The quality of service in Macau’s gaming sector has been lauded after the Global Service Index (GSI), a service quality indicator of the Macau gaming industry, detailed levels have peaked since they began being tracked in 2013.
Utilising the insight and data gathered from a multitude of mystery shoppers being sent round and engaging with casinos in the region, the research also revealed that, generally speaking, dealers were smiling more and emitting happier expressions during games.
Interestingly, the report also detailed that the comfortability of the dealer encourages play as more players join the table and partake in table games.
Overall dealer ratings grew in alignment with an increasing number of players adding to the atmosphere on the table as their tolerance and productivity rating was also bolstered.
The usage of slot machines also increased and reached highs that hadn’t previously been hit until prior to the pandemic.
It all embodies that the region is returning to pre pandemic levels as numbers revealed that engagement continued to rise towards the end of last year.
The region’s gaming space ended 2023 with significant momentum as it reported gross gaming revenue of $22.7bn, a staggering annual increase of 334 per cent.
As a result of the numbers, a stipulation has been triggered which will mean that the six major operators in the region will have to raise their spending on non-gaming investments by 20 per cent.
With the sector continuing to adapt, it is anticipated that during 2024 the numbers will stabilise, however, it indicates the space is heading to a state of normality and steady growth.
The numbers were bolstered by a bright end to the year, specifically when it comes to the overall uplift of Tourism and global output for Macau.
Furthermore, the results are even more impressive given they come at a time when the wider Chinese gambling market has endured a slower period in the same year.
In a recent comment from Las Vegas Sands, the group’s Chair and CEO, Robert Goldstein, emphasised his optimism for market growth as the firm continues to expand across Asia.
“We are staunch believers in the growth of the Macao market near and long term,” Goldstein commented on LVS’ latest earnings call.
“LVS has invested $15bn in Macau, which is the most important land-based market in the world. A few reference points to consider, third quarter EBITDA represents strong growth compared to previous quarters, as I mentioned. Our retail business in Macau has far exceeded pre-COVID numbers.”
