第一章 GSI 2020 研究總述 Chapter 1 Overview of GSI 2020 4第二章 GSI 2020 研究介紹 Chapter 2 Research Introduction of GSI 2020 6 第三章 GSI 2020 研究分析 Chapter 3 Research Analysis of GSI 2020 2020 行業總體表現 GSI (Overall Performance) in 2020 9 2020 各賭牌公司表現 GSI by Concessionaries in 2020 14 2020 各前線部門表現 GSI by Departments in 2020 15 其他方面評測 Other Aspects 23 神秘顧客對前線部門的評價 Comments on Departments 26 附件 Appendices 27
澳門博彩業服務指數 Macau Gaming Service Index 4 第一章 GSI 2020 研究總述 “中場業務”將是澳門博彩業未來發展的主旋律 目前中國內地正強力整治跨境賭博並限制博彩資金外流。由於博彩中介/代理通常都會牽涉國外的娛樂場，因此對他們的審查也上升到了前所未有的高度，這嚴重限制了他們把高端客人帶到貴賓廳的能力，澳門的貴賓廳業務也會受到影響。另一方面，中國內地也正推動人民幣數字化的進程，這將可能徹底改變澳門現有的支付體系，並有望成為澳門的法定貨幣。這意味著娛樂場將能夠直接使用人民幣購買籌碼,而無需再兌換成港幣。由於資金的流動性更加便捷，娛樂場與顧客之間將會建立更直接的聯繫，博彩中介/代理的角色也將進一步被削弱。各種政策表明，中場業務更具商業價值，會慢慢超過貴賓廳成為博彩收入的主要來源。相應的，中場的服務水平也會進一步影響娛樂場的市場競爭力。本會相信“澳門博彩業服務指數”的研究在澳門娛樂場中場服務水平的把關方面將扮演更加重要的角色。 2020 年受新冠疫情的影響，賭客數量銳減。2月5日至 19日，澳門還關閉所有賭場和其它娛樂場所 15天。內地赴澳門旅遊簽注也一度暫停，直到 2020年 9月 23日才全面恢復。因此，澳門博彩業全年收入下降了 79.3%，至 604億澳門元，為有記錄以來最差的一年。2020 年首三季度，《澳門博彩業服務指數 2020》的調查研究因客人數量不足而無法進行。幸運的是，全國自由行恢復後，客人也漸漸回流。為了研究的持續性，同時也渴望了解在疫情下博彩業前線員工的表現，並收集相關數據。經過深思熟慮後本會決定在第四季度重啟研究項目。神秘顧客巡查安排在 10 月和11月，分兩輪進行，共收集 1,248 個數據。 China continues to combat cross-boarder gambling and restrict the outflow of funds at present. The junkets/agents who are also involved in foreign casinos, not just Macau’s, is escalating to unprecedented levels, which will continue to cripple their abilities to bring premier customers to VIP room – foreign or otherwise – includ-ing Macau. That, in turn will diminish VIP business. The acceleration of digital RMB in China has the potential to be a game-changer for Macau by overhauling entire payment systems. That means RMB could become legal tender in Macau. Customers can buy chips instantly us-ing RMB without the need to convert to HKD by then. The need of junkets/agents will be significantly curtailed and casino operators can develop more direct relation-ship with customers via mass floor due to the ease of money flow. Various policies indicate that mass floor is showing more commercial value compared with VIP room and generating more revenue. Accordingly, the service level of mass floor will have a greater effect on the competitiveness of the concessionaries. We believe that Macau Gaming Service Index (GSI) will play a more important role in monitoring the service level of mass floor in Macau. Developing on mass market of Macau gaming industry will be the calling of the times. Due to the novel coronavirus outbreak, there was a sharp reduction in the number of customer in 2020. All casinos and entertainment venues in Macau suspended business for 15 days, from Feb 5 to 19. The travel en-dorsement was also suspended until Sep 23 2020. As a consequence, Macau turned the key on its worst year for gaming to date, with casino gross gaming reve-nue shrank 79.3% year on year significantly to Mop60.4 billion in 2020. Accordingly, GSI survey could not carry out in the first three quarters of 2020. Fortunately, the number of customer was rebounding slowly after the recovery of free individual visit from mainland China. Continuity was important for this longitudinal research, in order to conduct trend analysis. Therefore GSI was scheduled in the fourth quarter after serious delibera-tion to continue this meaningful research with the same sampling data. The observation was limited to two rounds, one in October and one in November. 1248 data were collected.
