The most recent edition of the annual Gaming Service Index in Macau saw casino staff scoring lower on ‘smiling’ and ‘tolerance’ in 2021 compared to the prior year, though ‘proactiveness’ reached a record high, according to research by the Macau Gaming Research Association. 

Starting in 2013, the annual survey serves as a means to monitor the level of service being provided by gaming table staff within casinos. It employs mystery shoppers to collect data.

‘Tolerance ‘refers to staff attitude toward customers. Meanwhile, the ‘proactiveness’ index, which rose 13 points, refers to the ‘proactive’ attitude of staff. The smiling index was adjusted due to the wearing of face masks by casino staff. 

According to the results, the over gaming service index was 130 in 2021, the same result as achieved in the previous year.

This year, 12 casinos were included in the survey including City Of Dreams, Galaxy, Grand Lisboa, Grand Lisboa Palace, Lisboa, MGM Cotai, MGM Macau, Sands, Star World, Studio City, Venetian, Wynn, and Wynn Palace, with 864 casino staff surveyed in Q4. 

The survey also found that the gaming service index was higher in Macau Peninsula than Cotai.