beyond the basics. We’ll walk your theme parks, sail on your ships, stand in your kitchen, and walk the floors of your contact centers to see, hear, and gather observations firsthand. In addition, we can create and deploy qualitative and quantitative research, including focus groups, to gather deeper insights directly from your customers and employees. We focus on turning insights into actionable implications, helping you understand what’s working and where improvements are needed.

We also evaluate how your employees feel about their work environment and how it impacts customer service. Unlike generic secret shopper reports, we provide executive-level analysis based on years of theme park and hospitality experience. Our tailored recommendations refine your operations, boost efficiency, and create a culture of accountability, all while ensuring alignment with your brand promise.

“When we consider a project, we really study it – not just the surface idea, but everything about it.” -Walt Disney