Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 5 第 頁 The core products in casinos are games, such as Baccarat, Blackjack and Sic Bo, etc. There are no significant differences in games offered by different casino operators. Casino operators provide the same rules, odds/winning likelihood (the same gambling rules for the same games). One of the targets of casino operators is to attract all potential customers including high, medium and low-end levels of gamblers. Nowadays, some regions of Southeast Asia around Macau including Cambodia, Vi-etnam, Malaysia and Singapore, have liberalized the gaming industry, which competes with Macau. Moreover, Japan will oper-ate the gaming business in the upcoming future, threatening the gaming industry of Macau to some extent. Outstanding ser-vice quality is always a powerful weapon in the environment of keen competition. Therefore, all of the Macau gaming opera-tors need improve service quality to retain existing customers and attract new customers from overseas, to achieve the name of “Eastern Las Vegas”. MGRA desires to sustain the GSI research in 2019, in order to monitor the service levels of mass market, so as to improve the service standard of Macao gaming industry and outperform in the keen competition. MGRA highly appreciates the full support from Macao Foundation Fund. Macau Gaming Service Index (GSI) is a research about service quality of front-line staffs in mass market of Macao gaming in-dustry, which was developed under the support of Macao Foundation Fund in 2013. Its influence is expanding, and it gets gaming practitioners’ recognition and social attention in Macao. Representatives of the casinos, Macao Government Tourism Office and other academics participated in the press conference of GSI 2018 on Dec 06, 2018. The followings were the key survey findings in 2018: 1. GSI of 2018 was 117 points, which was 11.2% decrease year on year. Smiling Index (SI), Proactiveness Index (PI) and Toler-ance Index (TI) were 111, 121 and 121 points which were 22%, 7.8% and 2.3% decrease respectively year on year. The GSI score of all six casino operators were all down in 2018. GSI was divided into ‘Macao Peninsula’ Index and ‘Cotai’ Index since 2017. These two indices demonstrated a consistent pattern in 2018, but casinos in Cotai (131 points ) performed better than those in Macao Peninsula (103 points ) in service. 2. ‘Cloakroom’ got the highest GSI score as last year (153 points), which was 14.5% decrease year on year. It’s SI, PI and TI were 170 , 151 and 140 points which were 23.7%, 6.7% and 10.5% decrease year on year respectively. 3. ‘Shuttle Bus’ got the second highest score as last year (133 points), which was 12.6% decrease year on year. It’s SI, PI, TI were 138 (-31.8%), 146 (19.4%) and 122 (-11.8%) points respectively. 4. ‘Slot Machine’ got the third highest score 125 points which was 0.4% increase year on year. It had been the only depart-ment that didn’t fall back. It’s SI, PI, TI were 123 (-9.2%), 154 (29.8%) and 111 (-3.5%) points respectively. 5. ‘Dealer’ dropped from No.3 to No.4. It’s GSI score was 120 points which was 17.7% decrease year on year. It suffered the worst decline whose SI, PI, TI were 115 (-30.2%), 108 (27.8%) and 130 (0.9%) points respectively. 6. Due to the smoking control measure in mass market, “Air Quality” was generally fresh in 2018. Customers were asked to “change Hong Kong dollars ”or “transfer ” by strangers frequently in some casinos. 87.5% of “Washrooms” kept clean, which was fell from last year. The average waiting time of “Shuttle Bus” was 6.5 minutes which represented 1.7 minutes shorter than last year.
