According to research that considered 15 casinos and 12,044 employees, all of them showed better quality services.<\/p>\n\n\n\n\n\n\n\n
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 \u201cmystery shopper\u201d volunteers. <\/p>\n\n\n\n
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.<\/p>\n\n\n\n
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.<\/p>\n\n\n\n
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.<\/p>\n\n\n\n
The research team collected an aggregate of 1,840 casino employee samples \u2013 based on researcher observation \u2013 in order to assess various services on Macau\u2019s mass gaming floors. The final aggregate score of each staff member is defined as an average of smiling, proactiveness, and tolerance.<\/p>\n\n\n\n
The index is compiled by the Macau Gaming Research Association and conducted by SGS Hong Kong Ltd.
<\/p>\n","protected":false},"excerpt":{"rendered":"
According to research that considered 15 casinos and 12,044 employees, all of them showed better quality services.<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"is_press_release":false,"is_interview":false,"is_opinion":false,"focusai_summary":"Macau's casino sector demonstrated a 9.81% increase in its overall service index from the previous year, according to a report by The Macau Gaming Research Association (MGRA) and SGS Hong Kong Ltd. The study, utilizing 'mystery shopper' methodology, evaluated service quality across 15 mass market casinos and 12,044 employees, assessing metrics such as smiling, proactiveness, and tolerance. While quarterly results fluctuated, the annual aggregate indicates an improvement in operational service standards within the region's gaming properties.","focusai_entities":"The Macau Gaming Research Association, MGRA, SGS Hong Kong Ltd., Altira, COD, Galaxy, Grand Lisboa, Jai Alai- Oceanus, Lisboa, MGM, MGM Cotai, Parisian, Sands, Star World, Studio City, Venetian, Wynn, Wynn Palace","focusai_location":"Macau, Hong Kong","focusai_target_profile":"ceo_executive (0.9), operator_casino (1.0), marketing_crm (0.85), investor_analyst (0.9), journalist_researcher (0.95)","focusai_suggestions":[{"label":"Service Index GGR Correlation?","query":"What is the observed correlation between the reported service index improvements and the GGR\/NGR trends within Macau's mass market segment over the corresponding period?"},{"label":"Operational Best Practices?","query":"Which specific operational best practices or training initiatives are Macau operators implementing to achieve and sustain these elevated service quality metrics across their diverse employee base?"}],"footnotes":""},"categories":[160,28,16338],"tags":[29,257],"class_list":["post-1181","post","type-post","status-publish","format-standard","hentry","category-asia-pacific","category-casino-news","category-east-asia-news","tag-casino","tag-macau"],"_links":{"self":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/1181","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/comments?post=1181"}],"version-history":[{"count":7,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/1181\/revisions"}],"predecessor-version":[{"id":1210,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/1181\/revisions\/1210"}],"wp:attachment":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/media?parent=1181"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/categories?post=1181"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/tags?post=1181"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}