Baldy: The Best Family Friendly Ski Hill in The Okanagan
Baldy Mountain Resort is the ‘best family-friendly ski resort in the Okanagan’ and we can prove it! AGM, Andy Foster shares some of the inside information that continues to help Baldy deliver you the best experiences around.
Data is revolutionizing ski resorts. The way ski area owners and managers use that information to best serve their customers is an integral part of this revolution.
First, a little bit of background. The Canadian Ski Council is helping ski resorts with the big data revolution through the Snow Sports Survey and the Net Promoter Score (NPS) index . The survey and data harvested from it help resorts to better understand the habits of skiers and snowboarders in their region. Skiographics is the term they use.
The NPS index is a management tool that can be utilized to gauge the loyalty of a company’s customer relationships. It serves as an alternative to traditional customer satisfaction research and contains correlations with revenue growth. NPS has been widely adopted by more than two-thirds of Fortune 1000 companies.
Why Does This Matter?
To provide the best programming, the right mix of grooming and powder, terrain park features, dining experiences and guide the long-term vision of the resort, we need to further understand who our users are. But most importantly, if they are happy with Baldy’s offerings.
Baldy collected survey responses during the 140 days of operations last season. Here’s what we learned:
We are family friendly.
Over 50% of our traffic is families with children.
We are a community.
Only 6% of you came alone, and I would bet you that you met a great group of people to ride with and that you have maintained those friendships long after you left.
You are a Baldy fan.
91% of you indicated that you will be back to Baldy this season.
Tip from a local: get your pass while it’s cheap.
See you in less than 150 sleeps!
Our overall NPS index scored a 9.2/10 average across all categories; here is where the data comes in. Those who responded with a score between 9 and 10 are called Promoters. Promoters are considered customers who are likely to exhibit value-creating behaviours, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers.
Even More Proof
We ran a social media test to see if our metrics and assumptions were correct. More than 2,000 people were reached and the results are clear.
Why do YOU love Baldy?
Baldy Mountain Resort delivers great value for its prices. The season passes are priced at an average of six utilizations, rather than the industry average of eight or nine.
While big data and analytics will help guide the decision-making processes of the resort, it’s important to know that Baldy is using the best specialists, latest innovations, and has its eyes on you – the Baldy Mountain enthusiast.
Feel free to drop us a line and tell us what you loved last season or would like to see more of, and we will continue to do our best to make it all happen.