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 6 第二章 GSI 2018 研究介紹 研究目的 Research Objectives 自2013年起，本會在澳門基金會的支持下為澳門博彩業界定期進行神秘顧客調查，建立博彩業服務指數並研究指數的趨勢。持續進行博彩業的服務質素研究，能使整個社會都能關注博彩業的服務質量，各博彩公司可以根據指數制訂其優質服務政策。服務指數亦可使整個社會及行業都能監測澳門旅遊博彩業的服務質量，推動優質旅遊，發展優質品牌，有助澳門特區政府將澳門建設成世界旅遊休閒中心。專業的服務質素更可提升回流客人及旅客人數，以及延長旅客逗留時間，提升澳門旅遊城市形象及競爭優勢。 Since 2013, funded by Macao Foundation Fund, the Gaming Service Index (GSI) has been compiled periodically to facilitate the trend analysis in order to monitor the service level of the gaming industry. The community can be aware of the service quality of gaming operators, and the gaming concessionaries can improve their customer service using this GSI as their benchmark. It also provides opportunities for the society and the gaming industry to monitor the service quality, promote quality tourism, develop quality brands, and facilitate the Macao Government to turn Macao into a world class tourism and leisure city. Profes-sional services help increase the number of visitors and repeat patrons, lengthen their duration of staying, and elevate the image in Macao as a tourism city and its competitiveness. 研究方法 Research Methodology 為保證公平、公正，本會委托香港通用檢測認證有限公司(SGS)負責神秘顧客的招聘和培訓、數據搜集、數據輸入。在神秘顧客搜集數據的過程中，SGS會安排一組項目協調員管理，以防其偽造數據，協助神秘顧客的工作達到應有標準。同時，SGS要求神秘顧客完成出訪的搜集工作之後的24小時內，須輸入所有數據和填寫有關的報告，避免長時間拖延會對該工作的細節模糊。同時，SGS提供網上平台，方便各博彩公司以SGS提供的賬戶號碼和密碼登入到SGS系統，及時了解自己員工的服務表現。研究採用限額抽樣法，研究小組會事先安排各指定場館的各職系所抽樣數目。 對每位被評核的員工，神秘顧客對該員工的「親切笑容」、「主動招呼」、「耐心接待」三方面評分，每個方面的觀察項目評分只有好(滿分)或差(零分)兩種。 To ensure neutrality and fairness, MGRA collaborated with SGS Hong Kong Limited to recruit and train Mystery Shoppers and conduct data collection and data entry. During the data collection process, SGS arranges a group of project coordinators for supervision in order to ensure the quality standard. All mystery shoppers need to submit data within 24 hours after the visits as they may have a vague memory after a long period of time. At the same time, SGS provided an on-line platform to enable the concerned casinos to log on with the assigned user code and password to monitor the service performance of their em-ployees. Quota sampling method is used in the research. The research team would arrange a number of visits for every select-ed casino and job type. The mystery shoppers would assess the performance of each employee on :‘Smiling’, ‘Proactiveness’, and ‘Tolerance’ on a bi-polar score of either ‘1’ (good) or ‘0’ (poor).
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 7 第 頁 計算公式 Formula for Calculation 了解顧客對澳門博彩業前線員工的關鍵服務要求，以此來構建澳門博彩業服務指數。在2013年，本會組織業界代表及學界專家進行多輪焦點小組討論，並在澳門主要出入境口岸對顧客進行問卷調查。結果發現顧客最為注重前線員工的「親切笑容」、其次為「主動招呼」及「耐心接待」。 根據顧客所認定的重要性，我們決定「笑容」得分範圍是0至1.5分，「主動」與「耐心」得分是0至1分。 「博彩業服務」得分(GSI Score) =「親切笑容」得分(SI Score)＋「主動招呼」得分(PI Score)＋「耐心接待」得分(TI Score) 行業平均分定為六間賭牌公司的平均值。 考慮到以後賭客對博彩業前線員工服務滿意度的變化，本會將得分指數化。例如：以2013年度的得分(1.83)作為基準值(100)。2018年度四個季度的得分2.22、1.86、2.20、2.29分別除以2013年度得分(1.83)，得到對應2018年四個季度的服務指數121、102、120、125。 In order to construct the service index for the gaming industry, we need to understand the key service expectation from the perspectives from the casino customers. The MGRA organized a number of focus group discussions among industry represent-atives and academia and conducted questionnaire surveys at the main border points. The questionnaire survey findings re-vealed that customers preferred ‘friendly smiles’ most, followed by ‘proactive care’ and ‘Responding with tolerance’. Base on the importance, the Gaming Service Index is computed accordingly: ‘Smiling’ scores range from ‘0’ to ‘1.5’ , ‘Proactiveness’ and ‘Tolerance’ scores range from ‘0’ to ‘1’ . GSI Score = ‘Smiling Index’ (SI Score) + ‘Proactiveness Index’ (PI Score) + ‘Tolerance Index’ (TI Score) The industry mean scores are the arithmetic means of the casinos of the six gaming operators. Taking into consideration of the changes of customer satisfaction towards the front-line employees in the gaming industry, MGRA converts the service scores into indices. For example, the score of 1.83 in 2013 is used as the base (100). The four quar-terly service scores of 2.22, 1.86, 2.20, 2.29 are divided by the scores of 2013 (i.e. 1.83) respectively to generate the four quar-terly Service Indices of 121, 102, 120, 125 in 2018. 調查範圍 Research Scale 2018年調查地點包括：澳門主要15間具代表性的娛樂場（永利、永利皇宮、美高梅、美獅美高梅、銀河、星際、葡京、新葡京、回力海立方、金沙、威尼斯人、巴黎人、新濠天地、新濠影匯、新濠鋒）的中場區。 調查對象為博彩業的前線服務員，包括以下七個部門：莊荷、角子機、保安、籌碼兌換、會籍服務、穿梭巴士(發財巴)和衣帽間。 The 2018 survey locations include: The mass markets of fifteen representative casinos in Macao (Wynn, Wynn Palace, MGM, MGM Cotai, Galaxy, Star World, Lisboa, Grand Lisboa, Jai Alai-Oceanus, Sands, Venetian, Parisian, COD, Studio City, Altira). The employees being surveyed are the frontline employees in the following seven departments: Dealer, Slot Machine, Securi-ty, Cashier, Membership, Shuttle Bus and Cloakroom.