澳門博彩業服務指數 Macau Gaming Service Index 5 2021 年 1月 13日，本會成功通過網絡舉辦了線上研究成果發佈及研討會。六間博企、澳門旅遊局、統計暨普查局的代表以及學術界人士、新聞記者均受邀出席。以下是 2020 年度調查研究的主要發現： 1. 2020 年第四季度“澳門博彩業服務指數”為130.3 點，較去年同期的 113.3 點，顯著上升 15%。而“笑容”、“主動”以及“耐性”三方面的指數分別為 150.9 點（+37.4%）、150.3 點（+25.3%）以及 99 點（-11.7%）。 2. “路氹區指數”指數和“澳門半島區指數”分別為 144 點和 122 點，較去年同期顯著上升 15.2%和 11.9%。 3. 在參與調查的七個部門中，“衣帽間”服務指數為 202 點，排名第一。較去年同期顯著上升33.3%。而“庄荷”則排名第四，服務指數為 131點，較去年同期顯著上升 14%。 4. 由於中場禁煙，因此“空氣”大致保持清新。在某些娛樂場內，顧客會經常受到被陌生人詢問“是否要兌換港幣”、“是否要轉賬”等問題的滋擾。“洗手間”屬“優良”的巡行比例為 81%。“發財巴”等候時間為 5 至 9 分鐘。 The webinar was conducted for GSI results conference on Jan 13, 2021. Representatives of six casino concession-aries, Macau Government Tourism Office and Statistics and Census Service from the government of Macau Special Administrative Region as well as academics and journalists participated in the GSI symposium. The following were the key findings in 2020: i. The overall GSI score was 130.3 points in the fourth quarter of 2020, increased by 15% compared to 113.3 points in the same period of previous year. “Smiling Index”, “Proactiveness Index” and “Tolerance Index” were 150.9 points (+37.4%), 150.3 points (+25.3%) and 99 points (-11.7%) re-spectively. ii. “Cotai Index” was 144 points (+15.2%), versus 122 points (+11.9%) relative to Macau Peninsula. iii. “Cloakroom” topped all of the seven font-line de-partments with 202.1 points, increased by 33.3% significantly. And “Dealer” ranked fourth with the figure 131 points, increased by 14% significantly. iv. Due to the smoking control measure in mass floor, “Air Quality” was generally fresh in 2020. Custom-ers were harassed by strangers asking to “change Hong Kong dollars” or “transfer money” frequently. 81% of “Lavatories Environment” was rated as “good”. The waiting time of “Shuttle Bus” was 5-9 minutes. 2020 年對六間博企代表進行問卷調查的結果顯示，超過八成的人認為 GSI對澳門博彩業是有幫助的，他們會跟員工分享研究成果。因為他們認為 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。與會代表們都希望 GSI能持續進行，並增加樣本的數量。 最後，本會期望 2021年能持續進行“澳門博彩業服務指數”的研究，並衷心感謝澳門基金會對是次研究的全額贊助，以及香港通用檢測認證有限公司的大力協作。 More than 80% participants from the six concessionaries believed GSI was useful for Macau gaming industry. They also shared GSI results with their employees, because they believed GSI could help the management supervise the employees and improve gaming service quality. They were looking forward to GSI 2021 and increasing sample size. MGRA desires to sustain GSI research in 2021, and highly appreciates the full sponsorship from Macau Foundation Fund as well as the full support from SGS.
澳門博彩業服務指數 Macau Gaming Service Index 6 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 Macau 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 Macau Government to turn Macau 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 Macau as a tourism city and its competitiveness. 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 in 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). 第二章 GSI 2020 研究介紹
澳門博彩業服務指數 Macau Gaming Service Index 7 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),將 2020 年第四季度的得分（2.38）除以 2013年度得分(1.83)，得到 2020年第四季度的服務指數 130.3。 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 service score of 2.38 in the fourth quarter of 2020 is divided by the score of 2013 (i.e. 1.83) to generate the Gaming Service Index of 130.3. 範圍 Research Scale 2020 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、澳門美高梅、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：庄荷、角子機、籌碼兌換、會籍服務、發財巴、保安、衣帽間。 The 2020 survey locations include: The mass floors of fifteen representative casinos in Macau (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, Cashier, Membership, Shuttle Bus, Security and Cloakroom.
