• 4 自 2013 年起，本會致力於澳門博彩業服務指數（GSI）的趨勢研究，到 2022年爲止，已經整整十年的時間。同樣在 2013年，澳門全年博彩收益創下歷史最高的 3,515 億澳門元，超過七個拉斯維加斯。但這個時候放眼中國周邊，已經有多個國家開設賭場，與澳門形成競爭關係。澳門博彩業作爲服務類行業應該居安思危，除了憑藉自身地理位置優勢外，更應該通過不斷提高服務質素來提升國際競爭力。在澳門基金會的資助下，本會建立了針對博彩業前線員工在「親切笑容」、「主動問候」以及「耐心接待」三方面表現情況為主要評核對象的 GSI研究項目。 過 去十年間，澳門博彩業見過彩虹亦經歷過風雨。2014年 6月份起，受内地反貪政策影響，澳門賭收經歷了長達 26個月的連續下跌。2019 年末，新冠疫情席捲全球，澳門賭收重創之下狂瀉超過七成。GSI指數雖然有所起伏，但整體趨勢向上。2022年，錄得「笑容」指數 160點，較 2013年大幅上升 60%；「主動」指數 170 點，較 2013年大幅上升 70%；「耐心」指數為 99 點，較 2013年輕微下跌 1%。2022年 GSI 整體表現為 138點，較 2013年上升超過 38%。不斷上升的指數反映出各大博企對服務質素越來越重視。 1) 與 2021年同期相比「笑容」、「主動」和「耐心」三個指數均有不同程度的增長，分別為 9.7%，4.6%和3.2%；因此，GSI 指數同比上升6.2%。同時，「笑容」和「主動」兩個指數均創下歷史新高。 2) 「路氹區」指數為 150點，同比上升 11.4%；「澳門半島區」指數為134點，同比下跌 3.7%。 i) Owing to the increasing indices of “Smiling”, “Proactiveness”, and “Tolerance” by 9.7%, 4.6%, and 3.2% respectively year on year, the overall GSI score increased by 6.2%. Also, “Smiling Index” and “Proactiveness Index” hit new historical peaks. ii) “Cotai” index got 150 points, in-creased by 11.4% year on year, versus 134 points relative to the “Macau Peninsula” index, which decreased by 3.7%. Macau Gaming Research Association (MGRA) estab-lished Gaming Service Index (GSI) in 2013 and had com-mitted to this research for ten years as of 2022. The annual gross gaming revenue (GGR) of Macau hit the historical peak of MOP 351.5 billion, which was over seven times that of Las Vegas in 2013. Currently, Ma-cau had a very keen competition from neighboring countries, which also built many casinos and focused Chinese as their target market. Macau gaming industry should be vigilant in peacetime, although we are bene-fit from the geographic advantages. We should continu-ously improve our customer services in order to in-crease competitive advantages. Funded by Macau Foundation, the mystery shopper checklist consisting of “Smiling”, “Proactiveness”, and “Tolerance” was creat-ed to assess the gaming frontline staffs & benchmark staffs’ performance with this GSI research project . The past decade witnessed twists and turns in the gam-ing industry of Macau. GGR had been in recession for 26 months since June 2014 due to anti-corruption poli-cy in China. In late 2019, the outbreak of COVID-19 caused a dramatic decline in GGR by over 70%. Alt-hough GSI fluctuated, the index score demonstrated an upward trend. In 2022, “Smiling Index” got 160 points, increased by 60% significantly compared with that in 2013; “Proactiveness Index” got 170 points, increased by 70% significantly; “Tolerance Index” got 99 points, decreased by 1% slightly; the overall GSI score got 138 points, increased by over 38%. The rising GSI indicated that high-quality service was held in great honour in Macau gaming industry.