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 8 每間娛樂場的樣本比例及調查時段分佈 Ratio of Samples and Survey Time Schedule Distribution for Each Casino 部門 Department 星期一至五 Monday to Friday 星期六、日 Saturday and Sunday 總數 Total 11:00 - 17:00 17:00 - 23:00 11:00 - 17:00 17:00 - 23:00 會籍服務/衣帽間/ 發財巴 Membership/Cloakroom/ Shuttle Bus 2 2 2 2 8 莊荷 Dealer 5 5 5 5 20 角子機 Slot Machine 1 1 1 1 4 保安 Security 1 1 1 1 4 籌碼兌換 Cashier 1 1 1 1 4 總數 Total 10 10 10 10 40 調查日期及時段：2018年3月至11月，早上11時至晚上11時。 樣本大小：2013年810人次，2014年1724 人次，2015年1728人次，2016年1818人次，2017年2400人次，2018年1720人次，共10200人次。 Survey dates and times: 2018 March to November; 11 am to 11pm. Sample sizes: 810 visits in 2013, 1724 visits in 2014, 1728 visits in 2015, 1818 visits in 2016, 2400 visits in 2017, 1720 visits in 2018, total 10200 visits.
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 9 第三章 GSI 2018 研究分析 2018 澳門博彩業服務指數行業總體表現 GSI (Overall Performance in 2018) 圖表1:2018季度博彩業服務指數 Chart 1:2018 quarterly Gaming Service Index (GSI) 澳門博彩業服務指數在2018年第二季度急劇下滑至102點後，從第三季度開始又強勢拉回至第四季的125點。澳門博彩業服務指數2018年全年平均指數為117點，較2017年下滑11.2%。 自2017年開始，澳門博彩業服務指數被拆分為「路氹區」和「澳門半島區」兩個指數。今年兩個區域服務指數指數的趨勢相若，但「路氹區」娛樂場（服務指數131點）的表現好過「澳門半島區」（服務指數103點）。 GSI 2018 declined significantly to 102 points in Q2, then it rebounded strongly to 125 points in Q4 since Q3. The average score of GSI 2018 was 117 points which was decreased by 11.2% compared with that in 2017. ‘Cotai Index’ and ‘Macao Peninsula Index’ were split from GSI since 2017. Two indices demonstrated a consistent pattern in 2018, but casinos located in Cotai (131 points) performed better than those in Macao Peninsula (103 points).
