{"id":777012602,"date":"2024-01-24T08:21:49","date_gmt":"2024-01-24T11:21:49","guid":{"rendered":"https:\/\/focusgn.com\/asia-pacific\/?p=777012602"},"modified":"2026-04-22T13:43:14","modified_gmt":"2026-04-22T16:43:14","slug":"macau-gaming-industry-service-quality-rises-according-to-survey","status":"publish","type":"post","link":"https:\/\/focusgn.com\/asia-pacific\/macau-gaming-industry-service-quality-rises-according-to-survey","title":{"rendered":"Macau gaming industry service quality rises, according to survey"},"content":{"rendered":"\n<p>A survey conducted by the Macau Gaming Research Association has found service quality at a record high.<\/p>\n\n\n\n<!--more-->\n\n\n\n<p>Macau.- A survey conducted by\u00a0the Macau Gaming Research Association\u00a0has found that the gaming industry&#8217;s service quality has reached an Overall Gaming Service Index of 145. The reported index value is six points higher than the historical high of 139 set in the second quarter of 2017. <\/p>\n\n\n\n<p>Initiated in 2013, the survey, covering 12 casinos, uses a base value of 100.\u00a0Despite the challenges posed by the Covid-19 pandemic, the index has shown a steady upward trajectory since the fourth quarter of 2019.<\/p>\n\n\n\n<p>Mystery shoppers hired for evaluations described staff as &#8220;proactive,&#8221; &#8220;tolerant&#8221; and exhibiting &#8220;smiles.&#8221; The gauge for smiles reached an all-time high at 171, while the metric for proactiveness reached 203. However, some negative notes were made, including passive behaviour, lack of smiles and minimal interaction with guests.\u00a0<\/p>\n\n\n\n<p><strong>See also:<\/strong>&nbsp;<a href=\"https:\/\/focusgn.com\/asia-pacific\/macau-visitor-arrivals-up-656-in-december-2023\" target=\"_blank\" rel=\"noreferrer noopener\">Macau visitor arrivals up 656% in December 2023<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A survey conducted by the Macau Gaming Research Association has found service quality at a record high.<\/p>\n","protected":false},"author":176,"featured_media":25493,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"is_press_release":false,"is_interview":false,"is_opinion":false,"focusai_summary":"A survey by the Macau Gaming Research Association reports a record-high Overall Gaming Service Index of 145, surpassing the 2017 peak. This indicates significant improvements in service quality within Macau's casino industry, particularly in staff proactiveness and guest interaction, despite prior pandemic challenges.","focusai_entities":"Macau Gaming Research Association","focusai_location":"Macau","focusai_target_profile":"ceo_executive (0.9), regulator (0.7), operator_casino (1.0), product_ux (0.8), marketing_crm (0.85), investor_analyst (0.9), supplier_vendor (0.7), journalist_researcher (1.0)","focusai_suggestions":[{"label":"Service Quality Drivers?","query":"What specific operational changes or investment in human capital development by Macau operators are attributed to this significant uplift in the Overall Gaming Service Index?"},{"label":"Impact on GGR\/NGR?","query":"How do these record-high service quality metrics correlate with recent GGR and NGR performance for Macau's integrated resorts, and what is the projected impact on future revenue streams?"}],"footnotes":""},"categories":[157,16338],"tags":[23906],"class_list":["post-777012602","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-news","category-east-asia-news","tag-macau-casinos"],"_links":{"self":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/777012602","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\/176"}],"replies":[{"embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/comments?post=777012602"}],"version-history":[{"count":2,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/777012602\/revisions"}],"predecessor-version":[{"id":777012627,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/777012602\/revisions\/777012627"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/media\/25493"}],"wp:attachment":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/media?parent=777012602"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/categories?post=777012602"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/tags?post=777012602"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}