  • 5 5 未 來 10 年，相信中場業務勢必成爲大力發展的方向。除了硬件設施方面要有所投入外，優質的服務都至關重要。而 GSI 所評核的“微笑”、“主動”、“耐心”正是高品質服務的基礎。本會亦期望能繼續得到澳門基金會及業界的長期支持，可持續地進行 GSI 研究，為澳門博彩業的服務質素提供數據參考。最後，衷心感謝十年來澳門基金會對這項研究的贊助，以及香港通用檢測認證有限公司的大力協助。 3) 在參與調查的七個前線部門中，「穿梭巴士」的服務指數為 199 點排名第一，同比上升19.3%，是所有部門中進步最大的。「賭檯運作(庄荷)」的服務指數為147 點，按年上升 13.5%，排名第三，較 2021 年上升 2位。 4) 中場「空氣質素」大致保持清新，但連續四年下跌。「洗手間環境」屬於「優良」的比例為 100%。「發財巴」等候時間約為 5分鐘，按年約縮短 6分鐘。顧客被陌生人詢問「是否要兌換港幣」、「轉賬」等問題的情況大幅減少。 iii) “Shuttle Bus” topped all the sev-en departments with 199 points, increased by 19.3% year on year, which also showed that it made the largest improvement. The ranking of “Table Game (Dealer)” moved up from 5 to 3 with 147 points. The score increased by 13.5% year on year. iv) The “Air Quality” was generally fresh in the mass floor, but a con-tinuous decline had been record-ed for three consecutive years. 100% of “Lavatory Environment” was rated as “good”. The waiting time for the “Shuttle Bus” was ap- poximately 5 minutes, shorten by 6 minutes year on year. The cus-tomers were asked less frequently to change Hong Kong dollars or transfer money than they used to. 無 論對本會還是澳門博彩業，2022年都是非常有意義的一年。澳門完成了第五次賭權轉變，美高梅中國、銀河娛樂、金沙中國、新濠博亞、永利澳門以及澳娛綜合六間博彩公司成功投得賭牌，順利續約。這也保證了澳門就業環境和經濟環境的穩定。通過新賭牌競投，澳門博彩業迎來最大變革，六大博企將按照新《博彩法》展開新的博彩營運模式，全面落實澳門特區政府在賭牌招標時提出的 11個多元發展方向。 The year 2022 was very meaningful for both MGRA and Ma-cau, while Macau SAR government awarded the casino oper-ating concessions for the fifth time. MGM China, Galaxy En-tertainment, Sands China, Melco, Wynn Macau, and SJM won and renewed the licenses successfully, which kept employ-ment and economic situation stable. These concessions awards make a reset for the gaming industry of Macau. The six gaming concessionaires would implement a new business model in accordance with the new gaming law and invest in the 11 non-gaming areas that were specified in Macau SAR government’s tender document. ◇ 開拓外國客源巿場 Increase International Tourism ◇ 發展會展產業 Develop MICE ◇ 發展娛樂業 Develop Entertainment ◇ 舉辦大型體育賽事 Hold Major Sporting Events ◇ 推動藝術和文化的發展 Promote Art and Culture ◇ 發展健康旅遊 Develop Health-Based Tourism ◇ 打造主題旅遊 Create Themed Amusements ◇ 推廣澳門美食之都 Promote Macau as a “City of Gastronomy” ◇ 發展社區旅遊 Develop Community-Based Tourism ◇ 發展海上旅遊 Develop Maritime Tourism ◇ 其他 Develop Other Projects For the next decade, casino operators will inevitably strive to develop the business in the mass floor from our perspective. Along with devoting more resources to hardware facilities, high-quality service which is based on “Smiling”, “Proactiveness”, and “Tolerance” is critical. MGRA desires to sustain GSI research to provide a refer-ence on the gaming service level in Macau and reckons the long-term support from Macau Foundation and prac-titioners. Lastly, we would like to appreciate the ten-year sponsorship from Macau Foundation and the strong support from SGS.
  • 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 Macau Foundation, the Gaming Service Index (GSI) has been compiled periodically to facili-tate 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 moni-tor 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 lengthen their duration of stay-ing, increase the number of new visitors and repeat patrons, and elevate the image of Macau as a tourism city and its competitiveness. 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).
