CONTENTS 4 第一章 GSI 2019 研究總述 Chapter 1 Overview of GSI 2019 第二章 GSI 2019 研究介紹 Chapter 2 Research Introduction of GSI 2019 第三章 GSI 2019 研究分析 Chapter 3 Research Analysis of GSI 2019 2019 行業總體表現 GSI (Overall Performance) in 2019 2019 各賭牌公司表現 GSI by Concessionaries in 2019 2019 各前線部門表現 GSI by Departments in 2019 其他方面評測 Other Aspects 神秘顧客對前線部門的評價 Comments on Departments 附件 Appendices 6 9 14 15 23 26 27
澳門博彩業服務指數 Macau Gaming Service Index 4 第一章 GSI 2019 研究總述 本會於2013年在澳門基金會的支持下,與香港通用檢測認證有限公司(SGS) 合作建立“澳門博彩業服務指數”，針對澳門娛樂場中場的服務質量進行研究，得到澳門博彩業界的認可及社會的廣泛關注。2019年11月28日，本會邀請到了澳門全部六間博企、旅遊局、澳門大學博彩研究所代表和其他學術界人士約40人參與“澳門博彩業服務指數2019”的年度研究成果新聞發佈會。以下是2019年度調查的主要發現： 1. 2019年“澳門博彩業服務指數”為129點，同比上升10%。“笑容”指數128點同比上升15%；“主動”指數144點同比上升19%；“耐心”指數120點同比輕微下跌0.5%。 2. 自2017年起GSI拆分成了「澳門半島區指數」和「路氹區指數」。2019年兩個區域的指數走勢相若，但位於「路氹區」的娛樂場服務水平(143點)高於「澳門半島區」(119點)。 3. 2019年參與調查的七個部門的GSI同比都有不同程度的提高。上升較明顯的部門有：衣帽間(+14%)、籌碼兌換(+14%)、角子機(+12%)、會籍服務(+10%)、發財巴(+10%)以及莊荷(+9%)。而其中衣帽間、發財巴、角子機的全年平均服務指數名列前三。 4. 由於中場禁煙，娛樂場的「空氣」大致保持清新。在某些賭牌公司旗下的娛樂場內，顧客會經常受到被陌生人詢問是否要“換港幣”或“轉賬”的滋擾。「洗手間」屬 “優良”的巡行比例只有84%，這也是連續兩年錄得下跌。「發財巴」等候的時間在5至9分鐘之間，與去年相若。 Macau Gaming Service Index (GSI) is a research about service quality of front-line staffs in mass floor of Macao gaming industry, which was developed under the support of Macao Foundation Fund and SGS HK in 2013. It gets gaming practitioners’ recognition and social attention in Macao. Representatives of the six casino operators, Ma-cao Government Tourism Office and Institute for the Study of Commercial Gaming at University of Macao as well as other academics participated in the press conference of GSI 2019 on Nov 28, 2019. The followings were the key survey findings in 2019: 1. GSI of 2019 was 129 points, which increased by 10% year on year. Smiling Index (SI), Proactiveness Index (PI) and Tolerance Index (TI) were 128 points (+15%), 144 points (+19%) and 120 points (-0.5%) respectively. 2. “Macao Peninsula Index” and “Cotai Index” had been introduced since 2017. Two indices demonstrated a con-sistent pattern in 2019, but casinos located in Cotai (143 points) performed better than those in Macao Penin-sula (119 points) . 3. All of the departments made improvement in 2019 compared with that in 2018, especially Cloakroom (+14%), Cashier (+14%), Slot Machine (+12%), Membership (+10%), Shuttle Bus (+10%) and Dealer (+9%). Cloakroom, Shuttle Bus and Slot Machine were ranked as the top three departments in terms of the overall GSI score in 2019. 4. Due to the smoking control measure in mass floor, “Air Quality” was generally fresh in 2019. Customers were asked to “change Hong Kong dollars” or “transfer” by strangers frequently in some casinos. Just 84% of “Lavatories” kept clean. Continuous drop had been recorded for two consecutive years. The waiting time for “Shuttle Bus” was 5 to 9 minutes in 2019.