澳門博彩業服務指數 Macau Gaming Service Index 8 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 Departments 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 3 3 3 3 12 庄荷 Dealer 7 7 7 7 28 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 13 13 13 13 52 調查日期及時段： 2020年 10月至 11月，早上 11時至晚上 11時。（受新冠疫情影響，直到 2020年第四季客人數量才回升至可以進行調查的程度，因此數據的收集只安排在 10月和 11月，分兩輪進行。） 樣本大小： 2013年 810人次，2014 年 1728人次，2015 年 1728人次，2016年 1824 人次，2017年 2400 人次，2018 年 1720人次，2019年 1840人次，2020年 1248 人次，共 13298人次。 Survey dates and times: October to November in 2020; 11 am to 11pm.(Due to COVID -19 pandemic, the observa-tion was limited to two rounds, one in October and one in November, when there were enough customers.) Sample sizes: 810 visits in 2013, 1728 visits in 2014, 1728 visits in 2015, 1824 visits in 2016, 2400 visits in 2017, 1720 visits in 2018, 1840 visits in 2019, 1248 visits in 2020, total 13298 visits. 抽樣指引 Guideline for Table Selection 疫情前：百家樂客人數量為 3-8 人，骰子客人數量至少 3人，廿一點客人數量為 2-5人; 疫情時：百家樂客人數量為 1-5 人，骰子客人數量至少 1人，廿一點客人數量為 1-5人。 觀察時間一般為 10分鐘，當只有 1個客人時，觀察時間可調整為 3-5分鐘。 Before Pandemic: Baccarat 3-8 punters, Sic Bo at least 3 punters, Blackjack 2-5 punters ; During Pandemic: Baccarat 1-5 punters, Sic Bo at least 1 punter, Blackjack 1-5 punters. The time span of observation is 10 minutes usually, but that also could be adjusted to three to five minutes for any table with single punter due to pandemic situation in 2020.
澳門博彩業服務指數 Macau Gaming Service Index 9 第三章 GSI 2020 研究分析 博彩業服務指數行業總體表現 GSI Overall Performance 圖表 1:2013-2020 年每季度的博彩業服務指數 Chart 1:2013-2020 Quarterly Gaming Service Index (GSI) 2020 年第四季度的博彩業服務指數為 130.3點，較去年同期的 113.3點，大幅反彈 15%。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。2020 年在這兩個地區分別收集到 728和 520個數據，繼而得出它們的指數分別為 144點（+15.2%）和 122點（+11.9%），較去年同期亦呈現大幅反彈趨勢。“路氹區”娛樂場的表現好過“澳門半島區”。 The overall gaming service index in the fourth-quarter of 2020 was 130.3 points, increased by 15% significantly compared with 113.3 points in the same period of previous year. “Cotai Index” and “Macau Peninsula Index” had been introduced since 2017. 728 and 520 data were collected from two regions respectively in 2020. These data supported to generate “Cotai Index” (144 points) and “Macau Penin-sula Index” (122 points). Both of them rebounded significantly, increased by 15.2% and 11.9% respectively. The ca-sinos located in Cotai performed better than those in Macau Peninsula.
澳門博彩業服務指數 Macau Gaming Service Index 10 的工作表現描述 Positive Assessments 的工作表現描述 Negative Assessments
澳門博彩業服務指數 Macau Gaming Service Index 11 圖表 2:2013-2020 年每季度的笑容指數 Chart 2:2013-2020 Quarterly Smiling Index (SI) 2020 年第四季度的笑容指數出現 V型反彈，由去年同期的 109.9點，大幅上升 37.4%至 150.9點。這個分數同時也創下歷史新高。“路氹笑容指數”和“澳門半島笑容指數”亦出現類似的反彈，分別回升至 161點和 144 點。 The overall smiling index in the fourth-quarter of 2020 showed a V-shaped recovery, increased by 37.4% significant-ly to 150.9 points, compared with 109.9 points in the same period of previous year. It also hit the new historical peak. Demonstrate a similar recovery, “Cotai SI” and “Macau Peninsula SI” rebounded to 161 points and 144 points respectively. 鑒於疫情之下，所有前線員工均佩戴口罩。因此在評審“笑容”時，以“杜鄉式微笑”為標準。“杜鄉式微笑”是最具影響力的表情之一，是大多數人公認的最真實地表達幸福的方式。 “杜鄉式微笑”是由兩塊面部肌肉的共同作用產生的。顴大肌抬起嘴角，眼輪匝肌抬起臉頰，眼角會跟著產生笑紋。 Because of the pandemic that everyone is re-quired to wear surgical mask, assessment was mainly based on “Duchenne Smile”, which is among the most influential of human expressions. It’s the smile most of us recognize as the most authentic expres-sion of happiness. A Duchenne smile is produced by the joint action of two facial muscles. The zygomaticus major muscle lifts the corners of your mouth while the orbicularis oculi raises your cheeks, causing the subsequent laugh lines at the outside corners of your eyes. 杜鄉式 微笑
澳門博彩業服務指數 Macau Gaming Service Index 12 圖表 3:2013-2020 年每季度的主動指數 Chart 3:2013-2020 Quarterly Proactiveness Index (PI) 2020 年第四季度的主動指數也出現 V型反彈，由去年同期的 120點，大幅上升 25.3%至 150.3點。“路氹主動指數”和“澳門半島主動指數”亦出現類似的反彈，分別回升至 179點和 136點。 The overall proactiveness index in the fourth-quarter of 2020 showed a V-shaped recovery as well, increased by 25.3% significantly to 150.3 points, compared with 120 points in the same period of previous year. Demonstrate a similar recovery, “Cotai PI” and “Macau Peninsula PI” rebounded to 179 points and 136 points respectively. 背後的心態是你希望為顧客提供超越一切的服務，提高顧客忠誠度，所以你會在問題出現之前為顧客提供解決方案，從而建立一種互利的關係。 The mentality behind proactive cus-tomer service is that you wants to go above and beyond for customers. You want to prove your trustworthiness and increase customer loyalty, so you offer customers solutions before problems arise which creates a mutu-ally-beneficial relationship. “主動服務”
澳門博彩業服務指數 Macau Gaming Service Index 13 圖表 4:2013-2020 年每季度的耐心指數 Chart 4:2013-2020 Quarterly Tolerance Index (TI) 2020 年第四季度的耐心指數自 2019年第三季度起，連續兩次下跌至 99.1點，較去年同期的 112.3 點下跌 11.7%。“路氹耐心指數”（109點）和“澳門半島耐心指數”（94點）同樣出現下滑趨勢。 The overall tolerance index in the fourth-quarter of 2020 had declined for two consecutive quarters since the third quarter of 2019. Compared with 112.3 points in the fourth quarter of 2019, the overall tolerance index was 99.1 points, decreased by 11.7%. Demonstrate a similar downward trend, “Cotai TI” and “Macau Peninsula TI” declined to 109 points and 94 points respectively. 對於顧客服務人員至關重要，尤其是在接待處於生氣或惱怒中的客人時，需始終如一地待之以熱情與禮貌。具體來講，在接待客人時要做到有問必答、百問不厭、百挑不厭,設身處地為客人解決問題。 “耐心服務” Tolerance is crucial for customer service profes-sionals, especially when dealing with angry or irritated customer, who should be treated with enthusiasm and courtesy consistently. You have to be willing to take the time to listen pa-tiently and try to put yourself in customers’ shoes, fully understand each customer’s problems and needs, then offer viable solutions.
澳門博彩業服務指數 Macau Gaming Service Index 14 博彩業服務指數以賭牌公司分組 GSI by Gaming Concessionaries 圖表 5:2013-2020 各賭牌公司的季度表現 Chart 5:2013-2020 Quarterly GSI by Gaming Concessionaries “A”為 2020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。 對比 2019年第四季度，六家博企均出現不同程度的反彈。但若以年度來看只有“A”、“C”、“F”三家博企呈上升趨勢，其中代號為“F”的博企上升最多，高達 9.73%。 “A” represented the gaming concessionary, that had best performance in the fourth quarter of 2020, ranking by analogy. Each year, the casinos would be indicated by different letters. To protect privacy, MGRA had never dis-closed the ranking but only to relative concessionaries. The indices of six gaming concessionaries rebounded in var-ying degrees in the fourth quarter of 2020. Gaming concessionaries who were “A”, “C” and “F” showed increase trends, compared to 2019 annually. Especially, gaming concessionary “F” had the largest improvement (+9.73%) among six gaming concessionaries in 2020. 圖表 6:2013-2020 各賭牌公司的年度表現 Chart 6:2013-2020 Yearly GSI by Gaming Concessionaries
