The visitor satisfaction project
is undertaken in collaboration with the ski lift companies and Boards.
The Visitor Satisfaction Report documents the results of a series
of surveys of Resort visitors.
documented in the reports are the most comprehensive undertaken
for the Victorian Alpine Resorts. The Report provides a wealth of
Resort-by-Resort comparative information on the profile of mountain
visitors, including demographics, trip intentions and the quality
of their snow experience, as well as including a broad range of
visitor ratings for the facilities, services, activities and snow,
to measure visitor satisfaction.
of visitor satisfaction have been carried out in the past, these
are the first consistent Victorian Resort-wide surveys conducted.
They are the result of a partnership being forged between the Council,
as the survey co-ordinator, the ski lift companies and the Alpine
Resort Management Boards, which conducted the surveys on each mountain.
Data was collated by the consultant company, Woolcott Research.
The Winter 2011 Visitor Satisfaction Report shows that there are high levels of satisfaction at all Resorts, with only minor variations between Resorts. There was a small fall in visitor satisfaction in 2011 compared to 2010. There are significant differences in the demographic and activity profiles across Resorts. Tobogganing, snowplay and sightseeing are increasingly important, particularly at Lake Mountain and Baw. More experienced visitors favour Falls Creek, Mount Buller and Mount Hotham. There is a large group of ‘every year’ visitors (41 percent) and, importantly, 17 percent described as ‘never before’ visitors. Victorians continue to be the predominant visitor group and there is a small, but significant, proportion of overseas visitors.
2011 Visitor Satisfaction Report (PDF 1.9 mb)
2010 Visitor Satisfaction Report again recorded a high level
of visitor satisfaction across the resorts and confirmed a
shift in the ratio of female to male visitors. The survey
was expanded in 2010 to gain insights into the household income
of visitors and ethnicity, with the results varying markedly
between the resorts. Between 30 and 38 per cent of visitors,
depending on the resort, engaged in snow boarding, with tobogganing,
snowplay and sightseeing of increasing importance.
2010 Visitor Satisfaction Report (PDF 1.54 mb)
2009 Visitor Satisfaction Report shows that there are clear
differences in visitor profiles, demographics, activities
and snow experiences between Resorts, reflecting the distinctive
characters of each mountain. However, the Report also shows
that there is a high level of visitor satisfaction at all
Resorts, with high ratings recorded for overall experience,
overall value for money, overall customer service and overall
2009 Visitor Satisfaction Report (PDF 1.54 mb)