04 06 09 2021 行業總體表現 GSI (Overall Performance) in 2021 09 2021 各賭牌公司表現 GSI by Concessionaires in 2021 14 2021 各前線部門表現 GSI by Departments in 2021 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 27 附件 Appendices 第三章 GSI 2021 研究分析 Chapter 3 Research Analysis of GSI 2021 第二章 GSI 2021 研究介紹 Chapter 2 Research Introduction of GSI 2021 第一章 GSI 2021 研究總述 Chapter 1 Overview of GSI 2021 目錄 Contents
4 第一章 GSI 2021 研究總述 Chapter 1 Overview of GSI 2021 目 前，澳門六張博彩經營牌照將於 2022 年 6月 26日到期。為應對新一輪的賭牌競投，澳門特別行政區行政會議於 2022 年 1 月14日完成對 16/2001號澳門博彩法《訂定娛樂場幸運博彩經營法律制度》草案的討論。草案要點包括： i）經營娛樂場幸運博彩牌照的批給數量最多為六個；ii）澳門的博彩稅將維持在 35%+5%； iii）新賭牌有效期縮短至 10+3年； iv）政府將不會對博彩公司的利潤分配進行嚴格監管並放棄指派政府代表的提案。本會認爲該草案的發佈對行業整體來説是積極的，現有的博彩運營商均有可能獲得牌照，無論就業環境還是投資環境都將保持穩定，亦不會對澳門政府的財政收入造成巨大衝擊。 受 「太陽城事件影響」，部分博企終止與博彩中介人合作，大多數博彩中介人退場，澳門大部分貴賓廳結業。中金公司研究部預估貴賓廳業務會進一步下降，收入佔比可能降至 5%至10%。而中場業務會逐漸成爲博彩公司佔比最大的博彩收益。在此大趨勢下，本會認爲博彩運營商可借鑑拉斯維加斯，通過自營貴賓廳和高端中場吸引前貴賓廳顧客，從而帶動行業快速復蘇。但由於招攬高端客戶相較中場客戶需付出更高的成本，甚至可能要承擔客戶借貸的風險，因此相信博彩運營商更願意拓展中場業務。中場的服務水平會成爲影響娛樂場市場競爭力的重要因素。本會一直致力於通過「澳門博彩業服務指數」的研究為澳門娛樂場中場服務水平把關，並提供一個標杆指標作爲業界參考。 The current six concessions and sub-concessions are due to expire on 26 Jun 2022. The executive council of Macau had completed a public consultation on the amendment to No. 16/2001 Macau gaming law on 14 Jan 2022, associated with a new international public tender of Macau casino concessions. The bill includes four key elements: i) Macau keeps casino concessions limited to six; ii) No change to the current rate of gam-ing tax (35% + 5% on gross gaming revenue); iii) The maximum period of concession will be reduced to 10 years (with 3 years of exceptional extension); iv) There are no limitations to the distribution of dividends and no appointment of a government representative to each concessionaire. From our perspective, the amend-ments to Macau gaming law are positive for the gaming industry. All existing operators can probably renew their concessions, and this will keep the overall em-ployment situa-tion stable as well as the investment climate. The gov-ernment could also refrain from a massive impact on the revenue. 2021 年全年入境澳門的旅客共7,705,943 人 次，較 2020 年 增 加30.7%，與 2019 年比較則下跌八成。2021 年博彩收入 869 億元，較 2020 年的 604 億元回升 43.7%，與 2019 年的2,925 億元相比，下跌七成，即 2021 年博彩業恢復至疫情前的三成。 The visitor arrivals totaled 7,705,943 in 2021, representing an annual in-crease of 30.7% versus an approxi-mately 80% decrease compared with that in 2019. The gaming revenue was 86.9 billion in 2021, increased by 43.7% compared with 60.4 billion in 2020. The former tally had been an approximate-ly 70% decline on 292.5 billion of 2019, namely recovering to 30% of the pre-pandemic levels. Following the closure of all Suncity Group VIP rooms, some gaming concessionaires ceased collaboration with other junket brands. The latter closed their doors and pulled out of the Macau market. The research de-partment of China International Capital Corporation Limited (CICC) forecasted a further decline on VIP busi-ness to 5%-10%. On the contrary, the mass market would recover gradually and occupied the largest mar-ket share eventually. From our perspective, the casino operators can draw on the experience of Las Vegas, which may benefit from switching junket customers to direct VIP or premium mass in the present situation. But the casino operators may more likely to target mass punters due to the larger profit margin and the lower credit risk. The service level of the mass floor will be an important influencing factor for the concession-aires’ competitiveness. MGRA devotes to monitoring the service level of the mass floor by this mystery shop-per research of Macau Gaming Service Index as an in-dicative benchmark for the industry.