澳門博彩業服務指數 Macau Gaming Service Index 15 博彩業服務指數以前線部門分組 GSI by Front-Line Departments 圖表 7:2013-2020 各前線部門的季度表現 Chart 7:2013-2020 Quarterly GSI by Front-Line Departments 2020 年第四季度,在全部七個前線部門中，“衣帽間”以 202.1分排名第一。“發財巴”以 175.6分排名第二，但與去年同期相比，它卻是升幅最大的部門，達到 54.8%。“庄荷”則以 131.2分排名第四。以年度來看，“衣帽間”、“發財巴”以及“籌碼兌換”自 2018 年起呈明顯上升趨勢。而近四年，“保安”則表現平穩。 Cloakroom ranked first among all seven front-line departments with 202.1 points in the fourth quarter of 2020. Number two was Shuttle Bus with 175.6 points, but it made the greatest improvement, increased by 54.8% com-pared with that in the same period of 2019. Dealer ranked the fourth with 131.2 points. By annual observation, Cloakroom, Shuttle Bus and Cashier showed the upward trends since 2018. The service performance of Security remained stable in the past four years. 圖表 8:2013-2020 各前線部門的年度表現 Chart 8:2013-2020 Yearly GSI by Front-Line Departments
澳門博彩業服務指數 Macau Gaming Service Index 16 圖表 9:“庄荷”的博彩業服務指數 Chart 9:Dealer’s Gaming Service Index (GSI) 2013-2020年，對“庄荷”的服務水平評核了 7,146 次。2020年第四季度“庄荷”的服務指數為 131.2點，較去年同期的 115.1 點大幅上升 14%。而笑容指數、主動指數以及耐心指數分別為 163 點（同比上升50.1%）、157.5點（同比上升 40.7%）以及 92.8 點（同比下跌 23.8%）。下圖顯示，耐心指數已連續下跌兩個季度。在疫情期間，遵從澳門特區政府的防疫指引，每張賭檯限坐三個人，以保持社交距離。 圖表 10:“庄荷”的笑容、主動和耐心指數 Chart 10:Dealer’s Smiling Index (SI), Proactiveness Index (PI) and Tolerance Index (TI) During 2013-2020, a total of 7,146 mystery shopper visits were made towards the services of Dealer. GSI of Dealer was 131.2 points in the fourth quarter of 2020, increased by 14% significantly compared with 115.1 points in the same period of previous year. SI, PI and TI were 163 points (+50.1%), 157.5 points (+40.7%) and 92.8 points (-23.8%) respectively. The graph below showed a downward trend in tolerance for two consecutive quarters. Comply with the Macau Government Instruction for Prevention of Novel Coronavirus, no more than three punkers could be seated together at one gaming table in order to keep social distance.
澳門博彩業服務指數 Macau Gaming Service Index 17 圖表 11:“角子機”的博彩業服務指數 Chart 11:Slot Machine’s Gaming Service Index (GSI) 圖表 12:“角子機”的笑容、主動和耐心指數 Chart 12:Slot Machine’s Smiling Index (SI), Proactiveness Index (PI) and Tolerance Index (TI) 2013-2020 年，對“角子機”的服務水平評核了 1,218 次。2020 年第四季度“角子機”的服務指數為121點，較去年同期的 134.8點下跌 10.2%。而笑容指數、主動指數以及耐心指數分別為 130.6點（同比下跌 8.8%）、140.6點（同比下跌 12.7%）以及 100點（同比下跌 10%）。圖中顯示，各個指數自 2019年第一季度起均呈現下跌的趨勢。 During 2013-2020, a total of 1,218 mystery shopper visits were made towards the services of Slot Machine. GSI of Slot Machine was 121 points in the fourth quarter of 2020, decreased by 10.2% compared with 134.8 points in the same period of previous year. SI, PI and TI were 130.6 points (-8.8%), 140.6 points (-12.7%) and 100 points (-10%) respectively. All of the graphs showed the downward trends since the first quarter of 2019.
