According to a study conducted by Brad Tuttle in Time magazine in 2011, 80% of companies claim to provide "superior" customer service. However, only 8% of individuals believe that these same companies actually deliver on this promise.
In the world of casinos, attracting players to the premises is a costly endeavor. Unfortunately, poor customer service can quickly negate any initial investment made to bring customers in. This is where our Secret Shopper program comes into play. We meticulously evaluate the customer experience from the very first point of contact, whether it be through marketing efforts or direct interactions with employees. Our evaluation continues as we assess the ease of access to the casino, the registration process, and the overall promotion and management of games. We also pay close attention to the skills and efficiency of the staff, as well as the auxiliary facilities such as entertainment and food & beverage options.
Furthermore, we thoroughly examine the customer care facilities, including efforts made for customer retention, the complaints procedure, and the availability for feedback. All of our findings are meticulously documented, supported by evidence and real-life examples, and concluded with our recommended strategies for improvement.
Our goal is to identify any weaknesses in the current operations of the casino and provide actionable solutions to enhance the overall customer experience.
Our commitment is to assist casino owners in running their businesses more effectively and ensuring that customers receive the highest level of service possible.