5 2022 年 1 月 25 日（星期二）上午 11 ： 00 本會通過網絡平臺成功舉辦了「澳門博彩業服務指數 2021」研究成果發佈及研討會。澳門旅遊局、多家博企代表以及學術界人士、多家新聞媒體記者受邀出席。 The webinar on the press conference of Macau Gaming Service Index 2021 was conducted successfully at 11:00 A.M. on Jan-uary 25, 2022 (Tuesday). The representatives of Macau Gov-ernment Tourism Office and many casino concessionaires as well as academics and journalists participated in the event. 以下是 2021年度調查研究的主要發現： The following were the key findings in 2021: “Smiling”, “Proactiveness”, and “Tolerance” are the ba-sics of high-quality service. MGRA desires to sustain GSI research in 2022. The service level of the gaming indus-try has become increasingly important to the service providers, academics, and social communities. Lastly, we would like to appreciate the long-term sponsorship from Macao Foundation Fund as well as the strong sup-port from SGS. i) The overall gaming service index in the fourth quarter of 2021 was 130.1 points, which was com-parable to that in 2020. “Smiling Index”, “Proactiveness Index” and “Tolerance Index” were 145.7 points (-3.5%), 162.7 points (+8.2%) and 96 points (-3.3%), respectively. In opposite to “Proactiveness Index” which hit a new historical peak, “Tolerance Index” slumped beyond the benchmark value of 2013 and hit the new historical nadir. ii) “Cotai Index” was 135 points (-6.3%), versus 139 points (+13.9%) relative to Macau Peninsula which surpassed Cotai for the first time in the gaming ser-vice index and hit a new historical peak. iii) Cloakroom which was recorded as 213.8 points (+5.8%) in 2021, topped all the seven front-line de-partments for five consecutive years. Table Game (Dealer) dropped from the fourth in 2020 to the fifth with 129.6 points (-1.2%). iv) Due to the smoking control measure in the mass floor, the air quality was generally fresh in current years. 97% of lavatory environment was rated as “good”. The waiting time for the shuttle bus was approximately 11 minutes, which increased signifi-cantly year on year. The customers were more fre-quently asked if they wanted to change Hong Kong dollars or transfer money. 1) 2021年第四季度「澳門博彩業服務指數」為 130.1點，與去年相若。「笑容」、「主動」以及「耐心」三方面的指數分別為 145.7 點（-3.5%）、162.7 點（+8.2%）以及 96點（-3.3%）。其中「主動」指數創下歷史新高，而「耐心」指數則跌穿2013 年的基準值並創下歷史新低。 2) 「路氹區」指數和「澳門半島區」指數分別為 135點（-6.3%）和 139點（+13.9%）。「澳門半島區」指數首次超越「路氹區」指數，並創下歷史新高。 3) 在參與調查的七個前線部門中，「衣帽間」的服務指數為 213.8點（+5.8%），連續五年排第一。「賭檯運作(庄荷)」排第五，較 2020年下跌一位，服務指數為 129.6點（-1.2%）。 4) 由於中場禁煙，因此近幾年場内「空氣」大致是清新的。「洗手間環境」屬於「優良」的比例為97%。「發財巴」等候時間約為 11分鐘，同比大幅增加。在某些娛樂場內，顧客被陌生人詢問「是否要兌換港幣」、「轉賬」等問題的情況大幅增加。 微 笑服務、主動問候和耐心接待是高品質服務的基礎，本會期望在 2022年能持續進行「澳門博彩業服務指數」的研究，讓業界、學術界乃至整個社會都關注博彩業的服務水平。最後，衷心感謝澳門基金會對這項研究的長期贊助，以及香港通用檢測認證有限公司的大力協助。
6 自 2013 年起，本會在澳門基金會的支持下為澳門博彩業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延長旅客逗留時間，增加回頭客及新的旅客人數，提升澳門旅遊城市形象及競爭力。 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 concessionaires 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 Macau Govern-ment to turn Macau into a world-class tourism and leisure city. Professional services help lengthen their duration of staying, increase the number of new visitors and repeat patrons, and elevate the image of 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、培訓以及數據的搜集和輸入。在神秘顧客搜集數據的過程中，SGS會安排一組項目協調員進行管理，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要求神秘顧客在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，避免長時間拖延令其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 online 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 adopted in the re-search. The research team would arrange several 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 2021 研究介紹 Chapter 2 Research Introduction of GSI 2021 目的 Research Objectives
