Las Vegas Sun

May 6, 2024

<p><strong>Customer service in flux</strong></p> <p>Market Metrix, which develops research and marketing programs that help improve service at hotels and casinos, surveys a regular panel of frequent travelers online and posts the results on its website. The customer service indexes, based on 35,000 traveler surveys every quarter, represent customer satisfaction scores on scales of 1 to 100. A score of 80, for example, indicates that guests' expectations were met, or slightly more than met. Over the past four years, scores for casinos, which mostly include Las Vegas properties, have declined slightly while scores for noncasino hotels have gone up. Scores for upscale casinos also have fallen a little.</p>

Customer service in flux

Market Metrix, which develops research and marketing programs that help improve service at hotels and casinos, surveys a regular panel of frequent travelers online and posts the results on its website. The customer service indexes, based on 35,000 traveler surveys every quarter, represent customer satisfaction scores on scales of 1 to 100. A score of 80, for example, indicates that guests' expectations were met, or slightly more than met. Over the past four years, scores for casinos, which mostly include Las Vegas properties, have declined slightly while scores for noncasino hotels have gone up. Scores for upscale casinos also have fallen a little.