• About Us
  • The Team
  • Advertise with Us

The latest news on the gaming industry in Asia

() () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () () ()
  • Home
  • Macau
  • Philippines
  • Singapore
  • Japan
  • Rest of Asia
  • World
  • Industry Talk
  • Trends & Tech
  • iGaming
  • follow
    • Facebook
    • Twitter
    • RSS Feed
    • LinkedIn

Service quality so-so in Macau casino sample: survey

Dec 07, 2018 Newsdesk Latest News, Macau, Top of the deck  


Service quality so-so in Macau casino sample: survey

Service quality in a sample of Macau casinos – including the work done by table games dealers – has declined so far this year when compared to 2017, according to the latest edition of the Macau Gaming Service Index, a subjective analysis based on findings by “mystery-shopper” style researchers.

The survey team compiling the index – whose findings extend from January to the end of November rather than a full calendar year – also concluded that service quality in Cotai casinos was generally better than that in downtown venues on Macau peninsula. The survey researchers are said to have visited 15 casinos that encompass the operations of all six Macau casino operators.

The index’s service quality reading for the stub fourth quarter this year was 2.29 points, down from 2.37 points in the prior-year period, which was also a stub fourth quarter. The index is on a scale where zero is considered the worst-quality service and 3.5 the highest.

The index is compiled by the Macau Gaming Research Association and conducted by SGS Hong Kong Ltd. Undercover assessors rated staff in 15 casinos on their “smile”, “proactive attitude” and “tolerance”. The latter category was identified as measuring the level of patience staff had when interacting with clients. The survey has been conducted on a quarterly basis since 2013.

The latest survey measured seven services inside casinos: the cage; cloakrooms; table game dealers; the membership desk; security; the shuttle bus system and slot machine attendants. Since 2017, the researchers have divided their assessment into two: one part covering the Cotai casino resorts, and the other the traditional downtown gaming district of Macau peninsula.

The service quality readings measured on the sub-index regarding “smile”, “proactive attitude” and “tolerance” across Cotai casinos were generally higher than that in Macau peninsula casinos in calendar year 2018 up to and including the stub fourth quarter, a trend consistent with the 2017 survey.

The quality of services provided by table games dealers – the job type with the largest sample size for analysis compared to other gaming floor positions – reached a reading of 1.87 points for this year, down by 17.62 percent when compared to the reading of 2.27 points in 2017, according to the research findings.

Dealer smiles wane

The service quality reading for table games dealers on the three sub-indexes have all declined so far this year when compared to the prior-year period. The sub-index measuring “smile” showed the biggest decline. That for dealers was 0.59 points for 2018, down by almost 30 percent when compared to the 0.84 points reached in 2017.

The service quality reading for the seven casino services measured all declined this year when compared to 2017, except that for slot machine departments. The latter’s index reached 2.59 points, a slight improvement when compared to 2017, mainly driven by better “proactive” attitude, according to the research.

The venues covered were: Grand Lisboa, the Lisboa, the Jai Alai and Oceanus complex (all SJM Holdings Ltd); Wynn Palace and Wynn Macau (Wynn Macau Ltd); MGM Macau and MGM Cotai (MGM China Holdings Ltd); Sands Macao, the Venetian Macao and the Parisian Macao (all Sands China Ltd); Galaxy Macau, StarWorld Hotel (Galaxy Entertainment Group Ltd); and City of Dreams, Studio City and Altira (Melco Resorts and Entertainment Ltd).

In compiling the gaming service index for 2018, the researchers were said to have collected a total of 1,720 observation samples, of which 920 involved interactions with dealers. The 2017 survey had collected a total of 2,400 samples, of which 1,440 samples involved interaction with table games dealers. The reason for the year-to-year discrepancy in sample size had to do with a budget down-adjustment, according to the research team.

The 2018 research did not contain any qualitative analysis regarding possible reasons for the changes seen in the service quality readings compared to 2017.

The survey team told GGRAsia that the service quality index project aimed to offer casino operators a reference for their own internal assessment of staff performance.


  • tweet
Related articles
  • Dividend restart still far for Macau ops: JP Morgan
    Dividend restart still far for Macau...

    May 30, 2023  

  • U.S. tied Macau ops not pressed to pay dividend: S&P
    U.S. tied Macau ops not pressed to pay...

    May 23, 2023  

More news
  • Lam Yi Young resigns as deputy CEO Resorts World Sentosa
    Lam Yi Young resigns as deputy CEO...

    Jun 02, 2023  

  • China stimulus package could benefit Macau stocks: CBRE
    China stimulus package could benefit...