  • 7 7 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 2022 年第四季度的得分（2.53）除以 2013年度得分(1.83)，得到 2022年第四季度的服務指數 138.2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 2.53 in the fourth quarter of 2022 is divided by the score of 2013 (i.e. 1.83) to generate the Gaming Service Index of 138.2 points. 2022 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 2022 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 were the frontline employees in the following seven departments: Table Game (Dealer), Slot Machine, Cashier, Membership, Shuttle Bus, Security, and Cloakroom.
  • 8 部門 Departments 總計 Total 17:00-23:00 17:00-23:00 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 調查日期及時段： 2022年 9月至 11月，下午 5時至晚上 11時。（受新冠疫情影響，神秘顧客調查均安排在 2022 年的下半年，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 1818 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，2022年 864次，共 15020人次。 Survey dates and times: September-November 2022, 17:00-23:00. (Due to the COVID-19 pandemic, the observa-tion was limited to two rounds in the latter half of 2022.) 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, 1248 visits in 2020, 864 visits in 2021, 864 visits in 2022, total 15020 vis-its. 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 the pandemic: Baccarat 3-8 punters, Sic Bo at least 3 punters, Blackjack 2-5 punters; During the pandemic: Baccarat 1-5 punters, Sic Bo at least 1 punter, Blackjack 1-5 punters. The period of observation is 10 minutes usually, but that also could be adjusted to 3-5 minutes for any table with a single punter.
  • 9 9 圖表 1:2013-2022年博彩業服務指數的季度表現 Chart 1: 2013-2022 Quarterly Gaming Service Index (GSI) 2022 年第四季度的「博彩業服務指數」為 138.2點，較去年同期上升 6.2%。GSI曲綫走勢有起有落，但上升的區間段多過下跌。服務指數季度變化範圍在-17.3%到 24.3%之間,標準差為 12.5。 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。2022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 150.2點（+11.4%）和134.1點（-3.7%）。「路氹區」的表現反超「澳門半島區」。 The overall Gaming Service Index in the fourth quarter of 2022 was 138.2 points, increased by 6.2% year on year. Although GSI fluctuated, the upward sections were more than the downward sections. The quarterly growth rate of GSI was between –17.3% and 24.3%. The standard deviation (SD) was 12.5. “Cotai Index” and “Macau Peninsula Index” had been introduced since 2017. 624 and 240 data were collected from two regions respectively in 2022. “Cotai Index” was 150.2 points and “Macau Peninsula Index” was 134.1 points, which represented an 11.4% increase and a 3.7% decrease year on year, respectively. In 2022, the “Cotai Index” overtook the “Macau Peninsula Index”.
  • 10 圖表 2:2013-2022年博彩業服務指數的年度表現 Chart 2: 2013-2022 Yearly Gaming Service Index (GSI) 以年度來觀察，十年間 GSI 曲綫走勢向上且比較平穩。相較 2013年，2022年服務指數大幅上升 38.2%。而「路氹區」除了 2021年外，其表現均好過「澳門半島區」。 The graph above demonstrated an upward and stable trend over the last decade. Compared to 2013, GSI in-creased by 38.2% significantly. The casinos located in “Cotai” performed better than “Macau Peninsula”, except for the year 2021.