5 澳門博彩業服務指數 Macau Gaming Service Index 鑒於博彩業在澳門的合法性，澳門多年來成為了中國遊客的熱門目的地。隨著中國中產階層擴張，中國人均收入提高，這對澳門賭場而言，絕對是正面的發展趨勢。因此近年來澳門更加傾向吸引普通中國賭客，即「大眾市場」賭客，相比起貴賓廳賭客，大眾市場是較可持續的收入推動力。2019年第一季度、第二季度和第三季度，貴賓業務博彩毛收入分別下降13.4%、15.6%和22.5%，分別佔博彩收入的48.9%、47.2%和43.9%。與之相反，中場業務博彩毛收入在2019年第一季度、第二季度和第三季度分別增長16.1%、18.6%和17.7%。中場業務的增長也受惠於港珠澳大橋開通。2019年10月23日8點，港珠澳大橋正式開通满一年，經港珠澳大橋往来三地口岸的旅客總數超過2400萬人次。雖然目前由於人民幣疲弱，中國經濟放緩，香港社會動盪加上中美貿易戰令澳門銷售總額減弱。但長遠而言，澳門賭場仍然有比較穩健的前景。 本會連續兩年對出席新聞發佈會的代表進行問卷調查，結果顯示超過九成的人認為GSI是有用的。其中超過九成的博企代表會跟員工分享GSI，他們亦認為GSI有助於管理層監督員工的工作，同時又能提高員工的服務表現。博企代表都希望GSI持續能進行，並且希望能夠增加樣本的數量。 “微笑服務”、“主動問候”、“耐心接待”是高品質服務的基礎。因此，本會期望在2020年持續進行“澳門博彩業服務指數”的研究，為澳門博彩中場業務的服務水準把關，促進澳門博彩業服務水準的提高，以面對日趨嚴峻的競爭環境。最後，再次感謝澳門基金會對是次研究的大力支持。 With the legalization of the gaming industry in Macau, Macau has become a popular destination for Chinese tourists for many years. With the expansion of middle-class citizens in China, mass floor punters are also in-creasing, which is definitely a positive development trend for Macau casinos. Therefore, Macau has been more likely to target the mass punters from mainland China in recent years. Mass market becomes a more sustainable revenue driver compared with VIP market. The gross revenue of VIP market in Q1-Q3 of 2019 de-clined by 13.4%, 15.6% and 22.5% year-on-year re-spectively, accounting for 48.9%, 47.2% and 43.9% of the gross gaming revenue respectively. On the contra-ry, the gross gaming revenue of the mass floor in-creased by 16.1%, 18.6% and 17.7% in Q1-Q3 of 2019 respectively. The growth of the mass floor benefited from the opening of the Hong Kong-Zhuhai-Macao Bridge. The Hong Kong-Zhuhai-Macao Bridge has been officially opened for one year by 8am on October 23, 2019, and the total number of inbound and outbound passengers passing through the bridge was over 24 million passengers. Macau gaming business still pros-per in the long run, despite depreciation of RMB and economic deterioration of China as well as social un-rest in Hong Kong and the Sino-US trade war recently. Questionnaires were conducted during the Press Con-ference on 28 Nov, 2019. More than 90% of partici-pants believed GSI was useful for Macao gaming indus-try. Also more than 90% of the representatives of the six casino operators shared GSI results with their em-ployees. They believed GSI could help the manage-ment to supervise the employees and improve gaming service quality. They wished the survey sample could be increased. “Smiling”, “Proactiveness” and “Tolerance” are the basics of high-quality service. MGRA and the partici-pants desire to sustain the GSI research in 2020, in or-der to monitor the service levels of mass floor, so as to improve the service standard of Macao gaming indus-try and face the keen competition globally. MGRA highly appreciates the full support from Macao Foun-dation Fund.
澳門博彩業服務指數 Macau Gaming Service Index 6 第二章 GSI 2019 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 ser-vice 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. Professional 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要求神秘顧客完成資料搜集工作之後的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細節的印象變模糊。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好各指定場館各職系的抽樣數目。 神秘顧客對每位被評核員工的「親切笑容」、「主動招呼」、「耐心接待」三方面進行評分，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 employees. Quota sampling method is used in the research. The research team would arrange a number of visits for every selected casino and job type. The mystery shoppers would assess the performance of each employee on: “Smiling”, “Proactiveness” and “Tolerance” on a bipolar score of either “1” (good) or “0” (poor).