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點),將 2021 年第四季度的得分（2.38）除以 2013年度得分(1.83)，得到 2021年第四季度的服務指數 130.1點。 In order to construct the service index for the gaming industry, we need to understand the key service expecta-tion from the perspectives of the casino customers. The MGRA organized several focus group discussions among industry representatives and academia and conducted questionnaire surveys at the main border points. The ques-tionnaire survey findings revealed 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 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 points). The service score of 2.38 in the fourth quarter of 2021 is divided by the score of 2013 (i.e. 1.83) to generate the Gaming Service Index of 130.1 points. 範圍 Research Scale 2021 年調查地點包括：澳門主要 12間具代表性的娛樂場（澳門半島區：新葡京、星際、澳門美高梅、金沙、永利；路氹區：上葡京、銀河、美獅美高梅、威尼斯人、永利皇宮、新濠天地、新濠影匯 ）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：賭檯運作（庄荷）、角子機、籌碼兌換、會籍服務、發財巴、保安以及衣帽間。 The 2021 survey locations included: The mass floors of twelve representative casinos in Macau (Macau Peninsula: Grand Lisboa, StarWorld, MGM Macau, Sands, Wynn Macau; Cotai: Grand Lisboa Palace, Galaxy, MGM Cotai, Ve-netian, Wynn Palace, City of Dream, Studio City). The employees being surveyed are the frontline employees in the following seven departments: Table Game (Dealer), Slot Machine, Cashier, Membership, Shuttle Bus, Security, and Cloakroom.
8 娛樂場的抽樣比例及調查時段分佈 Ratio of Samples and Survey Time Schedule Distribution for Each Casino 調查日期及時段： 2021年 11月至 12月，下午 3時至晚上 11時。（受新冠疫情影響，神秘顧客調查均安排在 2021 年的第四季，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，2021年 864人次，共 14162人次。 Survey dates and times: November - December, 2021, 15:00 - 23:00. (Due to the COVID-19 pandemic, the obser-vation was limited to two rounds in the fourth quarter of 2021.) 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, 864 visits in 2021, total 14162 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 a single punter. 部門 Departments 總計 Total 15:00 - 23:00 15:00 - 23:00 會籍服務/衣帽間/ 發財巴 Membership/Cloakroom/ Shuttle Bus 4 4 8 賭檯運作（庄荷） Table Game (Dealer) 14 14 28 角子機 Slot Machine 2 2 4 保安 Security 2 2 4 籌碼兌換 Cashier 2 2 4 48 星期一至四 Monday to Thursday 星期五至日 Friday to Sunday 24 24
9 第三章 GSI 2021 研究分析 Chapter 3 Research Analysis of GSI 2021 博彩業服務指數行業總體表現 Overall Performance of Macau Gaming Service Index 圖表 1:2013-2021年各季度的博彩業服務指數 Chart 1: 2013-2021 Quarterly Gaming Service Index (GSI) 2021 年第四季度的「博彩業服務指數」為 130.1點，與去年同期相若。自 2017 年開始，澳門博彩業服務指數被拆分爲「路氹區」和「澳門半島區」兩個指數。2021年在這兩個地區分別收集到 624和 240個數據。「路氹區」和「澳門半島區」服務指數分別為 135點（-6.3%）和 139點（+13.9%）。其中「澳門半島區」服務指數連續兩年上升，並在 2021年首次超過「路氹區」，且創下歷史新高。 The overall “Gaming Service Index” in the fourth quarter of 2021 was 130.1 points, which was comparable to the figure of last year. “Cotai Index” and “Macau Peninsula Index” had been introduced since 2017. 624 and 240 data were collected from two regions respectively in 2021. “Cotai Index” was 135 points and “Macau Peninsula Index” was 139 points, which represented a 6.3% decrease and a 13.9% increase year on year, respectively. “Macau Peninsula Index” which hit a new historical peak, had increased for two consecutive years and surpassed “Cotai Index” for the first time in 2021.