澳門博彩業服務指數 Macau Gaming Service Index 18 圖表 13:“保安”的博彩業服務指數 Chart 13:Security’s Gaming Service Index (GSI) 圖表 14:“保安”的笑容、主動和耐心指數 Chart 14:Security’s Smiling Index (SI), Proactiveness Index (PI) and Tolerance Index (TI) 2013-2020年，對“保安”的服務水平評核了 1,145 次。2020年第四季度“保安”的服務指數為 106點，較去年同期的 89.1 點大幅上升 18.9%。而笑容指數、主動指數以及耐心指數分別為 114.4 點（同比上升24.7%）、111.5點（同比上升 32.4%）以及 92.1 點（同比上升 2.1%）。下圖顯示，耐心指數自 2018年第四季度起均呈現緩慢下跌的趨勢。 During 2013-2020, a total of 1,145 mystery shopper visits were made towards the services of Security. GSI of Secu-rity was 106 points in the fourth quarter of 2020, increased by 18.9% significantly compared with 89.1 points in the same period of previous year. SI, PI and TI were 114.4 points (+24.7%), 111.5 points (+32.4%) and 92.1 points (+2.1%) respectively. The graph below showed a slight downward trend in tolerance since the fourth quarter of 2018.
澳門博彩業服務指數 Macau Gaming Service Index 19 圖表 15:“籌碼兌換”的博彩業服務指數 Chart 15:Cashier’s Gaming Service Index (GSI) 圖表 16:“籌碼兌換”的笑容、主動和耐心指數 Chart 16:Cashier’s Smiling Index (SI), Proactiveness Index (PI) and Tolerance Index (TI) 2013-2020年，對“籌碼兌換”的服務水平評核了 1,144次。2020年第四季度“籌碼兌換”的服務指數為 142.4 點，較去年同期的 113.1 點大幅上升 25.8%。而笑容指數、主動指數以及耐心指數分別為 178.3 點（同比上升 69.5%）、158.6 點（同比上升 14%）以及 102.7 點（同比上升 0.8%）。下圖顯示，笑容指數在2020第四季度呈強勢的 V型反彈，並達到了歷史新高。 During 2013-2020, a total of 1,144 mystery shopper visits were made towards the services of Cashier. GSI of Cash-ier was 142.4 points in the fourth quarter of 2020, increased by 25.8% significantly compared with 113.1 points in the same period of previous year. SI, PI and TI were 178.3 points (+69.5%), 158.6 points (+14%) and 102.7 points (+0.8%) respectively. The graph below showed a strong V-shaped recovery in smiling in the fourth quarter of 2020. That also hit the new historical peak.
澳門博彩業服務指數 Macau Gaming Service Index 20 圖表 17:“會籍服務”的博彩業服務指數 Chart 17:Membership’s Gaming Service Index (GSI) 圖表 18:“會籍服務”的笑容、主動和耐心指數 Chart 18:Membership’s Smiling Index (SI), Proactiveness Index (PI) and Tolerance Index (TI) 2013-2020年，對“會籍服務”的服務水平評核了 855 次。2020年第四季度“會籍服務”的服務指數為107.2點，較去年同期的 97.6點上升 9.9%。而笑容指數、主動指數以及耐心指數分別為 119.5點（同比上升 14.8%）、103.8點（同比上升 13.6%）以及 96點（同比上升 0.5%）。下圖顯示，會籍服務員在“耐心”招呼客人方面相對其它兩個方面表現穩定。 During 2013-2020, a total of 855 mystery shopper visits were made towards the services of Membership. GSI of Membership was 107.2 points in the fourth quarter of 2020, increased by 9.9% compared with 97.6 points in the same period of previous year. SI, PI and TI were 119.5 points (+14.8%), 103.8 points (+13.6%) and 96 points (+0.5%) respectively. The graph below showed a more stable trend in tolerance than “Smiling” and “Proactiveness”.
澳門博彩業服務指數 Macau Gaming Service Index 21 圖表 19:“發財巴”的博彩業服務指數 Chart 19:Shuttle Bus’s Gaming Service Index (GSI) 圖表 20:“發財巴”的笑容、主動和耐心指數 Chart 20:Shuttle Bus’s Smiling Index (SI), Proactiveness Index (PI) and Tolerance Index (TI) 2013-2020年，對“發財巴”的服務水平評核了 723次。2020年第四季度“發財巴”的服務指數為 175.6點，較去年同期的 113.4點大幅上升 54.8%。而笑容指數、主動指數以及耐心指數分別為 237點（同比上升120.1%）、183點（同比上升 50.8%）以及 124.5點（同比上升 10.9%）。下圖顯示，“發財巴”服務員的表現非常不穩定，尤其在“笑容”和“主動”這兩方面總是大起大落。 During 2013-2020, a total of 723 mystery shopper visits were made towards the services of Shuttle Bus. GSI of Shuttle Bus was 175.6 points in the fourth quarter of 2020, increased by 54.8% significantly compared with 113.4 points in the same period of previous year. SI, PI and TI were 237 points (+120.1%), 183 points (+50.8%) and 124.5 points (+10.9%) respectively. The performances of Shuttle Bus’s attendants were unstable. The trends of “Smiling” and “Proactiveness” liked roller coaster rides.
