Press Conference of 2016 Gaming Service Index (GSI) Thursday, Nov 24,
There is an obvious upward trend from the base of 100 points in 2013 to 132 points in 2016. GSI Index regained and raised steadily for four quarters in a row in 2016. GSI Index reached to the highest, 132 points, at the last wave of 2016. Compared to last year, improvement was found across Indices in Smiling, Proactiveness and Tolerance. Proactiveness Index demonstrated the most obvious growth (156 points) and became the major driver pushing up GSI. Dealer’s GSI reached historical high (144 points) in the second half of 2016. Customer Service and Cashier also showed remarkable improvement. However, Security and Slot Machine Staff’s performance slipped slightly in the second half of 2016. Press Release (Chinese), Press Release (English),GSI2016 Annual Report
Press Conference of mid-term 2016 Gaming Service Index (GSI) Monday, Aug 01,
Supported by SGS, MGRA has established the Gaming Service Index (GSI) since 2013, which enables the concerned parties and the gaming operators to monitor and promote the service quality of gaming operation in Macau. GSI studied with 13 chosen casinos, including nine frontline departments with a total of 912 data. A press conference will be conducted at 11:00 am on 1st August, 2016 to release the result of mid-term of 2016.
GSI Index dropped to 115 in the 4th quarter of 2015. It continued to drop for 6 more points to 109 in the 1st quarter of 2016. The decrease is mainly attributed by the proactiveness index. Moreover, GSI index bounced back to 123 in the 2nd quarter of 2016. It reaches the second highest in the GSI history. However, GSI still dropped by 3% points in the first half of year 2016 when compared to the same period last year.
Security is still the best performing department in the first half of year 2016, performance improved by 2% points when comparing with the same quarter last year. Performance of dealers is stable, whose performance during first half year in 2016 is more or less the same with the same period last year. Press Release (Chinese), Press Release (English), GSI2016 Mid-term Report