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 10 積極的工作表現描述 Comments on Positive Work Performance 消極的工作表現描述 Comments on Negative Work Performance
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 11 第 頁 圖表2:2018季度的笑容指數 Chart 2:2018 quarterly Smiling Index (SI) 笑容指數在2018年第二季度急劇下滑至99點後，從第三季度開始又強勢拉回至第四季的116點。笑容指數2018年全年平均指數為111點，較2017年下滑22%。2018年「路氹區」和「澳門半島區」兩個區域笑容指數的趨勢相若，但「路氹區」娛樂場（笑容指數122點）的表現好過「澳門半島區」（笑容指數94點）。 SI 2018 declined significantly to 99 points in Q2, but it rebounded strongly to 116 points in Q4 since Q3. The average score of SI 2018 was 111 points which was decreased by 22% compared with that in 2017. ‘Cotai SI’ and ‘Macao Peninsula SI’ demonstrated a consistent pattern in 2018, but casinos located in Cotai (122 points)performed better than those in Macao Peninsula (94 points). 神秘顧客對「笑容」的定性描述（正面、負面） Positive and Negative Comments on ‘Smiling’
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 12 圖表3:2018季度的主動指數 Chart 3:2018 quarterly Proactiveness Index (PI) 主動指數在2018年第二季度急劇下滑至101點後，從第三季度開始又強勢拉回至第四季的139點。主動指數2018年全年平均指數為121點，較2017年下滑7.8%。2018年「路氹區」和「澳門半島區」兩個區域主動指數的趨勢相若，但「路氹區」娛樂場（主動指數144點）的表現好過「澳門半島區」（主動指數106點）。 神秘顧客對「主動」的定性描述（正面、負面） PI 2018 declined significantly to 101 points in Q2, but it rebounded strongly to 139 points in Q4 since Q3. The average score of PI 2018 was 121 points which was decreased by 7.8% compared with that in 2017. ‘Cotai PI’ and ‘Macao Peninsula PI’ demonstrated a consistent pattern in 2018, but casinos located in Cotai (144 points) per-formed better than those in Macao Peninsula (106 points). Positive and Negative Comments on ‘Proactiveness’
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 13 第 頁 圖表4:2018季度的耐心指數 Chart 4:2018 quarterly Tolerance Index (TI) 耐心動指數在2018年第二季度急劇下滑至105點後，從第三季度開始又強勢拉回至第四季的125點。耐心指數2018年全年平均指數為121點，較2017年下滑2.3%。2018年「路氹區」和「澳門半島區」兩個區域耐心指數的趨勢相若，但「路氹區」娛樂場（耐心指數131點）的表現好過「澳門半島區」（耐心指數108點）。 TI 2018 declined significantly to 105 points in Q2, but it rebounded strongly to 125 points in Q4 since Q3. The average score of TI 2018 was 121 points which was decreased by 2.3% compared with that in 2017. ‘Cotai TI’ and ‘Macao Peninsula TI’ demonstrated a consistent pattern in 2018, but casinos located in Cotai (131 points) per-formed better than those in Macao Peninsula (108 points). 神秘顧客對「耐心」的定性描述（正面、負面） Positive and Negative Comments on ‘Tolerance’
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 14 圖表5:2018各賭牌公司的季度表現 Chart 5:2018 quarterly GSI by Gaming Concessionary 圖表6:2018各賭牌公司的年度表現 Chart 6:2018 yearly GSI by Gaming Concessionary ‘A’為2018年第四季度表現最好的公司，排名以此類推。由於排名是不斷變化的，因此字母所代表的公司也不是固定的，這確保了各個公司的隱私。而每個公司也只會知道自己的排名，排名不對外公佈。以年度來看，2018全年表現最好的依然是‘A’公司其次是‘C’公司。但各個博企的博彩業服務指數都呈下滑趨勢。 ‘A’ represents the casino operator which had the best performance in 2018 Q4, ranking by analogy. Each time, each casino will be indicated by different letter. Due to privacy, the ranking of each operator will not be disclosed to public, but to the operator itself. ‘A’ still had the highest GSI score in 2018 which was followed by ‘C’ , but the trend of service level of all six casino opera-tors were sliding down. 2018 澳門博彩業服務指數以賭牌公司分組 GSI by Gaming Concessionary in 2018
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 15 第 頁 2018 澳門博彩業服務指數以前線部門分組 GSI by Departments in 2018 圖表7:2018各前線部門的年度表現 Chart 7:2018 yearly GSI by Departments 2018年服務指數研究所涉及的七個部門中，排名前三的有“衣帽間”、“發財巴”以及“角子機”，“莊荷”則排在第四名。這七個部門相較2017年，除了“角子機”有些許進步外，均出現不同程度的下滑。 GSI 2018 involved seven departments. The top three departments were ‘Cloakroom’, ’Shuttle Bus’ and ‘Slot Ma-chine’ which were followed by ‘Dealer’. ‘Slot Machine’ made some improvement in 2018, but the other six departments’ service level were sliding down.
