Gaming services are better in the Macao peninsula than in Cotai, according to the latest report by the Macau Gaming Research Association.
By employing its 2021 Gaming Service Index (GSI), the association aims to monitor the service level of the gaming industry, so that the community can be aware of its service quality, and the gaming concessionaires can improve their customer service using the GSI as their benchmark.
The association noted that the overall GSI score for the whole of the Macao Special Administrative Region was the same as last year, which was 130. However, the Macao peninsula GSI index was 139, higher than Cotai’s index, stressing that this record was a historical high for the peninsula.
The association 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 tolerance level has been experiencing a continuous drop in performance over the past three years, and even dropped below the base point in 2013.
According to the GSI, 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 association highlighted that there was a significant decrease in tolerance levels across gaming tables in the recent two years, stressing that working hours have a minimal impact on the tolerance level.
When asked 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, The Macau Post Daily reported.
