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Macau’s annual Game Services Index survey of casino resort staff performance showed the overall index improved in the fourth quarter of 2022 compared to the same quarter in 2021 and the second half of 2019, just before the start of the COVID-19 pandemic. But the 2022 ‘tolerance’ index of employee attitudes toward customers has continued to decline since 2019, according to the results of Friday’s survey.

For the fourth quarter of 2022, the overall game services index stood at 138 points, compared to 130 points a year earlier and 110 points in the fourth quarter of 2019. 온라인경마

The survey was described by the Macau Game Research Association as a joint investigation, verification, testing and certification company with SGS Hong Kong Inc. The review was conducted by the so-called ‘mystery shoppers’ who observed various services at the city’s mass gaming floor.

The overall index consists of three categories: the Smiling index, an indicator of casino employees’ kindness to customers, the Proactive index, an indicator of how active casino employees are in approaching customers, and the Tolerance index, an indicator of casino employees’ patience when communicating with customers.

Within the composite index, the “tolerance” index only reached 99 in the fourth quarter of 2022, falling below the index score of 100 for the third consecutive year, and was also lower than the standard score of 100.

Compared to the fourth quarter of 2021, the casino-place division, which recently saw its ‘tolerance’ index fall, was security, customer service (clocrooms, shuttle buses and membership desks), cashiers, and slot machines.

According to the release of the results of the SGS’ 2022 survey, the service of table game dealers improved year by year in tolerance, initiative, and smile index.

Meanwhile, within the overall gaming services index, the “smile” index for the fourth quarter of 2022 in relation to casino employees increased to 160 points, compared with 146 points in the previous quarter. Considering that casino employees were required to wear masks, the researchers observed different facial signals to indicate employee familiarity.

The “preventability” index for the last quarter of 2022 was 170 points, up 7 points from a year ago.

In the latest results, the overall service index for Kotai Real Estate employees was 150, 16 points higher than the Macau Peninsula.

According to the association, SGS collected a total of 864 casino employee samples from casino resorts in Macau located on the Kotai and Macau Peninsula. To investigate, I visited the mass market customer area of 12 game properties.

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