There is an upward trend from the base of 100 points in 2013 to 2020 Q4. Due to the pandemic since early 2020, SGS arranged all mystery shopping visits in Q4; with a total visits of 1,248 conducted in two rounds, there is an average performance standing at 130, with a significant increase compared with 115 in 2019 Q4. To conclude, GSI index showed a steady performance in 2020.

Compared the performance in 2019, five frontline departments consist of Dealer (131 points, +0.7%), Cashier (142 points, +7.1%), Membership (107 points, +0.7%), Shuttle Bus (176 points, +19.3%) and Cloakroom (202 points, +15.2%) made progress.

728 and 520 data are collected in Cotai and Macao Peninsula respectively. Either the casinos locate in Cotai (144 points, +0.75) or in Macao Peninsula (122 points, +2.5%) perform better than 2019.

Representatives of the six casino operators, Macao Government Tourism Office, Government of Macao Special Administrative Region Statistics and Census Service as well as academics and journalists participated in the press conference.

Press Release (Chinese), Press Release (English), GSI 2020 Report

There was an upward trend from the base of 100 points in 2013 to 129 points in 2019. The overall score of GSI in 2019 increased by 10% year on year. The Smiling Index, Proactiveness Index and Tolerance Index were 128 points (+15%), 144 points (+19%) and 120 points (-0.5%) respectively.

All of the departments made improvement in 2019 compared with that in 2018, especially Cloakroom (+14%), Cashier (+14%), Slot Machine (+12%), Membership (+10%), Shuttle Bus (+10%), and Dealer (+9%). Cloakroom, Shuttle Bus, and Slot Machine were ranked as the top three departments in terms of the overall GSI score in 2019.

‘Cotai Index’ and ‘Macao Peninsula Index’ were separated from GSI since 2017. Two indices demonstrated a consistent pattern, but casinos located in Cotai performed better than those in Macao Peninsula.

Representatives of the six casino operators, Macao Government Tourism Office and Institute for the Study of Commercial Gaming at University of Macao as well as related academics participated in the press conference.

Press Release (Chinese), Press Release (English), GSI 2019 Report