11 圖表 2:2013-2021年各季度的笑容指數 Chart 2: 2013-2021 Quarterly Smiling Index (SI) 2021 年第四季度的「笑容指數」為 145.7點，較去年同期的 150.9點輕微下跌 3.5%。「路氹區」笑容指數同比亦下跌 9.9%至 145點。「澳門半島區」笑容指數則再創歷史新高，同比上升 11.8%至 161點。 The overall “Smiling Index” in the fourth quarter of 2021 was 145.7 points, decreased by 3.5% slightly, compared with 150.9 points in the same period of the previous year. “Cotai SI” also decreased by 9.9% year-on-year to 145 points. But “Macau Peninsula SI” hit a new historical peak and increased by 11.8% to 161 points. 神秘顧客對「笑容」的定性描述（正面、負面） Positive and Negative Assessments of “Smiling”
12 圖表 3:2013-2021年各季度的主動指數 Chart 3: 2013-2021 Quarterly Proactiveness Index (PI) 2021 年第四季度的「主動指數」為 162.7點，較去年同期的 150.3點上升 8.2%。「路氹區」主動指數同比輕微上升 2.2%至 183點。「澳門半島區」主動指數則同比大幅上升 20.6%至 164點,繼笑容指數之後又創下歷史新高。 The overall “Proactiveness Index” in the fourth quarter of 2021 was 162.7 points, increased by 8.2%, compared with 150.3 points in the same period of the previous year. “Cotai PI” increased by 2.2% slightly year-on-year to 183 points. Particularly, “Macau Peninsula PI” increased by 20.6% dramatically to 164 points. Following the Smil-ing Index, it also hit a new historical peak. 神秘顧客對「主動」的定性描述（正面、負面） Positive and Negative Assessments of “Proactiveness”
13 圖表 4:2013-2021年各季度的耐心指數 Chart 4: 2013-2021 Quarterly Tolerance Index (TI) 2021 年第四季度的「耐心指數」為 95.8點，較去年同期的 99.1點輕微下滑 3.3%，繼續跌穿 2013年的基準值，再次創下歷史新低。「路氹區」耐心指數也同樣跌破基準值，同比下滑 10.1%，來到 98點。「澳門半島區」耐心指數則出現反彈，回升 9.6%至 103點，重回基準值之上。 The overall “Tolerance Index” in the fourth quarter of 2021 was 95.8 points, decreased by 3.3% slightly, compared with 99.1 points in the same period of the previous year. It slumped beyond the benchmark value recorded in 2013 and hit a new historical nadir again. “Cotai TI” demonstrated a similar downward trend, decreased by 10.1% year-on-year to 98 points. But “Macau Peninsula TI” showed a V-shaped recovery, increased by 9.6% year-on-year to 103 points over the benchmark value. 神秘顧客對「耐心」的定性描述（正面、負面） Positive and Negative Assessments of “Tolerance”
14 博彩業服務指數以賭牌公司分組 Macau Gaming Service Index by Gaming Concessionaires 圖表 5:2013-2021 年各賭牌公司的季度表現 Chart 5: 2013-2021 Quarterly GSI by Gaming Concessionaires 「A」為 2021年表現最好的博企，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。 以年度來觀察，「A」博企表現突出，自 2018年起連續三年上升，並成爲 2021 年 GSI表現最好，進步最大的公司。它的 GSI指數同比增幅高達 19.1%。「B」、「C」和「E」三家博企的 GSI表現雖略有進步，但同比增幅均不超過 1%。「D」和「F」這兩家博企則同比分別下滑了 7.54%和 11.47%。 “A” represented the gaming concessionaire, which had the best performance in 2021. In order to protect privacy, each casino would be indicated by different letters, which are anonymous, according to its performance each year. The ranking of each operator will not be disclosed to the public, but to the operator itself. “A” had an outstanding performance by observing on the annual graph, whose GSI index had increased by three consecutive years since 2018. The annual improvement was 19.1% in 2021, which topped all the six gaming con-cessionaires. “B”, “C”, and “E” improved with little increments of less than 1% in GSI. But 7.54% and 11.47% annu-al reductions were recorded in “D” and “F” concessionaires, respectively. 