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 16 圖表8:“莊荷”的博彩業服務指數 Chart 8: Dealer’s Gaming Service Index (GSI) 莊荷 Dealer 在2013至2018年，對莊荷的服務評核了5545次。莊荷的服務指數在2018年第二季下滑至104點的低位後，反彈至第四季的125點。2018全年莊荷的平均服務指數為120點較2017年下滑17.7%，而笑容指數、主動指數以及耐心指數分別為115點（較去年下滑30.2%）、108點（較去年下滑27.8%）以及130點（較去年上升0.9%）。 During 2013-2018, a total of 5545 mystery shopper visits were made towards Dealer. After GSI of Dealer hit the low peak at 104 points in 2018 Q2, it rebounded to 125 points in Q4. The overall GSI score of Dealer in 2018 was 120 points which was decreased by 17.7% compared with that in 2017. SI, PI and TI in 2018 were 115 points (-30.2% ), 108 points (-27.8%) and 130 points (0.9%) respectively. 圖表9:“莊荷”的的笑容、主動、耐心指數 Chart 9: Dealer’s Smiling Index (SI), Proactiveness Index (PI), Tolerance Index (TI)
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 17 第 頁 圖表10:“角子機”的博彩業服務指數 Chart 10: Slot Machine’s Gaming Service Index (GSI) 角子機 Slot Machine 在2013至2018年，對角子機的服務評核了947次。角子機的服務指數在2018年第四季度達到了歷史新高135點。2018全年角子機的平均服務指數為125點較2017年輕微上升0.4%，而笑容指數、主動指數以及耐心指數分別為123點（較去年下滑9.2%）、154點（較去年上升29.8%）以及111點（較去年下滑3.5%）。 During 2013-2018, a total of 947 mystery shopper visits were made towards Slot Machine. GSI of Slot Machine reached the historical peak at 135 points in 2018 Q4. The overall GSI score of Slot Machine in 2018 was 125 points which was increased by 0.4% compared with that in 2017 slightly. SI, PI and TI in 2018 were 123 points (-9.2% ), 154 points (29.8%) and 111 points (-3.5%) respectively. 圖表11:“角子機”的的笑容、主動、耐心指數 Chart 11: Slot Machine’s Smiling Index (SI), Proactiveness Index (PI), Tolerance Index (TI)
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 18 圖表12:“保安”的博彩業服務指數 Chart 12: Security’s Gaming Service Index (GSI) 保安 Security 在2013至2018年，對保安的服務評核了865次。保安的服務指數在2018年表現較為平穩，全年的平均服務指數為106點較2017年下滑3.5%，而笑容指數、主動指數以及耐心指數分別為 99點（較去年下滑13.5%）、114點（較去年上升5.4%）以及107點（較去年上升1.3%）。 During 2013-2018, a total of 865 mystery shopper visits were made towards Security. GSI of Security was stable in 2018 . The overall GSI score of Security in 2018 was 106 points which was decreased by 3.5% compared with that in 2017. SI, PI and TI in 2018 were 99 points (-13.5% ), 114 points (5.4%) and 107 points (1.3%) respectively. 圖表13:“保安”的的笑容、主動、耐心指數 Chart 13: Security’s Smiling Index (SI), Proactiveness Index (PI), Tolerance Index (TI)
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 19 第 頁 圖表14:“籌碼兌換”的博彩業服務指數 Chart 14: Cashier’s Gaming Service Index (GSI) 籌碼兌換 Cashier 在2013至2018年，對籌碼兌換的服務評核了864次。籌碼兌換的服務指數在2018年第二季下滑至95點的低位後，反彈至第三季的129點，而在第四季又有輕微下滑。2018全年籌碼兌換的平均服務指數為117點較2017年下滑11%，而笑容指數、主動指數以及耐心指數分別為111點（較去年下滑17.7%）、130點（較去年下滑6.5%）以及112點（較去年下滑8.3%）。 During 2013-2018, a total of 864 mystery shopper visits were made towards Cashier. GSI of Cashier hit the low peak at 95 points in 2018 Q2, it rebounded to 129 points in Q3 then run down again slightly in Q4. The overall GSI score of Cashier in 2018 was 117 points which was decreased by 11% compared with that in 2017. SI, PI and TI in 2018 were 111 points (-17.7% ), 130points (-6.5%) and 112 points (-8.3%) respectively. 圖表15:“籌碼兌換”的的笑容、主動、耐心指數 Chart 15: Cashier’s Smiling Index (SI), Proactiveness Index (PI), Tolerance Index (TI)
