The Macau Gaming Research Association released its latest survey on Macau’s gaming service.<\/p>\n\n\n\n\n\n\n\n
Macau.- The Macau Gaming Research Association<\/strong>, in collaboration with SGS Hong Kong, conducted a survey on Macau Gaming Service Index<\/strong>, which shows in the fourth quarter of 2022 gaming service quality improved compared to the same quarter in 2021.<\/p>\n\n\n\n Macau\u2019s annual Gaming Service Index survey of casino resort staff performance was conducted by \u201cmystery shoppers\u201d that made their observations of various services on the city\u2019s mass-gaming floors.<\/p>\n\n\n\n A total of 864 employee samples were gleaned during the survey, with mass-market gaming areas concerning 12 properties visited by mystery shoppers.<\/p>\n\n\n\n SGS Hong Kong<\/strong> describes itself as an inspection, verification, testing and certification company.<\/p>\n\n\n\n The fourth-quarter 2022 overall gaming service index reading was 138 points, a 6 per cent increase compared to the 130 points recorded in the prior-year quarter, and the 110 points in the fourth-quarter 2019, pre-pandemic.<\/p>\n\n\n\n The overall index is composed of the \u201csmiling” index, a measure indicating casino staff\u2019s \u201cfriendliness\u201d towards customers; the \u201cproactive\u201d index, used to gauge how active casino staff are in approaching customers, and the “tolerance” index. <\/p>\n\n\n\n In spite of an improvement overall, the \u201ctolerance\u201d index<\/strong> pointed to a trend dipping downwards since 2019. It stood at 99 in the fourth quarter of last year, the third consecutive year with a score less than 100 \u2013 a 2013 base score against which casino workers\u2019 patience is measured.<\/p>\n\n\n\n The fourth-quarter 2022 \u201csmiling\u201d index<\/strong> increased to 160 points, compared to 146 points in the prior-year quarter, while the “proactiveness” index<\/strong> for the last quarter of 2022 showed a seven-point gain from a year ago, to 170 points.<\/p>\n\n\n\n The 12 gaming properties visited for the survey were: City of Dreams and Studio City, run by Melco Resorts and Entertainment Ltd; Galaxy Macau and StarWorld Hotel, operated by Galaxy Entertainment Group Ltd; Grand Lisboa Palace and Grand Lisboa, run by SJM Holdings Ltd; MGM Macau and MGM Cotai, of MGM China Holdings Ltd; the Sands Macao and Venetian Macao, promoted by Sands China Ltd; and Wynn Macau and Wynn Palace, run by Wynn Macau Ltd.<\/p>\n","protected":false},"excerpt":{"rendered":" The Macau Gaming Research Association released its latest survey on Macau’s gaming service.<\/p>\n","protected":false},"author":226,"featured_media":26764,"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 latest survey, in collaboration with SGS Hong Kong, indicates an improvement in Macau's overall gaming service quality in Q4 2022 compared to prior years, reaching 138 points. While 'smiling' and 'proactiveness' indices rose, the 'tolerance' index continued its downward trend since 2019, falling below the 2013 base score. The survey covered 12 major gaming properties, assessing mass-market staff performance.","focusai_entities":"Macau Gaming Research Association, SGS Hong Kong, Melco Resorts and Entertainment Ltd, Galaxy Entertainment Group Ltd, SJM Holdings Ltd, MGM China Holdings Ltd, Sands China Ltd, Wynn Macau Ltd, City of Dreams, Studio City, Galaxy Macau, StarWorld Hotel, Grand Lisboa Palace, Grand Lisboa, MGM Macau, MGM Cotai, Sands Macao, Venetian Macao, Wynn Macau, Wynn Palace","focusai_location":"Macau, Hong Kong","focusai_target_profile":"ceo_executive (0.9), operator_casino (1.0), product_ux (0.7), marketing_crm (0.7), investor_analyst (0.9), journalist_researcher (0.9)","focusai_suggestions":[{"label":"Operational Impact","query":"How do the declining 'tolerance' index scores impact customer retention and potential GGR\/NGR for Macau's mass-market gaming segment, particularly given the increased competition for discretionary spend?"},{"label":"Strategic Response","query":"What specific operational governance frameworks or staff training initiatives are Macau's integrated resort operators implementing to address the persistent decline in the 'tolerance' index, and what is the projected timeline for measurable improvement?"}],"footnotes":""},"categories":[157,16338],"tags":[257],"class_list":["post-777001517","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-news","category-east-asia-news","tag-macau"],"_links":{"self":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/777001517","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\/226"}],"replies":[{"embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/comments?post=777001517"}],"version-history":[{"count":3,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/777001517\/revisions"}],"predecessor-version":[{"id":777001525,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/777001517\/revisions\/777001525"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/media\/26764"}],"wp:attachment":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/media?parent=777001517"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/categories?post=777001517"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/tags?post=777001517"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}