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Cotai casinos score higher in service than Peninsula

While the overall quality of service from Macau’s six gaming operators registered an increase in the last quarter, Cotai casinos have scored higher than their Peninsula counterparts, according to a study.

The Gaming Service Index (GSI) is a measure of service quality in gaming establishments. The report also includes indexes on proactivity, smiling and tolerance.

The GSI is conducted by the Macau Gaming Research Association and SGS Hong Kong.

According to the data, Cotai properties achieved a higher GSI than their Peninsula counterparts, with Cotai properties registering a GSI of over 140 basis points compared to Peninsula at around 120 basis points.

Macau overall scored 130 basis points in the fourth quarter of 2017, but fell short of the 139 points reached in the second quarter.

According to Macau News Agency, Dr. Hannah Koo, committee member of MGRA, when asked about the reasons for the drop, said the report focused more on the general outlook, adding it was more important to look at the overall upward trend observed over the last few years.

Miranda Kwan Ching Yi, deputy director of SGS HK, noted that the drop might have happened as a result of the quiet period following Chinese New Year in the second quarter.

GSI studied 16 chosen casinos from all six gaming operators, including eight frontline departments (including cashier, cloakroom, dealer, membership, security, slot machine, shuttle bus, toilet staff).

Asia Gaming Brief is a news and intelligence service providing up to date market information for worldwide executives on relevant gaming issues in Asia.

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