7 澳門博彩業服務指數 Macau Gaming Service Index 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)。2019年度四個季度的得分2.34、2.50、2.51、2.07分別除以2013年度得分(1.83)，得到對應2019年四個季度的服務指數128、137、137、113。 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 representatives and academia and conducted questionnaire surveys at the main border points. The questionnaire survey findings revealed 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 quarterly service scores of 2.34, 2.50, 2.51, 2.07 are divided by the scores of 2013 (i.e. 1.83) re-spectively to generate the four quarterly Service Indices of 128, 137, 137, 113 in 2019. 調查範圍 Research Scale 2019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、發財巴、衣帽間。 The 2019 survey locations include: The mass floors 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, Stu-dio City, Altira). The employees being surveyed are the frontline employees in the following seven departments: Dealer, Slot Ma-chine, Security, Cashier, Membership, Shuttle Bus and Cloakroom.
澳門博彩業服務指數 Macau Gaming Service Index 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：2019年3月至10月，早上11時至晚上11時。 樣本大小：2013年810人次，2014年1728人次，2015年1728人次，2016年1818人次，2017年2400人次，2018年1720人次，2019年1840人次，共12044人次。 Survey dates and times: 2019 March to October; 11 am to 11pm. Sample sizes: 810 visits in 2013, 1728 visits in 2014, 1728 visits in 2015, 1818 visits in 2016, 2400 visits in 2017, 1720 visits in 2018, 1840 visits in 2019, total 12044 visits. 賭檯抽樣指引 Guideline for Table Selection 根據“澳門博彩業服務指數2019”年度研究成果新聞發佈會上六大博企一起商討的結果，對2020年賭檯（百家樂、骰子、廿一點）抽樣方式作出調整。由原先只要有客人在投注就可評核，改為需滿足一定人數才能進行評核。百家樂賭客人數為3-8人，骰寶賭客人數至少3人，廿一點賭客人數為2-5人。 With the results discussed by the representatives of six operators who attended the press conference of GSI 2019, the guideline for the selection of gaming tables including Baccarat, Sic Bo and Blackjack would be revised in 2020. The dealer will only be assessed when there are 3-8 punters playing baccarat; above 3 punters playing Sic Bo, 2-5 punters playing blackjack, instead of being assessed when the gaming table had any punter.
澳門博彩業服務指數 Macau Gaming Service Index 9 第三章 GSI 2019 研究分析 2019 澳門博彩業服務指數行業總體表現 GSI (Overall Performance in 2019) 圖表1:2019季度博彩業服務指數 Chart 1:2019 quarterly Gaming Service Index (GSI) 澳門博彩業服務指數在自2018年第二季度起開始回升至2019年第三季度的137點，但在第四季度出現大幅的下跌。澳門博彩業服務指數2019年全年平均指數為129點，較2018年上升10%。 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。兩個區域服務指數指數的趨勢相若，但「路氹區」娛樂場（2019全年平均服務指數143點）的表現好過「澳門半島區」（2019全年平均服務指數119點）。 GSI rebound to 137 points in 2019 Q3 from the bottom in 2018 Q2, but it slid significantly in 2019 Q4. The average score of GSI 2019 was 129 points which increased by 10% year on year. “Cotai Index” and “Macao Peninsula Index” had been introduced since 2017. Two indices demonstrated a con-sistent pattern, but casinos located in Cotai performed better than those in Macao Peninsula. The overall score of “Cotai Index” and “Macao Peninsula Index” were 143 points and 119 points respectively in 2019.