  • 11 11 圖表 3:2013-2022年笑容指數的季度表現 Chart 3: 2013-2022 Quarterly Smiling Index (SI) 2022 年第四季度的「笑容」指數為 159.8點，較去年同期上升 9.7%，創下歷史新高。「笑容」指數季度變化範圍在-18.7%到 37.4%之間，標準差為 18.6。以年度來觀察，「笑容」曲綫除了在 2018年有明顯下滑外，整體呈明顯的上升趨勢，相較十年前大幅上升 59.8%。 「路氹區」笑容指數為 167.7 點，按年上升 15.7%，創下歷史新高；「澳門半島區」笑容指數為 158.5點，按年輕微下跌 1.7%。這兩個區域的「笑容」曲綫都隨季度的改變而有較大的起伏。 “Smiling Index” in the fourth quarter of 2022 was 159.8 points, increased by 9.7% year on year, and hit a new his-torical peak. The quarterly growth rate of SI was between –18.7% and 37.4%. The SD was 18.6. Evidently, the graph below demonstrated an upward trend, except for the year 2018. Over the last decade, SI increased by 59.8% significantly. “Cotai SI” was 167.7 points, increased by 15.7% year on year, and hit a new historical peak; “Macau Peninsula SI” was 158.5 points, decreased by 1.7% slightly year on year. The trends of these two areas fluctuated drastically from quarter to quarter. 圖表 4:2013-2022年笑容指數的年度表現 Chart 4: 2013-2022 Yearly Smiling Index (SI)
  • 12 圖表 5:2013-2022年主動指數的季度表現 Chart 5: 2013-2022 Quarterly Proactiveness Index (PI) 圖表 6:2013-2022年主動指數的年度表現 Chart 6: 2013-2022 Yearly Proactiveness Index (PI) 2022 年第四季度的「主動」指數為 170.1點，較去年同期上升 4.6%，創下歷史新高。以 2013年為基準，「主動」指數季度變化範圍在-24.4%到 74.8%之間,標準差為 23.7。以年度來觀察，「主動」整體呈明顯的上升趨勢，相較十年前大幅上升 70.1%。 「路氹區」主動指數為 200.1 點，按年上升 9.5%，創下歷史新高；「澳門半島區」主動指數為 155.7點，按年下跌 5.2%。這兩個區域的「主動」曲綫都隨季度的改變而有較大的起伏。 “Proactiveness Index” in the fourth quarter of 2022 was 170.1 points, increased by 4.6% year on year, and hit a new historical peak. The quarterly growth rate of PI was between –24.4% and 74.8%. The SD was 23.7. Evidently, the graph below demonstrated an upward trend. Over the last decade, PI increased by 70.1% significantly. “Cotai PI” was 200.1 points, increased by 9.5% year on year, and hit a new historical peak; “Macau Peninsula PI” was 155.7 points, decreased by 5.2% year on year. The trends of these two areas fluctuated drastically from quar-ter to quarter.
  • 13 13 圖表 7:2013-2022年耐心指數的季度表現 Chart 7: 2013-2022 Quarterly Tolerance Index (TI) 圖表 8:2013-2022年耐心指數的年度表現 Chart 8: 2013-2022 Yearly Tolerance Index (TI) 2022 年第四季度的「耐心」指數為 98.8點，較去年同期上升 3.2%。「耐心」指數季度變化範圍在-19.2%到 17.0%之間，標準差為 10.2。以年度來觀察，「耐心」指數自 2017 年起呈下跌趨勢，2020至 2022年間均低於基準值。 「路氹區」耐心指數為 105.6 點，按年上升 7.8%；「澳門半島區」耐心指數為 98.2點，按年下跌 4.8%。這兩個區域的「耐心」曲綫隨季度變化的幅度較「笑容」和「主動」小。 “Tolerance Index” in the fourth quarter of 2022 was 98.8 points, increased by 3.2% year on year. The quarterly growth rate of TI was between –19.2% and 17.0%. The SD was 10.2. The graph below demonstrated a downward trend since 2017 and TI was below the benchmark figure during 2020 to 2022. “Cotai TI” was 105.6 points, increased by 7.8% year on year; “Macau Peninsula TI” was 98.2 points, decreased by 4.8% year on year. The TI trends of these two areas fluctuated less than SI and PI.
