Survey Results that make an impact

Casino companies such as Borgata Resort & Casino, IP Hotel & Casino and Pinnacle Entertainment are using Market Metrix systems to actively improve customer satisfaction, loyalty and service recovery efforts.  According to the Director of Performance Management at the Borgata Hotel, Casino and Spa, �Market Metrix systems have helped us to significantly improve our daily operations and business results.�

Reasons to collect customer feedback

Casinos used to believe that there would always be enough customers to replace the defecting ones.  There were plenty of customers; it didn�t matter if 1,000 customers left dissatisfied - they would be replaced.  But with more casinos to choose from, dissatisfied customers are not easily replaced.  Most casino companies are now under pressure to increase customer satisfaction and loyalty.  

Casinos often face similar problems:

• Little guest feedback from day-trippers as well as hotel guests
• Paper-based comment cards are often misused or thrown out
• Inability to address guest issues immediately, before they leave
• Not responsive to high-value customers
• Unsure if incentives for different player levels are driving desired results

• Establish a reliable and secure system for measuring customer satisfaction (including day-trippers and hotels guests) across your company
• Automate the survey process to be more efficient and less time consuming
• Obtain instant feedback from guests and respond to urgent guest issues immediately
• Prioritize manager efforts with online To-Do List
• Combine guest feedback from phone, letter, in-person, email, etc. into single database and case management system 
• Customized benchmarks focus on specific casino competitor sets and leading casino companies worldwide

About Market Metrix

With over 100 clients in 70 countries, Market Metrix has helped hospitality companies turn feedback into performance since 1996.  Its flagship Customer Metrix� and Employee Metrix� suites provide multi-channel survey, analysis and service improvement tools and benchmarking data for the hospitality industry.  

Mike Pharis
Market Metrix
1-800-239-7515
http://www.marketmetrix.com