澳門博彩業服務指數 Macau Gaming Service Index 10 積極的工作表現描述 Positive Feedback 消極的工作表現描述 Negative Feedback
11 澳門博彩業服務指數 Macau Gaming Service Index 圖表2:2019季度的笑容指數 Chart 2:2019 quarterly Smiling Index (SI) 笑容指數自2018年第二季度起開始回升至2019年第二季度的141點，然後又下滑至第四季度的110點。笑容指數2019年全年平均指數為128點，同比上升15%。2019年「澳門半島區」笑容指數較「路氹區」提前一個季度開始下滑。「路氹區」娛樂場（笑容指數139點）笑容方面的表現好過「澳門半島區」（笑容指數118點）。 Smiling Index rebounded to 141 points in 2019 Q2 since 2018 Q2, but it slid to 110 points in Q4 since 2019 Q2. The average score of SI 2019 was 128 points which increased by 15% year on year. “Macao Peninsula SI” began to slide a quarter earlier than “Cotai SI” in 2019. Casinos located in Cotai (139points)always performed better than those in Macao Peninsula (118 points) in Smiling. 嘴角向上揚，雙唇閉合，表情較含蓄 The lips remain closed and the corners of mouth curve up, denotes a personal pri-vate pleasure. 嘴角上揚，微露牙齒，表情愉悅 Turn up the corners of the mouth, smile broadly and show teeth. 對服務行業來說，至關重要的是微笑服務。微笑讓顧客覺得親切、真誠，同時也反映出一個服務員的美好心靈和高尚情操。很多人會不好意思直接拒絕微笑的服務。以下兩張圖片所展示的“笑容”都會獲得“滿分”。 Smiling is the most important for customer service. Smiling delivers customers friendliness and sincerity, and re-flects the staff’s goodness of attitude and professionalism. Many people may refuse the service without smile. The following two pictures demonstrate the smile with full mark. 咧嘴笑 Grin 微笑 Smile
澳門博彩業服務指數 Macau Gaming Service Index 12 圖表3:2019季度的主動指數 Chart 3:2019 quarterly Proactiveness Index (PI) 主動指數由2018年第二季度開始呈上升趨勢至2019年第三季度的159點，同時也創下了歷史新高。但隨後嚴重下滑至第四季度的120點。主動指數2019年全年平均指數為144點，同比上升19%。2019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172點）的主動表現好過「澳門半島區」（主動指數128點）。 Proactiveness Index rebounded to 159 points in 2019 Q3 since 2018 Q2 which was a new historical peak. But it slid significantly to 120 points in Q4. The average score of PI 2019 was 144 points which increased by 19% year on year. “Cotai PI” and “Macao Peninsula PI” demonstrated a consistent pattern in 2019, but casinos located in Cotai (172 points) performed better than those in Macao Peninsula (128 points) in Proactiveness. 微笑服務，主動招呼，是娛樂場引源留客之基。“你好”、“歡迎光臨”、“請坐”、“請下注”、“有什麼可以為你服務”等問候語，讓客人感受到友好和善意。 Smiling and proactive greetings are the cornerstone of attracting and retaining customers. Greetings such as "Hello", "Welcome", “Be seated please” “Bet please” and "May I help you" make the customers feel friendly and kindness.
13 澳門博彩業服務指數 Macau Gaming Service Index 圖表4:2018季度的耐心指數 Chart 4:2018 quarterly Tolerance Index (TI) 耐心指數在2019年前三季呈上升趨勢，但在第四季度有顯著下滑。耐心指數2019年全年平均指數為120點，同比輕微下滑0.5%。2019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130點）的表現好過「澳門半島區」（耐心指數113點）。 Tolerance Index showed an upward trend in the first three quarter in 2019, but it slid significantly in Q4. The aver-age score of TI 2019 was 120 points which decreased by 0.5% slightly year on year. “Cotai TI” and “Macao Peninsula TI” demonstrated a consistent pattern in 2019, but casinos located in Cotai (130 points) performed better than those in Macao Peninsula (113 points) in Tolerance. 耐心，是優質服務的前提。耐心首先應該來自于內心對客戶的尊重和感激之情。它不僅代表自身的修養素質，還代表了企業的形象，主要體現在“溫和的語氣”、“眼神的接觸”、“耐心的聆聽”等方面。細節服務決定品質的高低。 Tolerance is the premise of good service. Tolerance comes from respect and gratitude towards customers. It does not on-ly represent the quality of self-cultivation, but also represent the company’s image which consists of "Gentle Tone of Voice", "Eyes Contact", "Listen Patiently" and so on. Details make the service difference.
