Gaming & Hospitality Surveys

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Assess and Improve Guest Loyalty

Gaming & Hospitality Survey: A survey designed to evaluate the casino environment, casino services, hotel services, and food & beverage services as they relate to overall guest satisfaction and intent to return.
Gaming & Hospitality Surveys

NBRI’s Guest Surveys provide targeted information to improve guest satisfaction and loyalty:

NBRI’s ClearPath Analytics provide critical insight into the complex, psychological factors affecting share of wallet and customer intent to return, and therefore, your financial performance. Then, NBRI’s ClearPath Action Process provides the actions needed to improve the most important issues affecting guest revenues.

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.

NBRI ClearPath Analytics 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!

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

Using Science to Increase Intent to Return for Male and Female Gaming Customers – What are the differences between men and women as gaming customers? Find out the differences for one property and how they increased their revenues significantly.

Understanding Gaming Player Development in Winners and Losers – What factors are most important to winners and losers in determining whether to return to a gaming property? This white paper examines these factors and determines what gaming properties should focus on in order to retain both types of guests.

View all Customer Survey White Papers by NBRI.

The Team at NBRI has the tools that make a difference for all Company's that truly care about investing in employee retention and growing their business. I would think that is what all business owners want, however not all business owners take the time to get Employee and Customer Feedback. The tools NBRI is using to help us are already making a difference! Everyone has been a pleasure to work with!Sonja Dactelides
Majestic Star Casinos

NBRI service is awesome and hard to find these days.Alice Kelly
Treasure Chest Casino

NBRI is awesome! Thanks so much!Jessica Battaglia
Shuffle Master

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    A customer survey identifies the factors that enhance customer relationships, customer loyalty, and increase sales.

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    Gaming & Hospitality Surveys identify the factors that enhance guest loyalty and satisfaction. Guest Service Surveys are a critical component in monitoring customer satisfaction to retain current guests and gain new ones.

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