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Macau casino customer service levels slip

The overall service levels in Macau’s casinos has slipped from the same period last year, though there has been an improvement in the proactiveness and tolerance levels of staff, an anonymous survey found.

The survey was carried out by the Macau Gaming Research Association and SGS Hong Kong and covered 15 casinos. The survey covered customer service, cloakroom, bussing and toilets, staff in slot machine areas, security staff, cashiers, dealers, and staff in food and beverage areas.

Casinos on Cotai generally fared better than those on the Macau Peninsula, the survey found.

Overall, the index score for Q4 of 2018 came in at 2.29, with 0 being the lowest and 3.5 the highest. That compares with 2.37 in the same period last year.

The “smiling score” fell to 0.76 from 0.92 last year, with 1.50 as the maximum.

However, on a brighter note, the survey found casino staff had become more proactive, with the index gaining to 0.63 from 0.57 last year, while on tolerance they scored 0.91 from 0.87 last year and with a top ranking of 1.0.

Although overall the ranking was worse than last year, the index showed there had been an improvement over the final two quarters, with the second quarter of this year marking the low point in terms of customer service.

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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