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Report: Gaming service quality at record high
Thursday, November 24, 2016
Macau Business Daily

The city’s gaming service quality has reached a record high, scoring 132 points this year from the base of 100 points in 2013, reveals the 2016 Gaming Service Index released yesterday by the Macau Gaming Research Association.
The index, supported by SGS Hong Kong Ltd., collected 1,818 items of data from 14 local selected casinos, with the majority belonging to the city’s six gaming major operators; namely, Grand Lisboa, Wynn Palace, MGM Macau, The Venetian, Galaxy and Studio City.
Association research covers nine frontline casino departments of security, dealers, slot machines, cashier, membership, cloakroom, free F&B, toilets and shuttle bus services, analysing - in principle – the acts of smiling, proactive attitude and tolerance of the casino workers.
The survey shows that the proactive attitude index of casino frontline workers demonstrated the highest growth to 156 points for the year whilst the smiling index grew to 128 points and the tolerance index rose to 122 points - all based upon the base of 100 points in 2013.
In particular, the Association noted that the average gaming service index of local dealers had reached the historical high of 144 points in the second half of the year from 100 points in 2013 whilst customer service staff and cashiers also posted improvement in service quality.
The service performance of local casino staff engaged in the security and slot machine field, however, slipped slightly in the second half of 2016.Meanwhile, the Association said it is to expand its research scope in 2017 by increasing the same size to some 4,288 items of data given the new openings of casinos in the city.
Meanwhile, the service performance of dealers remained stable. Their overall service index amounted to 1.98 points as at the end of the first half, compared to 1.99 points during the same period last year.
It added it would also segregate the index for casinos on the Macau Peninsula and those in Cotai due to the new openings primarily located in the latter district.


Report: gaming frontline services improved in Q2
Monday, August 01, 2016
Macau Business Daily

Services provided by the frontline departments of local casinos recorded a general improvement during the second quarter of the year, when the gaming industry was still undergoing an adjustment phase, a report on the city’s gaming services conducted by the Macau Gaming Research Association finds.
For April to June, the city’s overall gaming service index reached 123, rising by 12.8 per cent compared to that of 109 during the first quarter of the year, according to the report released yesterday.
The association indicated that its research covered 13 casinos in the Special Administrative Region and nine of their frontline departments. It primarily analyzed smiling, pro-activeness and tolerance of casino frontline workers.
The smiling index of casino frontline workers improved 6.3 per cent quarter-to-quarter, to 118 during the three months. The association noted that the score ‘is the second highest’ in the history of the report.
The tolerance index of gaming workers increased by14 per cent quarter-to-quarter to 130 in the period, while the index of their pro-activeness also grew by 20.4 per cent quarter-to-quarter to 118.
For the first half of the year, the service index of security workers at local casinos performed the best at 2.73 out of 3.5 points, increasing by two per cent compared to one year ago.
Meanwhile, the service performance of dealers remained stable. Their overall service index amounted to 1.98 points as at the end of the first half, compared to 1.99 points during the same period last year.
However, the service index of workers in the food and beverage area fell by 12.9 per cent year-on-year to 2.22 points, down from 2.55 points. In addition, that of casino-cashiers dropped by some 6.3 per cent to 1.77 points, compared to 1.89 points one year ago.

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