澳門博彩業服務指數 Macau Gaming Service Index 14 2019 澳門博彩業服務指數以賭牌公司分組 GSI by Gaming Concessionaries in 2019 圖表5:2019各賭牌公司的季度表現 Chart 5:2019 quarterly GSI by Gaming Concessionaries “A”為2019年第四季度表現最好的博企，排名以此類推。由於排名是不斷變化的，因此字母所代表的博企也不是固定的，這確保了各個博企的隱私。而每個博企也只會知道自己的排名，排名不對外公佈。以年度來看，2019全年表現最好的依然是“A”，該博企連續三年蟬聯第一。2019年各個博企的博彩業服務指數都呈上升趨勢。其中“C”上升最多，達到18.7%。以季度來看，6間賭牌公司在2019年前三季都呈上升趨勢，卻在第四季度出現大幅下滑。 “A” represents the casino operator which had the best performance in 2019 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 2019 which won the first place for three con-secutive years. The service level of all six casino operators showed upward trends in terms of overall GSI score in 2019, especially “C” that increased by 18.7%. In terms of quarterly score, all six casino operators were on upward trends in the first three quarters of 2019, but the trends slid significantly in Q4. 圖表6:2019各賭牌公司的年度表現 Chart 6:2019 yearly GSI by Gaming Concessionaries
15 澳門博彩業服務指數 Macau Gaming Service Index 2019 澳門博彩業服務指數以前線部門分組 GSI by Departments in 2019 2019年所有參與調查的前線部門的分數相對2018年都有不同程度的提高。上升較明顯的部門有：衣帽間（+14%）、籌碼兌換（+14%）、角子機（+12%）、會籍服務（+10%）、發財巴（+10%）、以及莊荷（+9%）。而其中衣帽間、發財巴、角子機的平均服務指數名列前三名。 All of the departments made improvement in 2019 compared with that in 2018, especially Cloakroom (+14%), Cashier (+14%), Slot Machine (+12%), Membership (+10%), Shuttle Bus (+10%) and Dealer (+9%). Cloakroom, Shuttle Bus and Slot Machine were ranked as the top three departments in terms of the overall GSI score in 2019. 圖表7:2019各前線部門的年度表現 Chart 7:2019 yearly GSI by Departments
澳門博彩業服務指數 Macau Gaming Service Index 16 圖表8:“莊荷”的博彩業服務指數 Chart 8: Dealer’s Gaming Service Index (GSI) 在2013至2019年，對莊荷的服務評核了6465次。莊荷的服務指數自2019年第一季起上升至第三季的148點後下滑至第四季的115點。但2019全年莊荷的平均服務指數為130點，同比上升8.8%。而笑容指數、主動指數以及耐心指數分別為124點（同比上升8.4%）、141點（同比上升30%）以及129點（同比輕微下滑0.5%）。賭客人數與服務指數相關分析的結果顯示，賭客的人數不會對服務指數造成直接的影響。但如果將賭客的人數分為“少於5人”，“5-10人”以及“多於10人”三個區間段，會發現當人數為“5-10人”時，服務指數是最高的。 During 2013-2019, a total of 6465 mystery shopper visits were made towards dealer. GSI of dealer rebounded to 148 points in Q3 since 2019 Q1, then fell to 115 points in Q4. The overall GSI score of dealer in 2019 was 130 points which increased by 8.8% year on year. SI, PI and TI in 2019 were 124 points (+8.4% ), 114 points (+30%) and 129 points (-0.5%) respectively. By correlation analysis, there was no significant linear correlation between the number of punkers and GSI performance. However, GSI score was best among the interval [5-10], when the num-ber of punkers was defined by the interval (0,5), [5-10] and (10,∞). 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) 莊 荷 Dealer
17 澳門博彩業服務指數 Macau Gaming Service Index 圖表10:“角子機”的博彩業服務指數 Chart 10: Slot Machine’s Gaming Service Index (GSI) Slot Machine 在2013至2019年，對角子機的服務評核了1131次。角子機的服務指數在2019年第一季度達到了歷史新高156點，但其後開始下滑，直到第四季度才回升。2019全年角子機的平均服務指數為140點，同比上升11.9%，而笑容指數、主動指數以及耐心指數分別為147點（同比上升19.4%）、174點（同比上升13.1%）以及113點（同比輕微上升1.9%）。 During 2013-2019, a total of 1131 mystery shopper visits were made towards Slot Machine. GSI of Slot Machine reached the historical peak at 156 points in 2019 Q1. Then it declined constantly until Q3. The overall GSI score of Slot Machine in 2019 was 140 points which increased by 11.9% year on year. SI, PI and TI in 2018 were 147 points (+19.4% ), 174 points (+13.1%) and 113 points (+1.9%) 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) 角 子 機
