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