Macau gaming service quality reaches record high

The index, supported by SGS Hong Kong Ltd., collected 1,818 items of data from 14 local selected casinos, with the majority belonging to the city’s six gaming major operators; namely, Grand Lisboa, Wynn Palace, MGM Macau, The Venetian, Galaxy and Studio City.

Association research covers nine frontline casino departments of security, dealers, slot machines, cashier, membership, cloakroom, free F&B, toilets and shuttle bus services, analyzing - in principle – the acts of smiling, proactive attitude and tolerance of the casino workers.

The survey shows that the proactive attitude index of casino frontline workers demonstrated the highest growth to 156 points for the year whilst the smiling index grew to 128 points and the tolerance index rose to 122 points - all based upon the base of 100 points in 2013.

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In particular, the Association noted that the average gaming service index of local dealers had reached the historical high of 144 points in the second half of the year from 100 points in 2013 whilst customer service staff and cashiers also posted improvement in service quality

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The service performance of local casino staff engaged in the security and slot machine field, however, slipped slightly in the second half of 2016.

Meanwhile, the Association said it is to expand its research scope in 2017 by increasing the same size to some 4,288 items of data given the new openings of casinos in the city.

It added it would also segregate the index for casinos on the Macau Peninsula and those in Cotai due to the new openings primarily located in the latter district.