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 20 圖表16:“會籍服務”的博彩業服務指數 Chart 16: Membership’s Gaming Service Index (GSI) 會籍服務 Membership 在2013至2018年，對會籍服務評核了622次。會籍的服務指數在2018年第二季下滑至79點的低位後，強勢反彈至第三季的111點（新的歷史最高點）。2018全年會籍服務的平均服務指數為97點較2017年下滑8.2%，而笑容指數、主動指數以及耐心指數分別為98點（較去年下滑17.8%）、92點（較去年上升8.2%）以及99點（較去年下滑7.2%）。 During 2013-2018, a total of 622 mystery shopper visits were made towards Membership. GSI of Membership hit the low peak at 79 points in 2018 Q2, it rebounded to 111 points in Q3 significantly which was the new historical peak. The overall GSI score of Membership in 2018 was 97 points which was decreased by 8.2% compared with that in 2017. SI, PI and TI in 2018 were 98 points (-17.8% ), 92points (8.2%) and 99 points (-7.2%) respectively. 圖表17:“會籍服務”的的笑容、主動、耐心指數 Chart 17: Membership’s Smiling Index (SI), Proactiveness Index (PI), Tolerance Index (TI)
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 21 第 頁 圖表18:“發財巴”的博彩業服務指數 Chart 18: Shuttle Bus’s Gaming Service Index (GSI) 發財巴 Shuttle Bus 在2013至2018年，對發財巴的服務評核了488次。發財巴的服務指數在2018年第二季下滑至100點的歷史低位後，反彈至第三季的132點，而第四季有輕微下滑。2018全年發財巴的平均服務指數為133點較2017年下滑12.6%，而笑容指數、主動指數以及耐心指數分別為138點（較去年下滑31.8%）、146點（較去年上升19.4%）以及122點（較去年下滑11.8%）。 During 2013-2018, a total of 488 mystery shopper visits were made towards Shuttle Bus. GSI of Shuttle Bus hit the nadir at 100 points in 2018 Q2, it rebounded to 132 points in Q3 then run down slightly again in Q4. The overall GSI score of Shuttle Bus in 2018 was 133 points which was decreased by 12.6% compared with that in 2017. SI, PI and TI in 2018 were 138 points (-31.8% ), 146 points (19.4%) and 122 points (-11.8%) respectively. 圖表19:“發財巴”的的笑容、主動、耐心指數 Chart 19: Shuttle Bus’s Smiling Index (SI), Proactiveness Index (PI), Tolerance Index (TI)
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 22 圖表20:“衣帽間”的博彩業服務指數 Chart 20: Cloakroom’s Gaming Service Index (GSI) 衣帽間 Cloakroom 在2013至2018年，對衣帽間的服務評核了477次。衣帽間的服務指數在2018年第二季下滑至108點的低位後，強勢反彈至第四季的206點，同時創下歷史新高。2018全年衣帽間的平均服務指數為153點較2017年下滑14.5%，而笑容指數、主動指數以及耐心指數分別為170點（較去年下滑23.7%）、151點（較去年下滑6.7%）以及140點（較去年下滑10.5%）。 During 2013-2018, a total of 477 mystery shopper visits were made towards Cloakroom. GSI of Cloakroom hit the low peak at 108 points in 2018 Q2, it rebounded significantly to 206 points in Q4 which was the new historical peak. The overall GSI score of Cloakroom in 2018 was 153 points which was decreased by 14.5% compared with that in 2017. SI, PI and TI in 2018 were 170 points (-23.7% ), 151 points (6.7%) and 140 points (-10.5%) respectively. 圖表21:“衣帽間”的的笑容、主動、耐心指數 Chart 21: Cloakroom’s Smiling Index (SI), Proactiveness Index (PI), Tolerance Index (TI)
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 23 第 頁 其他方面評測 Other Aspect 神秘顧客每次對員工評分時，都會同時留意當時的空氣質素，並根據自己的主觀感覺（即：清新、一般、混濁）評分。2018年空氣質素保持“清新”的比率為97.8%。而2017年則為99.5%。 During each visit the mystery shoppers would also pay attention to the quality of air in casinos. They rated Air Quality subjectively (i.e. Fresh, General, Stale). 97.8% of Air Quality was rated as ‘Fresh’ in 2018 but which was 99.5% in 2017. 空氣質素 Air Quality 圖表22:娛樂場主觀空氣質素季度評測 Chart 22: Quarterly Casino Air Quality 圖表23:賭牌公司各季度“清新”空氣質素比率 Chart 23: The Quarterly Ratio of ‘Fresh’ Air Quality of Gaming Concessionaries 2018年“A”和“F”兩家賭牌公司旗下娛樂場每一季度空氣質素保持“清新”的比率均高達98%以上。 Air quality of casino operators ‘A’ and ‘F’ was ‘fresh’ every quarter in 2018, with a ratio up to 98%.
