The Macau Gaming Research Association announced its 2021 Gaming Service Index (GSI) yesterday via a zoom conference, and its findings show that gaming services are better in the Macau peninsula than in Cotai.
According to a statement given out during the press conference yesterday announcing the findings, the aim of the research is to monitor the service level of the gaming industry, so that the community can be aware of its service quality, and the gaming concessionaries can improve their customer service using the GSI as their benchmark.
The statement noted that the overall GSI score for the whole of the Macau Special Administrative Region (MSAR) was the same as last year, which was 130. However, the statement added, the Macau peninsula GSI index was 139, higher than Cotai’s index, stressing that this record was a historical high for the peninsula.
The statement said that even though the gaming service proactiveness level had a historical high of 163 this year, the smiling and tolerance level recorded a drop of performance in 2021. The statement pointed out that the tolerance level has been experiencing a continuous drop of performance in the past three years, and even dropped below the base point in 2013.
According to the statement, gaming venues’ air quality continued its trend of dropping, while casinos’ toilet environment showed a significant improvement in 2021.
The research also showed that there was no relationship between the number of customers and the customer service tolerance level. The statement highlighted that there was a significant decrease in tolerance levels across gaming tables in the recent two years, stressing that the working hours have a minimal impact on the tolerance level.
When asked by a participant in the conference whether the pandemic was having an impact on the tolerance level because of the inability to travel, a representative of the association said that it could be a reason but that the association did not have the data to support the idea.
This slide provided by the Macau Gaming Research Association yesterday shows the overall gaming service index for the Macau peninsula, Cotai and the whole of Macau.
