1. Davos Klosters

The 2018 Award Winner!

After finishing second last year the world famous resort Davos Klosters managed to claim the win in this year’s Atos Consulting Ski Resort Study. While finishing best in class for their mobile website and joint best for user experience a major factor was the solid experience across all touchpoints. When it comes to supporting the winter sports enthusiast Davos Klosters can rest assured that regardless of a user’s channel the frustration potential is limited. However the competition won’t sleep and Davos Klosters should be wary about this.

  • Desktop Site
  • Mobile Website
  • Mobile App
  • User Experience
  • Progress vs 2017

2. Zermatt

Best User Experience!

Last year’s winner and this year’s runner-up is Zermatt. The main reason for coming second is due to the lack of progress perceived and the scope of their offering solemnly focused on the skiing experience while offering little for the early and late parts of the customer journey. Nevertheless Zermatt can be proud of their offering a with some more development will be in good position to stake a claim for the crown again.

  • Desktop Site
  • Mobile Website
  • Mobile App
  • User Experience
  • Progress vs 2017

3. St. Moritz

Best Desktop Website & Biggest Progress!

St. Moritz, one of the biggest winners in this year’s study, by gaining 9 places, managed to impress us and thus secured the third spot in an all Swiss top 3. This was mainly subject to a new website and app. Thereby mitigating all our three negatives from last year. However it will be interesting to see if this position can be kept next year when almost certainly the competition will attempt to catch them.

  • Desktop Site
  • Mobile Website
  • Mobile App
  • User Experience
  • Progress vs 2017

4. Sölden

Positive

  • Great local map with multiple POIs
  • User centric information architecture
  • Website available in four languages

Negative

  • Can’t buy tickets online
  • No live support
  • Performance of 3D map could be better on desktop website

5. Flims Laax Falera

Positive

  • The mobile app offers added value compared to the desktop site (restaurant bookings, geo-localization services, clear navigation)
  • Ski passes and parking can be purchased directly through the app
  • Modern look and feel of the website, which also looks appealing on smartphones and tablets

Negative

  • The navigation architecture is not intuitive and is not based on user needs
  • No end-to-end experience: functionalities are spread over different portals
  • The mobile app is clearly prioritized over the desktop and mobile website

6. Samnaun

Positive

  • Simple information architecture
  • Some local POIs included in the app
  • Clear information and direction regarding parking lots

Negative

  • Site (samnaun.ch) only available in German
  • Multiple online offerings confuse the customer (samnaun.ch, samnaun-engadin.ch, bergbahnen-samnaun.ch)
  • Tickets can’t be purchased online
  • No live support

7. Saas Fee

Positive

  • Users are informed via push notification about breaking news such as road closures
  • Information architecture based on customer needs
  • Fully mobile-optimized
  • Free Wi-Fi in the village and in the ski area

Negative

  • No change compared to last year
  • Restricted main navigation in the mobile view (not all menu items can be seen)
  • More direct contact with the client would be desirable

8. Jungfrau

Positive

  • The online shop is not only for ski passes, but also for equipment rentals and parking spaces
  • Alongside German, French and English, a Chinese version is available
  • New and fully responsive website

Negative

  • Nested information architecture
  • No native app available
  • No live support

9. St. Anton am Arlberg

Positive

  • The landing page of both the desktop site and the home screen of the app cover many typical use cases
  • The user can record his or her ski day in the app
  • Despite not offering a live support on the website the contact team reacted the fastest of all resorts to our enquiry

Negative

  • Ski passes cannot be purchased online
  • No live support
  • The website could be optimized to assist the user in finding information quicker

10. Arosa Lenzerheide

Positive

  • The only merged ski resort which allows the purchasing of tickets directly in the app
  • Great solution for finding a parking space in the app
  • Simple SOS function in the app

Negative

  • The desktop site is gimmicky and does not provide much information
  • No live support
  • No information about POIs in the villages is provided

11. Portes du Soleil

Positive

  • In the mobile app users can select from wide range of topics they want to receive push notifications about
  • The mobile app offers one of the few usable interactive maps for small screens
  • The webcam page is very well done and even offers a picture history

Negative

  • Passes can only be purchased on the individual websites of the 12 ski resorts
  • The interactive map is practically useless on the mobile site (although the same functionality is very good on the mobile app)
  • The mobile app starts with a splash screen which is annoying and confusing

12. Gstaad Mountain Rides

Positive

  • The support via live chat is very fast and efficient (questions are answered within 30 seconds)
  • There is a possibility of purchasing ski passes online and load them directly on the SwissPass
  • The site is trilingual

Negative

  • No mobile app. Gstaad completly retired this touchpoint
  • Map of the village is only available in a PDF

13. Adelboden

Positive

  • It is possible to purchase ski passes online
  • The functional ski slopes map is without frills
  • Available in several languages

Negative

  • Little to no perceived change in the last 12 months
  • No app is available which hampers offline use
  • Very strictly divided according to sub-resorts

14. 4 Vallées

Positive

  • Ski passes can be purchased online
  • The website is available in 3 language

Negative

  • The 4 ski resorts of the “4 Vallées” have each their own websites and mobile apps, which do not offer a consistent look
  • The webpage is not responsive and can hardly be used on mobile devices
  • 4 Vallées as a whole does not have an mobile app
  • No perceived progress since last year

How the resorts were analyzed

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