澳門博彩業服務指數 Macau Gaming Service Index 18 保 安 Security 圖表12:“保安”的博彩業服務指數 Chart 12: Security’s Gaming Service Index (GSI) 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) 在2013至2019年，對保安的服務評核了1049次。保安的服務指數在2019年第一季度達到了歷史的新高，但隨後呈現下滑的趨勢。儘管如此2019全年的平均服務指數為106點同比輕微上升0.4%，而笑容指數、主動指數以及耐心指數分別為112點（同比上升13.2%）、108點（同比下跌4.9%）以及98點（同比下跌8.3%）。 During 2013-2019, a total of 1049 mystery shopper visits were made towards Security. GSI of Security reached the new historical peak at 119 points in 2019 Q1 which was on a downward trend since then. The overall GSI score of Security in 2019 was 106 points which increased by 0.4% slightly year on year. SI, PI and TI in 2019 were 112 points (+13.2% ), 108 points (-4.9%) and 98 points (-8.3%) respectively.
19 澳門博彩業服務指數 Macau Gaming Service Index 籌 碼 兌 換 Cashier 圖表14:“籌碼兌換”的博彩業服務指數 Chart 14: Cashier’s Gaming Service Index (GSI) 在2013至2019年，對籌碼兌換的服務評核了1048次。籌碼兌換的服務指數在2019年第二季達到歷史新高的147點，隨後呈下跌趨勢。但2019全年籌碼兌換的平均服務指數為133點同比上升14%，而笑容指數、主動指數以及耐心指數分別為141點（同比大幅上升27.2%）、152點（同比上升17.2%）以及113點（同比上升1.1%）。 During 2013-2019, a total of 1048 mystery shopper visits were made towards Cashier. GSI of Cashier reached the new historical peak at 147 points in 2019 Q2 which was on downward trend since then. But the overall GSI score of Cashier in 2019 was 133 points which increased by 14% year on year. SI, PI and TI in 2019 were 141 points (+27.2% ), 152points (+17.2%) and 113 points (+1.1%) 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)
澳門博彩業服務指數 Macau Gaming Service Index 20 會 籍 服 務 Membership 圖表16:“會籍服務”的博彩業服務指數 Chart 16: Membership’s Gaming Service Index (GSI) 在2013至2019年，對會籍服務評核了759次。會籍的服務指數在2019年第一季度達到歷史新高的116點，隨後呈下滑趨勢。但2019全年會籍服務的平均服務指數為107點較2018年上升10.3%。而笑容指數、主動指數以及耐心指數分別為111點（同比上升13.4%）、107點（同比上升15.9%）以及101點（同比上升2.3%）。 During 2013-2019, a total of 759 mystery shopper visits were made towards Membership. GSI of Membership hit the new historical peak at 116 points in 2019 Q1 which was on a downward trend since then. But the overall GSI score of Membership in 2019 was 107 points which increased by 10.3% year on year. SI, PI and TI in 2019 were 111 points (+13.4% ), 107points (+15.9%) and 101 points (+2.3%) 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)
21 澳門博彩業服務指數 Macau Gaming Service Index Shuttle Bus 圖表18:“發財巴”的博彩業服務指數 Chart 18: Shuttle Bus’s Gaming Service Index (GSI) 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) 在2013至2019年，對發財巴的服務評核了627次。發財巴的服務指數自2018年第二季開始的上升趨勢在2019年第二季度終止，此後不斷下滑至第四季度的113。但2019全年發財巴的平均服務指數為147點較2018年上升10.3%。而笑容指數、主動指數以及耐心指數分別為162點（同比上升17.2%）、162點（同比上升11.4%）以及126點（同比上升3.6%）。 During 2013-2019, a total of 627 mystery shopper visits were made towards Shuttle Bus. GSI of Shuttle Bus stopped the upward trend in 2019 Q2 which started from 2018 Q2. The overall GSI score of Shuttle Bus in 2019 was 147 points which increased by 10.3% year on year. SI, PI and TI in 2019 were 162 points (+17.2% ), 162 points (+11.4%) and 126 points (+3.6%) respectively. 發 財 巴