圖表 6:2013-2021 年各賭牌公司的年度表現 Chart 6: 2013-2021 Yearly GSI by Gaming Concessionaires
15 博彩業服務指數以前線部門分組 Macau Gaming Service Index by Font-Line Departments 圖表 7:2013-2021年各前線部門的季度表現 Chart 7: 2013-2021 Quarterly GSI by Font-Line Departments 圖表 8:2013-2021年各前線部門的年度表現 Chart 8:2013-2021 Yearly GSI by Font-Line Departments 2021 年，在全部七個前線部門中，「衣帽間」繼續以 213.8點連續第五年排名第一，高出排名第二的「發財巴」約 47點。「籌碼兌換」排名第三。「角子機」以 10.4%的明顯升幅，超過「賭檯運作(庄荷)」排在第四。「賭檯運作(庄荷)」則跌落一位。「會籍服務」和「保安」則分別排在第六和第七位。 GSI of “Cloakroom” was 213.8 points in 2021, which had ranked first among all the seven front-line departments for five consecutive years. “Shuttle Bus” was forced into second place by 47 points. “Cashier” ranked third. “Slot Machine” ranked fourth when it overtook “Table Game (Dealer)” with a noticeable increment of 10.4%. “Table Game (Dealer)” went down a place in the ranking. “Membership” and “Security” ranked sixth and seventh, re-spectively.
16 圖表 9:「賭檯運作(庄荷)」的博彩業服務指數 Chart 9: Table Game (Dealer)’s Gaming Service Index (GSI) 圖表 10:「賭檯運作(庄荷)」的笑容、主動和耐心指數 Chart 10: Table Game (Dealer)’s Smiling Index (SI), Proactiveness Index (PI), and Tolerance Index (TI) 2013-2021年，對「賭檯運作(庄荷)」的服務水平評核了 7,650次。2021年第四季度「賭檯運作(庄荷)」的服務指數為 129.6點，較去年同期的 131.2點輕微下跌 1.2%。而笑容指數、主動指數以及耐心指數分別為 152.3 點（同比下跌 6.6%）、184點（同比上升 16.8%）以及 82.8點（同比下跌 10.8%）。下圖顯示，耐心指數自 2019年第三季度起呈下跌趨勢。 During 2013-2021, a total of 7,650 mystery shopper visits were made towards the services of “Table Game (Dealer)”. GSI of “Table Game (Dealer)” was 129.6 points in the fourth quarter of 2021, decreased by 1.2% slightly compared with 131.2 points in the same period of the previous year. SI, PI, and TI were 152.3 points (-6.6%), 184 points (+16.8%), and 82.8 points (-10.8%), respectively. The graph of tolerance below showed a downward trend since the third quarter of 2019.
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) 2013-2021 年，對「角子機」的服務水平評核了 1,290 次。2021 年第四季度「角子機」的服務指數為133.6 點，較去年同期的 121點顯著上升 10.4%。而笑容指數、主動指數以及耐心指數分別為 144.5點（同比上升 10.6%）、146.7點（同比上升 4.4%）以及 114.6 點（同比上升 14.6%）。 During 2013-2021, a total of 1,290 mystery shopper visits were made towards the services of “Slot Machine”. GSI of “Slot Machine” was 133.6 points in the fourth quarter of 2021, increased by 10.4% dramatically compared with 121 points in the same period of the previous year. SI, PI, and TI were 144.5 points (+10.6%), 146.7 points (+4.4%), and 114.6 points (+14.6%), respectively.
