Of all staff groups, table game dealers scored lowest on lowest gaming service index in the study.
Macau.- The Macau Gaming Research Association has reported the results of the 2021 Annual Gaming Services Index. While the overall average score remains stable from 2020, casino staff’s “smiling” and “tolerance” ratings were down from the previous year.
The Gaming Service Index has been carried out since 2013. Mystery Shoppers surveyed 12 representative casinos at City of Dreams, Galaxy, Grand Lisboa, Grand Lisboa, Grand Lisboa, MGM Cotai, MGM Macau, Sands, World of Stars, Studio City, The Venetian, Wynn and Wynn Palace.
The 2021 sample size was down by a third from 2020, covering 864 casino workers, including security guards, dealers, cashiers and more. Due to the Covid-19 pandemic, visits were conducted in the last quarter only in two rounds. The average score in both rounds was 130 points, the same as in 2020.
The score for each worker is defined by average smile, initiative, and tolerance, but the current mask mandate due to the pandemic meant that researchers had to evaluate other facial cues. “Proactiveness” levels hit an all-time high this year at 163, while tolerance performance declined.
The report noted a significant drop in “tolerance” performance in tables games to 96. Among all employee groups, table game dealers had the lowest score.