Service quality in the casinos in Macau’s Cotai district is on average better than in the properties in the city’s peninsula, shows the latest edition of the Macau Gaming Service Index, which covers the ongoing fourth quarter.
The index is compiled by the Macau Gaming Research Association and conducted by SGS Hong Kong Ltd. Undercover assessors rated staff in 12 casinos on their “smile”, “proactive attitude” and “tolerance”; the latter category being identified as the level of patience staff had when interacting with clients.
The results of the latest edition of the index were based on the assessment of a total of 600 casino interactions.
Service quality of table games dealers at Cotai’s casinos reached 145 points in the fourth quarter of 2017, compared to the base of 100 points in 2013, the association noted in its press statement. It compared with a service quality rating of 120 regarding dealers working at casinos in the Macau peninsula.
The index’s overall service quality reading for the fourth quarter this year was 2.37 points, slightly down from 2.38 points in the prior-year period. The index is on a scale where zero is considered the worst-quality service and 3.5 the highest.
The index is compiled quarterly. For full-year 2017, the researchers conducted a total of 2,400 observations, 1,400 covering service quality of table games dealers. The overall number of observations was evenly distributed between the Cotai and the peninsula casinos, and covered a total of 16 casinos.
The 16 visited gaming venues were: Grand Lisboa, Lisboa, Oceanus, Golden Dragon and Fortuna (all SJM Holdings Ltd); Wynn Macau and Wynn Palace (Wynn Macau Ltd); MGM Macau (MGM China Holdings Ltd); Sands Macao, the Venetian Macao and Parisian Macao (all Sands China Ltd); Galaxy Macau, Broadway Macau and StarWorld Macau (all Galaxy Entertainment Group Ltd); and City of Dreams and Studio City (Melco Resort and Entertainment Ltd).
The Macau Gaming Service Index did not identify which casino operators had the best and worst scores.
The index measured nine services inside casinos: security; table games dealers; slot machines; the cage; the membership desk; cloakrooms; complimentary food and drink; the toilets; and the shuttle bus system.
The index showed that service quality of table games dealers for full 2017 increased to 2.27 points compared to 2.11 points recorded for 2016. The increase was mostly related with improvements in the “smile” category, the report shows.
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"I think for our property [Grand Lisboa Palace], looking at breaking-even and stabilisation, will take… 12 months or so, or less”
Daisy Ho Chiu Fung
Chairman of Macau casino operator SJM Holdings