  • 14 圖表 9:2013-2022年各賭牌公司的季度表現 Chart 9: 2013-2022 Quarterly GSI by Gaming Concessionaires The letters from A to F are awarded for the ranking (from highest to lowest) of the six concessionaires by GSI. In order to protect privacy, the ranking is anonymous. “A” concessionaire had an outstanding improvement in GSI, increased by 18.7% year on year, and its rank rose from 5 to 1, in 2022. The quarterly GSI of “A” concessionaire also had the smallest SD (14.1), the smaller SD was indicative of the more consistent performance in customer service. Compared to 2013, the largest increment (60.9%) was still recorded in “A” concessionaire. 六大博企的服務指數排名由高到低，分別用字母 A至 F表示。字母所對應的公司名稱不對外公佈，以保護博企的隱私。2022年，「A」博企進步最大，指數按年上升 18.7%，排名更是由第五名飆升到第一名。同時，「A」博企服務指數季度表現的標準差（14.1）最小，表明其旗下員工的服務表現較其他博企更穩定。相較 2013 年，提升最大的也是「A」博企，升幅高達 60.9%。 圖表 10:2013-2022 年各賭牌公司的年度表現 Chart 10: 2013-2022 Yearly GSI by Gaming Concessionaires
  • 15 15 圖表 11:2013-2022 年各前線部門的季度表現 Chart 11: 2013-2022 Quarterly GSI by Front-Line Departments 2022 年，在全部七個前線部門中「穿梭巴士」排名第一，服務指數按年顯著上升 19.3%。「賭檯運作(庄荷)」排名由去年的第五位上升到第三位，服務指數上升 13.5%。所有部門中表現最穩定的是「保安」，標準差為 8.9，但它只排在第六位；表現最不穩定的是排在第二位的「衣帽間」，標準差為 32。相較 2013年，提升最大的是「穿梭巴士」，上升接近一倍（99.1%）；而「會籍服務」的服務指數卻出現了 0.6%的負增長。 In 2022, the GSI of “Shuttle Bus” topped all of the seven front-line departments with a noticeable increment of 19.3%. The ranking of “Table Game (Dealer)” rose from 5 to 3, and the index increased by 13.5% year on year. “Security” had the most consistent performance with a SD of 8.9, but it just ranked sixth. “Cloakroom” ranked second, but its performance was inconsistent with the largest SD (32). Compared to 2013, the index of “Shuttle Bus” went for nearly double (99.1%), versus a 0.6% decrease relative to “Membership”. 圖表 12:2013-2022 年各前線部門的年度表現 Chart 12: 2013-2022 Yearly GSI by Front-Line Departments
  • 16 圖表 14:「賭檯運作(庄荷)」的笑容、主動和耐心指數 Chart 14: Table Game (Dealer)’s Smiling Index (SI), Proactiveness Index (PI), and Tolerance Index (TI) 2013-2022 年，對「賭檯運作(庄荷)」的服務水平評核了 8,154 次。2022 年第四季度它的服務指數為147.1點，同比上升 13.5%，相較十年前則大幅上升 47.1%。服務指數季度變化範圍在-22.2%到 32.9%之間，標準差為 16.0。 下圖所示，2022年第四季度「主動」指數最高（189.3 點），按年輕微上升 2.9%，但總體來看，它卻是最不穩定的，指數季度變化範圍在-40.8%到 117.2%之間，標準差為 32.0。「笑容」指數（183.6點）年度升幅最大，達 20.5%，季度變化範圍在-24.7%到 50.1%，標準差為 26.4。「耐心」指數（96.5 點）雖然按年上升 16.6%，但仍低於基準值（100點）。「耐心」指數季度變化範圍在-23.8%到 22.0%之間，標準差為15.4，表現相對最穩定。 During 2013-2022, a total of 8,154 mystery shopper visits were made towards the services of “Table Game (Dealer)”. Its GSI was 147.1 points, increased by 13.5% year on year in the fourth quarter of 2022; over the last decade, the index increased by 47.1% significantly. The quarterly growth rate was between –22.2% and 32.9, and the SD was 16.0. As shown below, “Proactiveness” got the top index of 189.3 points, increased by 2.9% slightly year on year in the fourth