Macau’s Gaming Service Index registers record high

Macau’s Gaming Service Index survey, which evaluates the work of casino resort employees, set a new high in the fourth quarter of 2023.

The total index reading was 145 points, up from 138 points in the fourth quarter of the previous year and 139 points in the second quarter of 2017. The Macau Gaming Research Association, in partnership with SGS Hong Kong Ltd, performed a study that evaluated casino workers on three sub-indices: “smiling,” “proactiveness,” and “tolerance.”

While the ‘smiling’ and ‘proactiveness’ sub-indices hit new highs in Q4 2023, the ‘tolerance’ sub-index, which measures staff patience while engaging with customers, fell compared to pre-Covid-19 levels.

The ‘tolerance’ sub-index scored 103 in Q4 2023, up from scores below 100 in the Covid-19-hit years of 2020 to 2022, but still lower than readings over 120 in 2018 to 2019.

Table game dealers, who made up 58% of the 864 casino employee sample answers, received a record score of 2.51 in the overall service quality index. All sub-indices improved, including ‘smiling,’ ‘proactiveness,’ and ‘tolerance.’

Customer service and slot machine area workers provided better service overall, whereas security department employees and cashiers had lower overall gaming service index values.

Employees at Cotai properties scored better in the total service index (154) than those on the Macau Peninsula (144). The poll included 12 gambling properties: City of Dreams, Studio City, Galaxy Macau, StarWorld Hotel, Grand Lisboa Palace, MGM Macau, MGM Cotai, Sands Macao, Venetian Macao, Wynn Macau, and Wynn Palace.

Original story by: GGRAsia