澳門博彩業服務指數 Macau Gaming Service Index 22 衣 帽 間 Cloakroom 圖表20:“衣帽間”的博彩業服務指數 Chart 20: Cloakroom’s Gaming Service Index (GSI) 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) 在2013至2019年，對衣帽間的服務評核了569次。衣帽間的服務指數在2019年呈先升後降的走勢，但整體而言仍處於高位。2019全年衣帽間的平均服務指數為175點同比上升14.5%，而笑容指數、主動指數以及耐心指數分別為206點（同比大幅上升20.9%）、189點（同比大幅上升25.4%）以及139點（同比輕微下滑0.4%）。 During 2013-2019, a total of 569 mystery shopper visits were made towards Cloakroom. GSI of Cloakroom in-creased first and decrease afterwards in 2019 which still kept in the high level. The overall GSI score of Cloakroom was 175 points that increased by 14.5% year on year. SI, PI and TI in 2019 were 206 points (+20.9% ), 189 points (+25.4%) and 139 points (-0.4%) respectively.
23 澳門博彩業服務指數 Macau Gaming Service Index 其他方面評測 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。2019年空氣質素保持“清新”的比率為98.8%，而2018年則為97.8%。 During each visit the mystery shoppers would also pay attention to the quality of air in casinos. They rated Air Qual-ity subjectively (i.e. Fresh, General, Stale). 98.8% of Air Quality was rated as “Fresh” in 2019 which was 97.8% in 2018. 圖表22:娛樂場主觀空氣質素季度評測 Chart 22: Quarterly Casino Air Quality 空 氣 質 素 Other Aspects 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 2019年“C”、“D”以及“E”三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 opera-tors “C”, “D” and “E” was rated “fresh” for 98% of the quarterly visits in 2019.
澳門博彩業服務指數 Macau Gaming Service Index 24 神秘顧客對前線服務人員進行評分時，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 frontline employees, they also rated the quality of the lavatory environment and made subjective assessments accord-ingly (i.e. Good, General, Bad). 圖表24:洗手間環境季度評測 Chart 24: Quarterly Cleanliness of Lavatory 洗手間環境 Lavatory 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 Lavatories of Gaming Concessionaries 整體而言，洗手間環境屬 “優良”的巡行比例在2019只有84%，較2018年（87.5%）有所下跌，這也是連續兩年錄得下跌。 84% of lavatory environment was rated as “good” in 2019, falling from last year (87.5% ). Continuous drop had been recorded for two consecutive years. 2019年只有“C”和“D”這兩個家賭牌公司旗下娛樂場洗手間環境的平均“優良”比率達到90%以上。 In 2019, the lavatory environ-ment of casino operators “C” and “D” were rated as “good”, with a average ratio up to 90%.
25 澳門博彩業服務指數 Macau Gaming Service Index Waiting Time 候 車 時 間 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。2019年發財巴等候時間與往年相若，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 5 to 9 minutes in 2019. 圖表26:發財巴等候時間（分鐘） Chart 26: Waiting Time (in minutes) for Shuttle Bus 2019 Average 7.11 minutes 2018 Average 6.64 minutes 圖表27:各賭牌公司每季度發財巴等候時間（分鐘） Chart 27: Quarterly Waiting Time (in minutes) of Gaming Concessionaires’ Shuttle Bus 2019年“D”公司發財巴平均等候時間最短（平均5.3分鐘）。主要是由於它在第三和第四季度候車時間在4分鐘以下。 The average waiting time of the Shuttle Bus of casino operator “D” was the shortest (5.3 minutes) in 2019, mainly because the waiting time is less than four minutes in Q3 and Q4. Interference 其他顧客滋擾 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。2019年，在某些賭牌公司旗下的娛樂場內，顧客依然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 dis-turbed by other people when evaluating Dealer and Slot Machine staff. Customers were still asked to “change Hong Kong dollars” or “transfer money” by strangers frequently in some casinos in 2019.