澳門博彩業服務指數 Macau Gaming Service Index 22 圖表 21:“衣帽間”的博彩業服務指數 Chart 21:Cloakroom’s Gaming Service Index (GSI) 圖表 22:“衣帽間”的笑容、主動和耐心指數 Chart 22:Cloakroom’s Smiling Index (SI), Proactiveness Index (PI) and Tolerance Index (TI) 2013-2020年，對“衣帽間”的服務水平評核了 665次。2020年第四季度“衣帽間”的服務指數為 202.1點，較去年同期的 151.7點大幅上升 33.3%。而笑容指數、主動指數以及耐心指數分別為 261.6點（同比上升 55.5%）、204.1點（同比上升 20.4%）以及 151.5點（同比上升 20.9%）。下圖顯示，“衣帽間”服務員的表現非常不穩定，尤其在“笑容”和“主動”這兩方面總是大起大落，與“發財巴”服務員的情況相似。 During 2013-2020, a total of 665 mystery shopper visits were made towards the services of Cloakroom. GSI of Cloakroom was 202.1 points in the fourth quarter of 2020, increased by 33.3% significantly compared with 151.7 points in the same period of previous year. SI, PI and TI were 261.6 points (+55.5%), 204.1 points (+20.4%) and 151.5 points (+20.9%) respectively. The performances of Cloakroom’s attendants were unstable, especially in “Smiling” and “Proactiveness”, just like the attendants of Shuttle Bus.
澳門博彩業服務指數 Macau Gaming Service Index 23 圖表 23:娛樂場空氣質素季度評測 Chart 23:Quarterly Assessment onCasino Air Quality 方面評測 Other Aspects 神秘顧客每次對員工進行評核時，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。2020年第四季度“空氣質素”保持“清新”的比率為 98%。 During each visit, the mystery shopper would also pay attention to the Air Quality, which was rated subjectively (i.e. Fresh, General, Stale). 98% of Air Quality was rated as “Fresh” in the fourth quarter of 2020. 圖表 24:各賭牌公司各季度空氣質素“清新”比率 Chart 24:Quarterly Ratio of “Fresh” Air Quality by Gaming Concessionaries 2020 年第四季度，“D”公司的“空氣質素”在神秘顧客巡查期間，“清新”比率為 100%。即使“清新”比率被評為最低的“E”公司，也高達95%。 The air quality of gaming concessionary “D” was rated as “Fresh” with a ratio of 100% in the fourth quarter of 2020, versus the lowest ratio of 95% was rec-orded in gaming concessionary “E”.
澳門博彩業服務指數 Macau Gaming Service Index 24 圖表 25:娛樂場洗手間環境季度評測 Chart 25:Quarterly Assessment on Lavatory Environment 神秘顧客每次對員工進行評核時，都會同時留意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 mystery shopper visited the casinos, they would also pay attention to the environ-ment of lavatory and make subjective assessment (i.e. Good, General, Bad). 整體而言，2020年“洗手間環境”屬於“優良”的比例為 81%,較 2019年度的 84%下跌 3個百分點。同時，這也是“洗手間環境”連續三年錄得下跌。 81% of lavatory environment was rated as “good” in 2020, decreased by 3% compared with 84% in 2019. A contin-uous decline had been recorded for three consecutive years. 圖表 26:各賭牌公司洗手間環境“優良”比率 Chart 26:Ratio of “Good” Lavatory Environment by Gaming Concessionaries 2020 年第四季度，“A”公司的“洗手間環境”在神秘顧客巡查期間，“優良”比率為 100%。“C”公司的洗手間環境欠佳，“優良”比率僅為 65%。 The lavatory environment of gaming concessionary “A” was rated as “good” with the ratio of 100% in the fourth quarter of 2020, versus the lowest ratio of 65% was recorded in gaming conces-sionary “C” whose lavatory environ-ment was not good enough.
