• Subscribe
  • Magazines
  • About
  • Contact
  • Advertise
Friday 12 September 2025
  • zh-hant 中文
  • ja 日本語
  • en English
IAG
Advertisement
  • Newsfeed
  • Mag Articles
  • Video
  • Opinion
  • Tags
  • Regional
    • Africa
    • Australia
    • Cambodia
    • China
    • CNMI
    • Europe
    • Hong Kong
    • India
    • Japan
    • Laos
    • Latin America
    • Malaysia
    • Macau
    • Nepal
    • New Zealand
    • North America
    • North Korea
    • Philippines
    • Russia
    • Singapore
    • South Korea
    • Sri Lanka
    • Thailand
    • UAE
    • Vietnam
  • Events
  • Contributors
  • SUBSCRIBE FREE
  • 中文
No Result
View All Result
IAG
  • Newsfeed
  • Mag Articles
  • Video
  • Opinion
  • Tags
  • Regional
    • Africa
    • Australia
    • Cambodia
    • China
    • CNMI
    • Europe
    • Hong Kong
    • India
    • Japan
    • Laos
    • Latin America
    • Malaysia
    • Macau
    • Nepal
    • New Zealand
    • North America
    • North Korea
    • Philippines
    • Russia
    • Singapore
    • South Korea
    • Sri Lanka
    • Thailand
    • UAE
    • Vietnam
  • Events
  • Contributors
  • SUBSCRIBE FREE
  • 中文
No Result
View All Result
IAG
No Result
View All Result

Macau gaming survey finds dealers perform better with more players at the table

Pierce Chan by Pierce Chan
Tue 23 Jan 2024 at 15:34
Roadmap to 1 January
22
SHARES
559
VIEWS
Print Friendly, PDF & Email

The Macau Gaming Research Association (MGRA) has released the “Macau Gaming Service Index (GSI) 2023” survey, with the index recording its highest score in 11 years in 2023. The survey also found that Macau’s gaming dealers generally performed better when there were more players at their table.

To collate its findings, the MGRA conducted mystery shopper surveys of 12 casinos in Macau in 2023: Grand Lisboa, StarWorld, MGM Macau, Sands Macao, Wynn Macau, Grand Lisboa Palace, Galaxy Macau, MGM Cotai, The Venetian Macao, Wynn Palace, City of Dreams and Studio City.

It also covered seven departments in Table Games, Slot Machines, Cashier, Security, Membership, Shuttle Bus and Cloakroom.

The survey focuses on the service quality of gaming staff, with criteria categorized into three main categories: smile, proactivity and tolerance.

According to the MGRA, Macau’s GSI has shown a significant upward trend from a base of 100 in 2013 through the fourth quarter of 2023. All mystery shopper surveys for 2023 were conducted in the second half of the year in two rounds, with a total of 864 data collected, resulting in a GSI of 145, an 11-year high.

The survey revealed that gaming staff scored 171 on the smiling index, 172 on the proactivity index and 103 on the tolerance index, with the smile and proactivity indices breaking the previous year’s record.

The smiling and proactivity indices also increased significantly during the pandemic period (2020 to 2022), although the tolerance index declined.

However, the 2023 survey found that the smile, proactivity and tolerance of each dealer would gradually increase the more customers they face.

When there were between seven and nine customers at the table, the scores for smile, proactivity and tolerance were 1.13, 0.87 and 0.74 respectively, but when there were more than nine customers at the table the scores for smile, proactivity and tolerance increased to 1.24, 0.98 and 0.82 respectively.

These results were a complete reversal of findings from 2017 to 2019, when the survey concluded that a dealer’s smile, proactivity and tolerance declined when more customers were at a table.

Other findings of the 2023 survey were that the quality of air in casinos is strong, with 99% of samples rated as “fresh”, but there was a significant drop in the performance of toilets with only 82% of samples rated as “good”.

GSI is a joint project between the Macau Gaming Research Institute (MGRI) and SGS Hong Kong.

RelatedPosts

POST-COVID5: Re-opening mood is growing. What will drive the ramp-up?

Macau gaming tax climbs to new post-pandemic high of MOP$8.31 billion in August

Fri 12 Sep 2025 at 06:20
Artyzen Grand Lapa: Enjoy Macau in the heart of it

MGM China to pay up to US$26 million to Shun Tak in 2025 for use of Macau hotel rooms

Thu 11 Sep 2025 at 21:39
IAG EXPO 2025: Interview with Paul Heretakis

IAG EXPO 2025: Interview with Paul Heretakis

Thu 11 Sep 2025 at 21:35
As online gaming surges, Newport CEO Rodriguez says IRs must remain central to the Philippines’ tourism ambitions

As online gaming surges, Newport CEO Rodriguez says IRs must remain central to the Philippines’ tourism ambitions

Thu 11 Sep 2025 at 05:26
Load More
Tags: DealersGamingMacauMacau Gaming Research AssociationMacau Gaming Service Indextable games
Share9Share2
Pierce Chan

Pierce Chan

With more than five years’ experience working as a journalist in Macau, Pierce is an experienced media operator with strong skills in news writing and editing. He previously worked with Exmoo, first as a reporter covering government, gaming and tourism-related stories, then as a Deputy Assignment Editor helping set the agenda of the day. Pierce is a graduate of the University of Macau.

