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Gaming Service Index (GSI) is launched by the Macau Gaming Research Association. SGS is appointed to be the implementation organization of GSI. GSI is an index which indicates the service performance of 11 casinos from 6 gaming operators. Casinos include Casinos Lisboa Macau, Grand Lisboa Macau, Wynn Macau, MGM Macau, Galaxy Macau, City of Dreams Macau, Oceanus, Ponte 16, Sands Macau, Venetian Macau and Sands Cotai Central.

The methodology of GSI is mystery shopping audit (MSA) and quota sampling is used to select casinos to be assessed. The questionnaire of MSA focuses on environment, service facility, service quality of staff and so on. Aiming at identifying how customers choose casinos, the questionnaire of this year adds some open questions. It is believed that this can help Macau gaming industry conducts self-assessment on how to improve. With the increase of service quality, Macau gaming industry can reinforce competitive edge which furthers the development of tourism.

The assessment target of GSI are customer service, croupier, security, cloakroom service, shuttle bus service, restroom service, slot machine service, treasury service, free food and beverages service and so on. There are 3 indicators, namely “smiling index”, “proactiveness index” and “tolerance index”, in total, 864 serving staff are assessed.

SGS ensures the shopper quality by professional training, which required the mystery shoppers to attend classroom training, and incorporated on-site coaching and supervision. We also develop mystery shopper guideline and project briefing to facilitate them in the MSA process.

In addition, quality control is another important part of mystery shopping program. We have a strong quality checking team to maintain the data quality so as to prevent fake data. Through our online platform, the process of data collection and analysis can be more efficient as well as more accurate. Participants and stakeholders can also receive near real-time information from the platform.

SGS is very experienced in research and implementation, and is appointed by Macau Gaming Research Association as the implementation organization in 2 consecutive years. In the mean time, following 2013, we feel proud to being the implementation organization in this year again. We trust that the survey can contribute in the Macau gaming industry development.

About SGS mystery shopping audit (MSA)
Wherever you are in the world, in whatever industry, you can rely on our international team of experts to provide you with specialized business solutions to make your business work faster, simpler and more efficient. We offer Professional Worldwide Service, the majority of our experienced shoppers are full-time SGS professionals, with full dedications to integrity and data accuracy. All our shoppers are required to attend conscientious training before they are qualified as our shoppers, making sure that they can grasp all the assessment criteria of each mystery shopping project. By our professional mystery shopping audit report, we provide accurate information for you to make a right decision and differentiate yourself apart from competitors.