An index measuring gaming service in Macau continued to rise last year compared to a year earlier. However, it also illustrated a trend hovering downwards when it came to casino workers’ tolerance towards guests.
The results of the Macau Gaming Service Index was revealed by the Macau Gaming Research Association, a collaboration with SGS Hong Kong, which described itself as an inspection, verification, testing and certification company on its website.
The survey enlisted mystery shoppers who descended on casinos at the city’s six integrated resorts in the second half of last year.
The index stood at 138 in the last quarter of 2022, a 6% increase compared to the same period a year earlier when it was just 130, and 129 in 2019 before Covid unfolded.
In spite of an improvement overall, the “tolerance” index – one of three components that make up the overall index – pointed to a trend dipping downwards since 2019.
It stood at 99 in the fourth quarter of last year, the third consecutive year with a score less than 100 – a 2013 base score against which casino workers’ patience is measured.
A total of 864 employee samples were gleaned during the survey, with mass-market gaming areas concerning 12 properties visited by the mystery shoppers.