Current Issue

Editorial – Flipping the script

Editorial – Flipping the script

by Ben Blaschke
Thu 28 Aug 2025 at 12:30

This month represents an important milestone for Inside Asian Gaming as we launch IAG EXPO – an expansion of the...

Asia market roundup

Asia market roundup

by Ben Blaschke
Thu 28 Aug 2025 at 12:26

Inside Asian Gaming takes a deep dive into the state of Asia-Pacific’s key gaming markets: who’s hot, who’s not and...

Rewriting the rules

Rewriting the rules

by Newsdesk
Thu 28 Aug 2025 at 11:43

IAG EXPO, taking place at Newport World Resorts from 8 to 10 September, is not your usual trade show. IAG...

Test of character

Test of character

by Newsdesk
Thu 28 Aug 2025 at 11:28

Since its establishment in 1989, Gaming Laboratories International (GLI) has developed into the world’s most trusted name when it comes...

Evolution Asia
Evolution Asia
Aristocrat
GLI
Nustar
SABA
Mindslot
Solaire
Hann
Tecnet
NWR
NWR

Related Posts

Aristocrat in leadership shakeup with former Light & Wonder exec Dylan Slaney to lead online unit, Barry French taking over corporate affairs

Aristocrat in leadership shakeup with former Light & Wonder exec Dylan Slaney to lead online unit, Barry French taking over corporate affairs

by Newsdesk
Fri 12 Sep 2025 at 07:20

Aristocrat Leisure Limited has announced the impending departures of two key executives, with Aristocrat Interactive CEO Moti Malul to step down in March 2026 and Chief Corporate Affairs Officer Natalie Toohey exiting immediately. In an ASX filing, Aristocrat said that...

POST-COVID5: Re-opening mood is growing. What will drive the ramp-up?

Macau gaming tax climbs to new post-pandemic high of MOP$8.31 billion in August

by Newsdesk
Fri 12 Sep 2025 at 06:20

According to data released by Macau’s Financial Services Bureau, the Macau government’s revenue from gaming taxes in August was approximately MOP$8.31 billion (US$1.04 billion), around 2.5% higher than the MOP$8.31 billion (US$1.01 billion) collected in July. The August tax figure...

Artyzen Grand Lapa: Enjoy Macau in the heart of it

MGM China to pay up to US$26 million to Shun Tak in 2025 for use of Macau hotel rooms

by Newsdesk
Thu 11 Sep 2025 at 21:39

MGM China Ltd has revised upwards the maximum fee the group may be required to pay to Hong Kong-listed Shun Tak Holdings Ltd in 2025 for the use of its Macau hotel rooms and associated services by HK$20 million (US$2.6...

IAG EXPO 2025: Interview with Paul Heretakis

IAG EXPO 2025: Interview with Paul Heretakis

by Newsdesk
Thu 11 Sep 2025 at 21:35

Inside Asian Gaming’s Vice Chairman and CEO Andrew W Scott chats with Paul Heretakis, Managing Director of Westar Architects, about his latest projects, including an ongoing renovation of The Venetian Las Vegas and his thoughts on leading integrated developments globally....

Your browser does not support the video tag.


IAG

© 2005-2025
Inside Asian Gaming.
All rights reserved.

  • SUBSCRIBE FREE
  • NEWSFEED
  • MAG ARTICLES
  • VIDEO
  • OPINION
  • TAGS
  • REGIONAL
  • EVENTS
  • CONSULTING
  • CONTRIBUTORS
  • MAGAZINES
  • ABOUT
  • CONTACT
  • ADVERTISE
  • 中文

Welcome Back!

Login to your account below

Forgotten Password?

Retrieve your password

Please enter your username or email address to reset your password.

Log In

Add New Playlist

No Result
View All Result
  • 中文
  • Subscribe
  • Newsfeed
  • Mag Articles
  • Video
  • Opinion
  • Tags
  • Regional
  • Events
  • Contributors
  • Magazines
  • Advertise
  • Contact
  • About
  • Home for G2E Asia

© 2005-2025
Inside Asian Gaming.
All rights reserved.

  • 中文
  • English