Gaming & Hospitality Surveys
Assess your gaming and/or hospitality organization and discover how to improve it.
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Would you like a No Obligation Pricing Quotation for a Guest Service Survey?
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View a Web-based Guest Service Survey Demo.
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A guest service survey provides insight into the factors that enhance guest satisfaction and loyalty, increases revenues, and enhances profitability.
Guest Service Survey Case Study
A major Nevada hotel and casino with over 1,000,000 visitors per year contacted
NBRI for assistance in assessing their level of guest satisfaction. Being a
leader in the gaming industry, the client understands the importance of analyzing
the satisfaction of their guests. In addition, it is a well-known fact that
guest service surveys are a best practice of global leaders.
The NBRI standard guest service survey was deployed by paper and online on an
ongoing basis in order to measure their progress over time. Additional weight
was given to the responses from the most profitable guests. A 30% response rate
provided prelimary indications of a guest population that was willing to provide
important feedback to help the property improve their guest's satisfaction.
The NBRI Root Cause Analysis identified guest wait time as the driver of 42% of
all survey items. To address this root cause, NBRI recommended adding additional
personnel at peak times. NBRI has the necessary knowledge and staff of
organizational psychologists to analyze financials and guest service survey scores
to determine the financial implications of improved guest satisfaction. Over
time, as the guest wait times were addressed and decreased, NBRI determined that
decreasing the wait time for this property had a direct financial impact of $1
million in revenue per average minute saved!
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Implementing an NBRI guest service survey provides all of the necessary data to
answer these important questions that have a direct impact on your
organization's financials:
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Is the service you provide meeting guest expectations?
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What can you change to improve the overall guest experience?
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What is the likelihood that guests will recommend your property to others?
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How are you viewed in relation to your competitors?
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Do you have the data to make informed decisions about guest loyalty, satisfaction, and intent to return?
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The standard NBRI guest service survey includes 32 questions covering 13 topics and
may be customized to meet your organization's specific needs.
Standard Gaming & Hospitality Survey Topics
| Casino Environment |
Casino Services |
Customer Loyalty |
| Entertainment |
Executive Hosts |
Food & Beverage Services |
| Hotel Services |
Rewards Program |
Competitor Rewards Programs |
| Safety Performance |
Telephone Operators |
Valet Parking |
| VIP Services |
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