{"id":13404,"date":"2021-01-14T22:26:49","date_gmt":"2021-01-14T22:26:49","guid":{"rendered":"https:\/\/focusgn.com\/asia-pacific\/?p=13404"},"modified":"2026-04-23T22:41:13","modified_gmt":"2026-04-24T01:41:13","slug":"macau-gaming-service-index-up-17-points","status":"publish","type":"post","link":"https:\/\/focusgn.com\/asia-pacific\/macau-gaming-service-index-up-17-points","title":{"rendered":"Macau gaming service index up 17 points"},"content":{"rendered":"\n

A mystery shopper survey found casino workers are more proactive and smiling more but also less tolerant with customers.<\/p>\n\n\n\n\n\n\n\n

Macau.- The Macau Gaming Research Association revealed the results of its last Gaming Service Index corresponding to the last quarter of 2020.<\/p>\n\n\n\n

The index improved by 17 points against the same quarter in 2019, reaching 130 points.<\/p>\n\n\n\n

The Association said that due to the Covid-19 pandemic the last evaluation was based on only two rounds of mystery shopper surveys, which visited casinos in October and November.<\/p>\n\n\n\n

The surveys assessed baccarat service at tables with between one and five players as well as performance in areas such as cashiers, cloakrooms, membership desks, security, slot machines and shuttle buses.<\/p>\n\n\n\n

The study includes a \u201csmiling index\u201d which showed an improvement on the previous year. Casino workers seem to be smiling more, leading the index to jump 41 points year-on-year to 151. \u00a0<\/p>\n\n\n\n

Given that casino staff are currently required to wear masks, the researchers evaluated other facial cues, GGRAsia reported.<\/p>\n\n\n\n

Employees were also more proactive than in the last quarter of 2019. The proactiveness scale reached 150 points, up by 30 points on the previous year.<\/p>\n\n\n\n

The only index that showed a decrease was the tolerance index, which fell by 13 points to 99 points.<\/p>\n\n\n\n

The number of gaming jobs in Macau<\/a><\/em><\/strong>, <\/em><\/strong>as well <\/em><\/strong>as average salaries, have fallen during the Covid-19 pandemic. <\/p>\n","protected":false},"excerpt":{"rendered":"

A mystery shopper survey found casino workers are more proactive and smiling more but also less tolerant with customers.<\/p>\n","protected":false},"author":2,"featured_media":13406,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"is_press_release":false,"is_interview":false,"is_opinion":false,"focusai_summary":"The Macau Gaming Research Association's Q4 2020 Gaming Service Index improved by 17 points year-on-year, reaching 130 points, driven by increased staff proactiveness and a higher \"smiling index\" despite mask mandates. However, the tolerance index decreased by 13 points to 99, coinciding with reported declines in gaming jobs and average salaries in Macau due to the Covid-19 pandemic.","focusai_entities":"Macau Gaming Research Association, GGRAsia","focusai_location":"Macau","focusai_target_profile":"ceo_executive (0.9), regulator (0.75), operator_casino (0.95), marketing_crm (0.7), investor_analyst (0.9), journalist_researcher (0.95)","focusai_suggestions":[{"label":"Tolerance vs. Salaries Impact?","query":"How does the decline in staff tolerance correlate with the reported decrease in gaming jobs and average salaries, and what are the long-term implications for service quality and labor relations in Macau's gaming sector?"},{"label":"Operator Adjustments to Tolerance?","query":"What specific operational adjustments are Macau's integrated resort operators implementing to address the decline in staff tolerance while maintaining improved proactiveness and 'smiling index' amidst ongoing public health protocols?"}],"footnotes":""},"categories":[157,16338,158],"tags":[23907,23906],"class_list":["post-13404","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-news","category-east-asia-news","category-slider-home","tag-land-based-casino","tag-macau-casinos"],"_links":{"self":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/13404","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=13404"}],"version-history":[{"count":2,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/13404\/revisions"}],"predecessor-version":[{"id":13410,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/13404\/revisions\/13410"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/media\/13406"}],"wp:attachment":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/media?parent=13404"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/categories?post=13404"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/tags?post=13404"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}