Macau: all casino services improved, survey says

According to research that considered 15 casinos and 12,044 employees, all of them showed better quality services.

Macau.- All casinos from Macau reached an increase of 9.81 per cent in the service index from last year. The number comes from a report published by The Macau Gaming Research Association (MGRA) that made subjective research with some “mystery shopper” volunteers. 

Per quarter this year, the overall gaming service index reached 128 in the first quarter of 2019, went up to 137 in the next two quarters and declined to 113 in the last, all higher values than in last year.

The study covered the mass markets of 15 local casinos, with the association anonymous researchers evaluating the service quality of 12,044 employees in the properties, half of them dealers, and the rest including security staff, F&B and slot machine staff.

The properties evaluated included Altira, COD, Galaxy, Grand Lisboa, Jai Alai- Oceanus, Lisboa, MGM, MGM Cotai, Parisian, Sands, Star World, Studio City, Venetian, Wynn and Wynn Palace.

The research team collected an aggregate of 1,840 casino employee samples – based on researcher observation – in order to assess various services on Macau’s mass gaming floors. The final aggregate score of each staff member is defined as an average of smiling, proactiveness, and tolerance.

The index is compiled by the Macau Gaming Research Association and conducted by SGS Hong Kong Ltd.

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