February 1998 Newsletter

KEEPING THE CUSTOMER SATISFIED

Visitors to the Great Barrier Reef are primarily influenced by the quality of corals and fish they see, and the professionalism of staff in charge of their day's activities, according to a recent study by the CRC Reef Research Centre Ltd.

The study undertaken by CRC researchers at JCU, examined a range of qualities, or benefits, that visitors seek from a one day reef trip, and how natural conditions and operator services influence their level of enjoyment.

In their published report, Visitor Experiences and Perceived Conditions on Day Trips to the Great Barrier Reef, authors Scott Shafer, Graeme Inglis, Vicki Johnson and Nadine Marshall, say experiencing nature close up rates as the most important benefit for visitors on both large and small style trips.

The survey of 1,920 visitors between Cairns and Townsville during 1995-96, found the most positive factors affecting enjoyment relate to the natural environment (ie: coral, fish and marine life) and services offered by staff. (ie: information provided). Poor weather conditions on the day had a major negative effect on some people.

Surprisingly, more than half of the visitors surveyed (67%) had previously visited other coral reefs, with almost a third (27%) saying they had visited the Great Barrier Reef before. In general, return visitors are less likely to rate the condition of corals as highly as first-time visitors, probably because they are more sensitive to the setting.

Most people participated in activities provided by the tour operator, the report says. More than 80% of visitors make use of "passive viewing" from underwater observatories of semi-submersables at pontoons and almost as many snorkel. Those that snorkel feel they receive much more out of their trip than those who stay "dry".

Only a small percentage (between 11 - 14%) of those who snorkel at pontoon sites take a snorkelling tour with reef interpreters.

Scuba diving also has relatively low rates of participation at pontoons (10 - 16%).

Another finding "that visitors are not overly concerned about numbers of other people on the same trip. Only a small percentage (12%) believe large numbers have a negative influence on their experience. People travelling with smaller operators (less than 50) are generally very satisfied, with 92% saying the numbers are 'about right.' Return visitors are more likely to travel on smaller boats and therefore are more likely to experience fewer people.

The report has some interesting implications for some park managers. It recommends a site management model based on using indicators and standards of environmental quality rather than a more subjective number-based "carrying capacity" limit.

The authors say 'Limits to Acceptable Changes' (LAC) framework relies on a set of natural and aesthetic indicators to determine use. Establishing such a framework requires an understanding of the range of opportunities sought by visitors and the conditions that influence perceptions of environmental quality - something supported by resource mangers and tourist operators alike.

The report says greater attention to behaviour management and site design could help accommodate larger numbers of visitors at individual sites. For example, systematic site analysis to position floatation devises at platforms for snokellers and well designed interpretative trails, for use by divers and snorkellers, could assist making sites more desirable.

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