I think they are well aware of what's going on. I've seen frustrated youtubers and bloggers post that about the parks and then they'll get a free stay at a Disney hotel after which they take down their negative video/post about Disney. I can't say with certainty that Disney uses hotel stays and VIP access to bribe influencers out of expressing their honest opinions but I strongly suspect that's what's happening.
From how Disney does their press releases, it seems like the one metric that they care about right now is the average per guest spending. So as long as the people in the park are spending more and more, they're meeting their goal. If for some reason, the executives truly can't identify that there is a problem with guest satisfaction, then I don't see how they could have the competence to actually fix anything.
Nothing is a problem at Disney until it starts costing them money.