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) 2013-2021年，對「保安」的服務水平評核了 1,217 次。2021年第四季度「保安」的服務指數為 113.2點，較去年同期的 106點上升 6.9%。而笑容指數、主動指數以及耐心指數分別為 119.6 點（同比上升 4.5%）、120.6點（同比上升 8.2%）以及 100.3點（同比上升 8.9%）。 During 2013-2021, a total of 1,217 mystery shopper visits were made towards the services of “Security”. GSI of “Security” was 113.2 points in the fourth quarter of 2021, increased by 6.9% compared with 106 points in the same period of the previous year. SI, PI, and TI were 119.6 points (+4.5%), 120.6 points (+8.2%), and 100.3 points (+8.9%), respectively.
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) 2013-2021年，對「籌碼兌換」的服務水平評核了 1,216次。2021年第四季度「籌碼兌換」的服務指數為 137.8 點，較去年同期的 142.4 點下跌 3.2%。而笑容指數、主動指數以及耐心指數分別為 165.5點（同比下跌 7.2%）、151.4點（同比下跌 4.6%）以及 106.4 點（同比上升 3.7%）。 During 2013-2021, a total of 1,216 mystery shopper visits were made towards the services of “Cashier”. GSI of “Cashier” was 137.8 points in the fourth quarter of 2021, decreased by 3.2% compared with 142.4 points in the same period of the previous year. SI, PI, and TI were 165.5 points (-7.2%), 151.4 points (-4.6%) and 106.4 points (+3.7%), respectively.
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) 2013-2021年，對「會籍服務」的服務水平評核了 927 次。2021年第四季度「會籍服務」的服務指數為113.3點，較去年同期的 107.2點上升 5.6%。而笑容指數、主動指數以及耐心指數分別為 123點（同比上升2.9%）、116.4點（同比上升 12.2%）以及 99.1點（同比上升 3.3%）。 During 2013-2021, a total of 927 mystery shopper visits were made towards the services of “Membership”. GSI of “Membership” was 113.3 points in the fourth quarter of 2021, increased by 5.6% compared with 107.2 points in the same period of the previous year. SI, PI, and TI were 123 points (+2.9%), 116.4 points (+12.2%) and 99.1 points (+3.3%), respectively.
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) 2013-2021年，對「發財巴」的服務水平評核了 759次。2021年第四季度「發財巴」的服務指數為 166.8點，較去年同期的 175.6點下跌 5%。而笑容指數、主動指數以及耐心指數分別為 221.5 點（同比下跌 6.5%）、161.8點（同比下跌 11.6%）以及 129.2點（同比上升 3.8%）。 During 2013-2021, a total of 759 mystery shopper visits were made towards the services of “Shuttle Bus”. GSI of “Shuttle Bus” was 166.8 points in the fourth quarter of 2021, decreased by 5% compared with 175.6 points in the same period of the previous year. SI, PI, and TI were 221.5 points (-6.5%), 161.8 points (-11.6%), and 129.2 points (+3.8%), respectively.
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) 2013-2021年，對「衣帽間」的服務水平評核了 701次。2021年第四季度「衣帽間」的服務指數為 213.8點，較去年同期的 202.1點上升 5.8%。而笑容指數、主動指數以及耐心指數分別為 286.0點（同比上升 9.3%）、202.2點（同比下跌 1.0%）以及 162.4點（同比上升 7.2%）。 During 2013-2021, a total of 701 mystery shopper visits were made towards the services of “Cloakroom”. GSI of “Cloakroom” was 213.8 points in the fourth quarter of 2021, increased by 5.8% compared with 202.1 points in the same period of the previous year. SI, PI, and TI were 286.0 points (+9.3%), 202.2 points (-1.0%), and 162.4 points (+7.2%), respectively.