quarter of 2022; but in general, it had the most extensive range of fluctuation. The quarterly growth rate of PI was between –40.8% and 117.2%, and the SD was 32.0. SI (183.6 points) had the most significant yearly im-provement: 20.5%; the quarterly growth rate was between –24.7% and 50.1%, and the SD was 26.4. TI (96.5 points) increased by 16.6% year on year, but it didn’t pass the benchmark (100 points). The quarterly growth rate of TI was between –23.8% and 22.0%, and the SD was 15.4, which indicated the score was relatively stable. 圖表 13:「賭檯運作(庄荷)」的博彩業服務指數 Chart 13: Table Game (Dealer)’s Gaming Service Index (GSI)
  • 17 17 圖表 16:「角子機」的笑容、主動和耐心指數 Chart 16: Slot Machine’s Smiling Index (SI), Proactiveness Index (PI), and Tolerance Index (TI) 2013-2022年，對「角子機」的服務水平評核了 1,362 次。2022年第四季度它的服務指數為 134.3點，同比輕微上升 0.5%，相較十年前則大幅上升 34.3%。服務指數季度變化範圍在-28.2%到 22.5%之間，標準差為 14.7。 下圖所示，2022年第四季度「主動」指數最高(185.0 點)，年度升幅最大（26.1%）。但總體來看，它卻是最不穩定的，指數季度變化範圍在-41.5%到 77.6%之間，標準差為 30.6。「笑容」指數(139.6點)和「耐心」指數（100.5點）按年均下跌，跌幅分別為 3.4%和 12.3%。「笑容」但它的季度變化範圍在-40.4%到 76.6%之間，標準差為 22.4。「耐心」指數雖然跌幅最大，但它的季度變化範圍在-20.6%到 20.4%之間，標準差為8.3，表現相對最穩定。 During 2013-2022, a total of 1,362 mystery shopper visits were made towards the services of “Slot Machine”. Its GSI was 134.3 points, increased by 0.5% year on year slightly in the fourth quarter of 2022; over the last decade, the index increased by 34.3% significantly. The quarterly growth rate was between –28.2% and 22.5, and the SD was 14.7. As shown below, “Proactiveness” got the top index of 185.0 points with the most significant yearly increment (26.1%) in the fourth quarter of 2022. But in general, it had the most extensive range of fluctuation. The quarterly growth rate of PI was between –41.5% and 77.6%, and the SD was 30.6. SI (139.6 points) and TI (100.5 points) de-creased by 3.4% and 12.3% respectively year on year. The quarterly growth rate of SI was between –40.4% and 76.6%, and the SD was 22.4. Though TI made the largest yearly decline, it was relatively stable with a quarterly growth rate of –20.6% to 20.4%, and the SD was 8.3. 圖表 15:「角子機」的博彩業服務指數 Chart 15: Slot Machine’s Gaming Service Index (GSI)
  • 18 圖表 18:「保安」的笑容、主動和耐心指數 Chart 18: Security’s Smiling Index (SI), Proactiveness Index (PI), and Tolerance Index (TI) 2013-2022年，對「保安」的服務水平評核了 1,289次。2022年第四季度它的服務指數為 113.0 點，同比輕微下跌 0.2%，相較十年前則上升 13.0%。服務指數季度變化範圍在-21.8%到 26.5%之間，標準差為 8.9。 下圖所示，2022年第四季度「笑容」指數最高（125.7 點），年度升幅 5.2%;季度變化範圍在-37.0%到56.8%之間，標準差為 13.7。「主動」指數（118.6點）和「耐心」指數（94.1點）按年均下跌，跌幅分別為 1.6%和 6.2%，其中「耐心」指數跌穿基準值。「主動」指數最不穩定，季度變化範圍在-50.0%到 88.9%之間，標準差為 18.4。相反的，「耐心」指數最穩定，季度變化範圍在-10.4%到 13.3%之間，標準差為 5.7。 