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 24 神秘顧客對洗手間清潔員進行評分時，都會同時留意當時洗手間內的衛生情況，並根據自己的主觀感覺（即：優良、一般、欠佳）評分。 While the mystery shoppers assessed the service level of employees working in the washrooms, they also rated the quality of the washroom environment and made subjective assessments ac-cordingly (i.e. Good, General, Bad). 洗手間環境 Cleanliness 圖表24:洗手間環境季度評測 Chart 24: Quarterly Cleanliness of Washrooms 圖表25:賭牌公司各季度洗手間環境“優良”比率 Chart 25: The Quarterly Ratio of ‘Good’ Cleanliness of Washrooms of Gaming Concessionaries 整體而言，洗手間環境屬 “優良”的巡行比例在2018只有87.5%，比往年（2017年為98%）有所下跌。 87.5% of washroom environment was rated as ‘good’ in 2018, falling from last year (98% in 2017). 各娛樂場的廁所環境在2018年第一季度屬“優良”的比率均高達100%。但“A”和“F”兩間公司的廁所環境分別在第四季度和第二季度欠佳。 100% of washroom environ-ment of all casino operators were ‘good’ in 2018 Q1. But ‘A’ and ‘F’ didn’t make the cleanliness good enough in Q4 and Q2 respectively .
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 25 第 頁 神秘顧客在評核發財巴服務員時，會測量發財巴的等候時間。2018年穿梭巴士等候時間比往年好，等候的時間在5至9分鐘之間。 In assessing the service of employees of Shuttle Bus, the mystery shoppers would also measure the waiting time duration. The waiting time for shuttle bus was shorter than last year, within 5 to 9 minutes in 2018. 候車時間 Waiting Time 圖表26:發財巴等候時間（分鐘） Chart 26: Waiting Time (in minutes) for Shuttle Bus 2018 Average 6.64 minutes 2017 Average 8.36 minutes 圖表27:2018各賭牌公司每季度發財巴等候時間（分鐘） Chart 27: 2018 quarterly Waiting Time (in minutes) of Gaming Concessionaires’ Shuttle Bus 2018年“A”公司發財巴等候 時 間 最 短（平 均 4.4 分鐘）。“F”公 司 則 最 長（平均9.9分鐘）。 The average waiting time of Shuttle Bus of casino operator ‘A’ was 4.4 minutes while it was 9.9 minutes for ‘F’ in 2018. 神秘顧客在評核莊荷和角子機時，亦會注意當時在場的顧客有沒有被其他顧客滋擾。2018年，在某些賭牌公司旗下的娛樂場內，顧客會經常被陌生人詢問是否要“換港幣”或“轉賬”。 The mystery shoppers would also take note of situations whether a customer was disturbed by other people when evaluating Dealers and Slot Machines. Customers were asked to ‘change Hong Kong dollars’ or ‘money transfer’ by strangers frequently in some casinos. 其他顧客滋擾 Interference