23 方面評測 Other Aspects 圖表 23:娛樂場空氣質素季度評測 Chart 23: Quarterly Assessments to Air Quality of Casinos 神秘顧客每次對員工進行評核時，都會留意當時的「空氣質素」，並根據自己的主觀感覺（即：混濁、一般、清新）評分。2021 年第四季度「空氣質素」保持「清新」的比率為 97%。 During each visit, the mystery shoppers would also pay attention to “Air Quality”, which was rated subjectively (i.e. Stale, General, Fresh). 97% of “Air Quality” was rated as “Fresh” in the fourth quarter of 2021. 圖表 24:2021年第四季度各賭牌公司空氣質素「清新」比率 Chart 24: Ratio of “Fresh” Air Quality by Gaming Concessionaires in 2021 Q4 2021年第四季度，在神秘顧客巡查期間，錄得「C」博企的空氣質素「清新」比率只有 88%。而其它家博企均高達 97%或以上。 “Air Quality” of gaming concessionaire “C” was rated as “Fresh” with a ratio of 88% in the fourth quarter of 2021, ver-sus the lowest ratio of 97% was record-ed in the other gaming concession-aires.
24 圖表 25:娛樂場洗手間環境季度評測 Chart 25: Quarterly Assessments to Lavatory Environment of Casinos 神秘顧客每次對員工進行評核時，都會留意洗手間內的衛生情況，並根據自己的主觀感覺（即：欠佳、一般、優良）評分。 While mystery shoppers visited the casinos, they would also pay attention to the environment of the lavatory and make subjective assessments (i.e. Bad, General, Good). 整體而言，2021年「洗手間環境」屬於「優良」的比例為 97%,較 2020年度的 81%大幅回升 18個百分點。 97% of “Lavatory Environment” was rated as “good” in 2021, increased by 18% dramatically compared with 81% in 2020. 圖表 26:2021 年第四季度各賭牌公司洗手間環境「優良」比率 Chart 26: Ratio of “Good” Lavatory Environment by Gaming Concessionaires in 2021 Q4 2021年第四季度，「C」博企的「洗手間環境」在神秘顧客巡查期間欠佳，「優良」比率為 83%。而其它家博企均為 100%。 The lavatory cleanliness of gaming con-cessionaire “C” was inadequate. It was rated as “good” with a general ratio of 83% in the fourth quarter of 2021, ver-sus the ratio of 100% was recorded in the other gaming concessionaires.
25 神秘顧客在評核發財巴服務員時，會記錄候車時間。2021年由於各大娛樂場均採取減少發財巴班次以節約運營成本的策略，候車時間大幅增加至 11分鐘。 The mystery shopper would record “Waiting Time” when assessing the perfor-mance of Shuttle Bus’s attendants. Due to pandemic and cost saving reasons, all casinos reduced the frequency of shuttle buses in 2021. Therefore “Shuttle Bus Waiting Time” took approximately 11 minutes, which increased significantly year on year. 圖表 28:2021 年第四季度各賭牌公司發財巴候車時間（分鐘） Chart 28: Waiting Time (in minutes) for the Shuttle Bus by Gaming Concessionaires in 2021 Q4 2021 Average 11.36 Minutes 2021年第四季度，在神秘顧客巡查期間，「E」公司的「候車時間」最短，平均約為 7分鐘。而「F」公司的「候車時間」最長，平均約需時 17分鐘。 The gaming concessionaire “E” had the shortest average waiting time for the shuttle bus, which took approximately 7 minutes in the fourth quarter of 2021, versus about 17 minutes was recorded in gaming concessionaire “F”, which was the longest. 神秘顧客在娛樂場内做評核時，亦會注意當時在場的顧客有沒有被其他人滋擾。2021年，在某些娛樂場內，顧客被陌生人詢問「是否要兌換港幣」、「轉賬」等問題的情況大幅增加。 The mystery shoppers would also take note of situations whether the customers were disturbed by other people when evaluating Table Game and Slot Machine’s attendants in the casinos. In 2021, the customers were more frequently asked if they wanted to change Hong Kong dollars or transfer money. 圖表 27:發財巴候車時間（分鐘） Chart 27: Waiting Time (in minutes) for the Shuttle Bus
26 顧客對前線員工的評價 Comments on Front-Line Employees by Mystery Shoppes
28 附件 2 活動照片及媒體報道 Appendix 2 Photos and Media Reports
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30 附件 3 GSI 2021 參考資料 Appendix 3 References for GSI 2021 《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 《澳門博彩業服務指數 2020》 澳門博彩研究學會 Macau Gaming Service Index 2020 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) 中國國際金融股份有限公司 China International Capital Corporation Limited (cicc.com)