澳門博彩業服務指數 Macau Gaming Service Index 25 圖表 27:發財巴候車時間（分鐘） Chart 27:Waiting Time (in minutes) of Shuttle Bus 神秘顧客在評核發財巴服務員時，會記錄候車時間。2020年發財巴等候時間與去年相若，大約在 5至 9分鐘之間。 The mystery shopper would record the waiting time when assessing the performance of Shuttle Bus’s attendants. In 2020, the waiting time was approximately 5 to 9 minutes that was comparable to last year. 圖表 28:各賭牌公司發財巴等候時間（分鐘） Chart 28:Waiting Time (in minutes) of Shuttle Bus by Gaming Concessionaries 2020年第四季度，在神秘顧客巡查期間，“D”公司的“候車時間”最短，時間平均為 3.75分鐘。而“A”公司的候車時間最長，平均需時 9.5分鐘。 The gaming concessionary “D” had the shortest shuttle bus average waiting time, which was recorded as 3.75 minutes in the fourth quarter of 2020. However, gaming concessionary “A” had the longest shuttle bus average waiting time, recorded as 9.5 minutes. 神秘顧客再評核庄荷和角子機時，亦會注意當時在場的顧客有沒有被其他人滋擾。2020 年，在某些娛樂場內，顧客會經常受到被陌生人詢問“是否要兌換港幣”、“轉賬”等問題的滋擾。 The mystery shoppers would also take note of situations whether a customer was dis-turbed by other people when evaluating Dealer and Slot Machine attendants. In 2020, customers were still asked to “change Hong Kong dollars” or “transfer money” by strangers frequently in some casinos.
澳門博彩業服務指數 Macau Gaming Service Index 26 顧客對前線部門的評價 Comments on Front-Line 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) (庄荷) 職員在服務過程中面帶微笑，當顧客接近賭檯時，主動示意顧客坐下，主動招待顧客，解答顧客疑慮，跟顧客有交流。 (庄荷) 在服務過程中，職員缺乏活力，整個人坐在那裡發呆，沒有笑容，眼神冷淡，沒有主動向顧客問好。 (會籍服務) 職員看到顧客時，有展露笑容，並有禮貌地向顧客打招呼。職員耐心指導顧客怎樣開卡，當顧客問路時，職員能提供正確的路線指引。整個過程職員熱情有耐心，總體不錯。 (會籍服務) 職員沒有笑容，沒有主動問好，一直在發訊息，沒有專心幫顧客辦卡，不尊重顧客。辦卡時職員要求顧客拍照，語氣不友善地告訴顧客摘下口罩，整體服務態度差。 (發財巴) 職員在看到顧客來排隊時，面帶笑容，主動地招呼，服務過程很有耐心。職員會耐心地回答顧客的查詢，主動幫顧客拿行李。車輛乾淨無異味，而且座位上設置隔座提醒。 (發財巴) 職員十分主動要求客人出示澳門健康碼、核酸證明等需要檢查的資料，但職員說話語氣平淡，沒有笑容。 (角子機) 在服務過程中，職員面帶笑容，主動向顧客問好，服務意識好。該職員耐心講解遊戲規則，講解怎麼中獎，倍數規則，語氣誠懇友善。 (角子機) 職員在服務過程中，表情冷漠，比較被動等待顧客去詢問，諮詢過程有教導顧客如何使用老虎機，看起來對業務很熟練。 (保安) 職員看見顧客會主動打招呼問好，讓顧客出示健康碼，幫忙顧客連接網絡，服務態度很好。 (保安) 職員在崗位時，有點漫不經心，不主動接待顧客，跟同事互相推脫安檢的責任，檢查證件時比較隨意。 (籌碼兌換) 職員見到顧客會揮手主動打招呼說“歡迎”，兩隻手遞上籌碼，動作很有禮貌。顧客詢問兌換率問題，職員詳細回答，總體不錯。 (籌碼兌換) 職員表情嚴肅，但有主動向顧客問好。兌換的過程中，職員聲音太小，顧客聽不清楚，顧客覺得與職員交流很吃力。 (衣帽間) 在服務過程中，職員看到顧客走過來會主動問好。臨走時，溫馨提醒顧客拿好證件，雙手遞上「存包卡」，回答顧客的問題時也很耐心。 (衣帽間) 職員面無表情，沒有主動打招呼，整個過程表現得不耐煩，語氣不友善，感覺很嫌棄顧客。
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 研討會及媒體報導
澳門博彩業服務指數 Macau Gaming Service Index 29
澳門博彩業服務指數 Macau Gaming Service Index 30 附件 3 GSI 2020 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 《澳門博彩業服務指數 2019》 澳門博彩研究學會 Macau Gaming Service Index 2019 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)