澳門博彩業服務指數 Macau Gaming Service Index 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) (莊荷) 服務過程中，職員的服務態度很好，經常面帶微笑。職員收發籌碼效率高，能耐心服務顧客，面對顧客下注不在區域內時，能主動協調顧客放置好籌碼。 (莊荷) 職員在服務過程中，坐姿不正，精神狀態不佳，對著顧客犯困，面無表情，職員沒有主動向顧客問好，接待顧客時態度很冷淡，沒什麼耐心。 (客戶服務) 在服務過程中，職員服務態度好，面帶微笑並主動地向顧客問好，很熱情地接待顧客。職員有主動告知顧客現在開卡可參與抽獎，且全程詳細說明開卡流程，表現禮貌。 (客戶服務) 職員在工作期間精神狀態不佳，有困意，在顧客靠近櫃檯時，沒有主動打招呼，回答顧客的問題時不詳細，表現出不耐煩的樣子。 (發財巴) 職員在服務過程中面帶微笑，有主動向顧客問好，在接待過程中，主動問顧客去向，有秩序地安排顧客上車。空氣沒有異味。 (發財巴) 職員在顧客來排隊時，主動向顧客問好，但表情嚴肅，在顧客上車前，職員有仔細檢查車上衛生；對顧客的詢問都一一的解答。車內有點悶熱。 (角子機) 職員在服務過程中，面帶微笑，對顧客的提問耐心解答。服務過程中職員顯得很有禮貌，職員在工作區域，會主動去關注在區域玩老虎機的顧客，在顧客接近櫃檯時主動地進行招呼或及時的問候。 (角子機) 老虎機的椅子很舒服，有多種多樣的遊戲機，感覺可玩性比較強，顧客示意職員過來，職員靠近顧客時有主動打招呼，當顧客詢問怎麼玩，怎麼才算中獎，職員比較有耐心地講解。但職員全程沒有笑容，不夠親切友善。 (保安) 職員在顧客靠近安保區域時，熱情地迎接顧客，臉上掛著笑容，對顧客諮詢的問題，有耐心解答指引，服務過程很熱心，能及時關注顧客的到來。 (保安) 職員在服務過程中，面無表情，沒有主動招呼顧客，面對顧客諮詢時，表現不專心，職員空閒時聚在一起閒聊。 (籌碼兌換) 職員見到顧客的到來便點頭示意問好，招呼時面帶微笑。職員把兌換的籌碼排放好之後再疊在一起給顧客，服務態度好，操作專業，職員能準確專業告知顧客即時匯率。 (籌碼兌換) 服務過程中，職員沒有微笑，表情木訥，有主動招呼顧客，兌換籌碼工作迅速，能夠回應顧客關於匯率的問題。 (衣帽間) 在服務過程中，職員一看到顧客，就熱情的詢問是不是要寄存，有沒有會員卡，拿了顧客的通行證耐心地寫完後，細心地告訴顧客，記得在裏面辦個會員卡，會方便很多，服務態度很好。 (衣帽間) 職員在顧客接近衣帽間時，沒有主動示意招呼，過程中板著臉，在辦理寄存手續時，只是指了下單據，斜視的看了一眼顧客，詢問填寫資料時，沒有回答，很不耐煩的樣子。職員並無問候，較為冷漠。整體服務感覺不專業，不熱情。
澳門博彩業服務指數 Macau Gaming Service Index 27 附件1 神秘顧客檢查表樣本
澳門博彩業服務指數 Macau Gaming Service Index 28 附件2 記者招待會及媒體報導 澳門日報-2019年11月29日 星期五 A11 經濟要聞 華僑報-2019年11月29日 星期五 第一張第四版 澳聞
29 澳門博彩業服務指數 Macau Gaming Service Index 市民日報-2019年11月29日 星期五 第4版 澳聞 Macau Daily Times 29 Nov 2019 Fri Page 4 Macau
澳門博彩業服務指數 Macau Gaming Service Index 30 附件3 GSI 2019 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 《澳門博彩業服務指數2018》 澳門博彩研究學會 Macau Gaming Service Index 2018 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)