    Jun 02, 2023  


Latest News

Lam Yi Young resigns as deputy CEO Resorts World Sentosa

Lam Yi Young resigns as deputy CEO Resorts World Sentosa

Jun 02, 2023  

Genting Singapore Ltd says Lam Yi Young has resigned from his role as deputy chief executive of Resorts World at Sentosa Pte Ltd. The latter firm is an indirect wholly owned subsidiary of Genting...
Read More
China stimulus package could benefit Macau stocks: CBRE

China stimulus package could benefit Macau stocks: CBRE

Jun 02, 2023  

G2E Asia 2023: Singapore

  • Alfastreet’s new Verso cabinet heading to Asian markets
    Alfastreet’s new Verso cabinet heading to Asian markets

    Jun 01, 2023  

    Alfastreet, a manufacturer of electronic gaming machines,...
  • Sega Sammy Creation growing land-based, eyes online
    Sega Sammy Creation growing land-based, eyes online

    Jun 01, 2023  

    Casino equipment maker Sega Sammy Creation Inc is tweaking...
  • iGaming growing in Asia, ops tackling challenges: Uplatform
    iGaming growing in Asia, ops tackling challenges: Uplatform

    Jun 01, 2023  

    The iGaming segment in Asia “has grown rapidly” since...
  • ‘See before you play’ slot marketing tool, say tech suppliers
    ‘See before you play’ slot marketing tool, say tech...

    May 31, 2023  

    Showing slot machine players – via animations on the...
  • Macau stocks tied to China outlook: Bloomberg analyst
    Macau stocks tied to China outlook: Bloomberg analyst

    May 31, 2023  

    Macau stocks in likelihood “have been punished too much...
  • Investors still eye possible fresh IR locations in Japan: scholar
    Investors still eye possible fresh IR locations in Japan:...

    May 31, 2023  

    There are foreign companies still interested in investing...
  • Thai casino law possible in 2024, IR in 2030: govt adviser
    Thai casino law possible in 2024, IR in 2030: govt adviser

    May 31, 2023  

    Thailand could pass the necessary enabling legislation for...
  • China still ‘critical’ to Asian markets: G2E Asia panel
    China still ‘critical’ to Asian markets: G2E Asia panel

    May 30, 2023  

    China will remain a key market for Asian gaming...
  • Much interest in state casinos sale, says Pagcor boss Tengco
    Much interest in state casinos sale, says Pagcor boss

    May 30, 2023  

    Alejandro Tengco (pictured in a file photo), chairman and...
  • Gaming industry in for a very exciting period: Bill Miller
    Gaming industry in for a very exciting period: Bill Miller

    May 30, 2023  

    There are “plenty of reasons” for the global gaming...
  • IGT flags route to high-performing games for Asia
    IGT flags route to high-performing games for Asia

    May 30, 2023  

    Gaming equipment provider International Game Technology Plc...
  • G2E Singapore trade show, conference begins today
    G2E Singapore trade show, conference begins today

    May 30, 2023  

    The Global Gaming Expo (G2E) Asia 2023 Special Edition:...
  • Novomatic’s Black Edition II cabinets at G2E in Singapore
    Novomatic’s Black Edition II cabinets at G2E in Singapore

    May 29, 2023  

    Austria-based gaming equipment maker and operator Novomatic...
  • Uplatform to show latest iGaming products at G2E Singapore
    Uplatform to show latest iGaming products at G2E Singapore

    May 25, 2023  

    Sports betting and online casino operating platform...
  • L&W ambition to be No1 in Asia well on its way: SVP gaming
    L&W ambition to be No1 in Asia well on its way: SVP...

    May 24, 2023  

    The business performance in Asia of gaming content and...
  • G2E Singapore expecting 6k visitors, 100+ exhibitors
    G2E Singapore expecting 6k visitors, 100+ exhibitors

    May 18, 2023  

    The organisers of Global Gaming Expo (G2E) Asia 2023...
  • ‘Dragon Unleashed’ slot link by L&W at G2E in Singapore
    ‘Dragon Unleashed’ slot link by L&W at G2E in...

    May 17, 2023  

    Gaming content and equipment supplier Light & Wonder...
  • Sega Sammy Creation new multi-ETG at G2E in Singapore
    Sega Sammy Creation new multi-ETG at G2E in Singapore

    May 16, 2023  

    Casino equipment maker Sega Sammy Creation Inc is to...
  • Aristocrat at G2E Asia in Singapore previews Year of Dragon
    Aristocrat at G2E Asia in Singapore previews Year of Dragon

    May 09, 2023  

    Casino slot machine and digital gaming content provider...
  • IGT ‘Prosperity’ link in Asia show debut G2E in Singapore
    IGT ‘Prosperity’ link in Asia show debut G2E in...

    May 05, 2023  

    The Global Gaming Expo (G2E) Asia event in Singapore is the...
  • Thai parliament adviser on casinos attending G2E Singapore
    Thai parliament adviser on casinos attending G2E Singapore

    May 04, 2023  

    An adviser to a Thailand parliamentary committee mulling...

Sign up to our FREE Newsletter

UB8V5.qr.16(Click here for more)

Pick of the Day


US$8.1 billion

Macau’s casino gross gaming revenue in the five months to May 31



Most Popular

  • Lam Yi Young resigns as deputy CEO Resorts World SentosaLam Yi Young resigns as deputy CEO Resorts World Sentosa June 2, 2023
  • MBS en route to US$500mln quarterly EBITDA: LVS bossMBS en route to US$500mln quarterly EBITDA: LVS boss June 1, 2023
  • China stimulus package could benefit Macau stocks: CBREChina stimulus package could benefit Macau stocks: CBRE June 2, 2023

Copyright 2014-2023 TEAM Publishing and Consultancy Ltd / All rights reserved
  • Code of Ethics
  • Privacy Policy
  • Useful Links
  • Contact Us