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 26 神秘顧客對前線部門的評價 Comments on Departments by Mystery Shoppers * 綠色表示優秀的服務(Green represents good service) * 黑色表示一般的服務(Black represents general service) * 紅色表示差的服務(Red represents bad service) (賭台) 職員與顧客有眼神接觸，有說有笑，賭桌氣氛愉悅。遊戲結束後，職員逐一核對籌碼的金額，耐心細緻，顧客贏了遊戲時，職員開心的祝賀顧客，態度真誠 。 (賭台) 職員在整個服務中，臉上沒有微笑，人顯得沒有精神，讓顧客感覺很冷淡。顧客達到賭台時，職員沒有示意招呼，感覺有點冷酷。賭台服務過程中，感覺職員的服務有點力不從心的樣子，顯得不耐煩。 (客戶服務) 職員的聲音甜美，有面帶微笑，顧客接近時有主動示意招呼。面對顧客諮詢的問題，職員認真耐心解答及指引，服務專業熱情，給顧客很好的服務體驗。 (客戶服務) 在顧客接近櫃檯時，職員在旁邊聊天，服務過程沒有面帶微笑，也沒有主動跟顧客打招呼，業務操作不夠熟悉，效率不高。 (穿梭巴士) 職員看到顧客時，有主動向前詢問顧客去哪，職員有帶領顧客到相對的位置，指引顧客方向時有使用手部動作，職員笑容自然，樂於幫助顧客解決問題。 (穿梭巴士) 職員在有顧客接近時能夠主動打招呼示意，十分關注顧客動態。職員能面帶微笑解答顧客的疑問，當顧客的問題多了後，職員的語氣會發生變化，有些不耐煩。 (衣帽間) 職員在有顧客來臨時能夠以很好的態度和微笑對待顧客。服務過程中，職員能主動地詢問顧客是否有貴重物品，職員能對顧客較為關切，主動招呼。 (衣帽間) 職員在顧客接近衣帽間時，沒有主動示意招呼，職員也沒有微笑服務，存包過程中，職員要求打開包檢查，仔細確認裡面是否有其他不適合存放的物品，態度冷淡，職員有提醒顧客存包不能超過72小時。 (保安) 職員見到顧客的到來，會主動點頭示意打招呼。招呼過程中，職員笑容親切，對顧客的諮詢，職員能耐心指示。 (保安) 顧客到達安檢區域時職員有主動示意招呼，對進入的顧客有進行嚴格安檢，顧問諮詢問題時，職員有示意回應，表現比較耐心，服務過程沒有微笑。 (籌碼兌換) 職員看到顧客時，有主動向前詢問顧客是否需要幫助，職員笑容自然，細心彎下腰解答顧客問題，職員手勢專業熟練，兌換錢幣時認真謹慎。 (籌碼兌換) 職員在顧客靠近帳房時，沒有示意微笑，表情比較機械，也沒有主動打招呼，在兌換籌碼過程中不夠耐心，職員表情有些煩躁。 (角子機) 職員在工作中很勤奮，在老虎機區域經常巡邏，收拾顧客擺亂的凳子，職員同時也會關注顧客，看到跟顧客經常會交流，主動幫助顧客，顧客走到老虎機區域，職員會主動打招呼，耐心教顧客玩遊戲。 （角子機）職員對顧客的接待很不耐煩，一回答完顧客的問題就跑開了。在服務過程中，職員全程顯得很冷淡，沒有打招呼。走近賭台時，職員在過程中沒有面帶微笑，比較機械嚴肅。
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 27 附件1 神秘顧客檢查表樣本
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 29 第 頁 市民日報-2018年12月07日 星期五 澳聞 GGRAsia 2018-12-07 Friday
Macau Gaming Service Index 澳門博彩業服務指數 2 0 1 8 第 頁 30 附件3 GSI 2018參考資料 《建立澳門博彩業服務指數》 澳門博彩研究學會 Developing Macau Gaming Service Index Macau Gaming Research Association 《澳門博彩業服務指數2014》 澳門博彩研究學會 Macau Gaming Service Index 2014 Macau Gaming Research Association 《澳門博彩業服務指數2015》 澳門博彩研究學會 Macau Gaming Service Index 2015 Macau Gaming Research Association 《澳門博彩業服務指數2016》 澳門博彩研究學會 Macau Gaming Service Index 2016 Macau Gaming Research Association 《澳門博彩業服務指數2017》 澳門博彩研究學會 Macau Gaming Service Index 2017 Macau Gaming Research Association 澳門博彩監察協調局 The Gaming Inspection and Coordination Bureau (www.dicj.gov.mo) 澳門統計暨普查局 Statistics and Census Service (www.dsec.gov.mo)
合作機構 贊助機構 地址 | Address 澳門宋玉生廣場255號中土大廈十樓 Alameda Dr. Carlos d'Assumpção No. 255, China Civil Plaza, 10 andar, Macau 電話 | Tel (853) 8297 0924 傳真 | Fax (853) 8297 0932 網址 | Website www.mgra.org.mo 電郵 | Email admin@mgra.org.mo 日期 | Date 2019年1月 設計 | Design 楊亨銓 出版 | Publisher 澳門博彩研究學會