During 2013-2022, a total of 1,289 mystery shopper visits were made towards the services of “Security”. Its GSI was 113.0 points, decreased by 0.2% slightly year on year in the fourth quarter of 2022; over the last decade, the index increased by 13.0%. The quarterly growth rate was between –21.8% and 26.5, and the SD was 8.9. As shown below, “Smiling” got the top index of 125.7 points, increased by 5.2% year on year in the fourth quarter of 2022; the quarterly growth rate was between –37.0% and 56.8%, and the SD was 13.7. PI (118.6 points) and TI (94.1 points) decreased by 1.6% and 6.2% year on year respectively, where TI slumped beyond the benchmark. PI had the most extensive range of fluctuation with a quarterly growth rate of –50.0% to 88.9%, and the SD was 18.4. On the contrary, TI was relatively stable with a quarterly growth rate of –10.4% to 13.3%, and the SD was 5.7. 圖表 17:「保安」的博彩業服務指數 Chart 17: Security’s Gaming Service Index (GSI)
  • 19 19 圖表 20:「籌碼兌換」的笑容、主動和耐心指數 Chart 20: Cashier’s Smiling Index (SI), Proactiveness Index (PI), and Tolerance Index (TI) 2013-2022年，對「籌碼兌換」的服務水平評核了 1,288 次。2022年第四季度它的服務指數為 145.2點，同比上升 5.4%，相較十年前則大幅上升 45.2%。服務指數季度變化範圍在-33.8%到 45.8%之間，標準差為18.0。 下圖所示，2022年第四季度「笑容」指數最高（179.3 點），年度升幅 5.2%;但總體來看，它卻是最不穩定的，季度變化範圍在-41.4%到 74.6%之間，標準差為 26.9。「主動」指數（173.0點）年度升幅最大，達 14.3%；它的季度變化範圍在-41.4%到 74.6%之間，標準差為 26.9。「耐心」指數（99.1 點）按年下跌6.9%，而且跌穿基準值，但它卻是最穩定的，季度變化範圍在-25.0%到 45.3%之間，標準差為 11.7。 During 2013-2022, a total of 1,288 mystery shopper visits were made towards the services of “Cashier”. Its GSI was 145.2 points, increased by 5.4% year on year in the fourth quarter of 2022; over the last decade, the index increased by 45.8% significantly. The quarterly growth rate was between –33.8% and 45.8%, and the SD was 18.0. As shown below, “Smiling” got the top index of 179.3 points, increased by 5.2% year on year in the fourth quarter of 2022; but in general, it had the most extensive range of fluctuation with a quarterly growth rate of –41.4% to 74.6%, and the SD was 26.9. PI (173.0 points) had the most significant yearly improvement by 14.3%; the quarter-ly growth rate was between –41.4% and 74.6%, and the SD was 26.9. TI (99.1 points) decreased by 6.9% year on year and slumped beyond the benchmark, but it was relatively stable with a quarterly growth rate of –25.0% to 45.3%, and the SD was 11.7. 圖表 19:「籌碼兌換」的博彩業服務指數 Chart 19: Cashier’s Gaming Service Index (GSI)
  • 20 圖表 22:「會籍服務」的笑容、主動和耐心指數 Chart 22: Membership’s Smiling Index (SI), Proactiveness Index (PI), and Tolerance Index (TI) 2013-2022年，對「會籍服務」的服務水平評核了 999 次。2022年第四季度它的服務指數為 99.4點，同比顯著下跌 12.3%，而且跌破基準值。服務指數季度變化範圍在-29.0%到 41.6%之間，標準差為 12.3。 下圖所示，2022年第四季度「笑容」、「主動」和「耐心」指數按年均出現不同程度的下跌。「主動」指數（106.2 點）下跌最少（8.8%），但它卻是最不穩定的，季度變化範圍在-44.8%到 80.8%之間，標準差為 19.9。其次是「笑容」指數（107.4點），下跌 12.7%；它的季度變化範圍在-37.4%到 58.3%之間，標準差為 18.0。「耐心」指數（83.8 點）下跌最多，達 15.4%，而且跌穿基準值，但它卻是最穩定的，季度變化範圍在-15.7%到 20.2%之間，標準差為 7.2。 During 2013-2022, a total of 999 mystery shopper visits were made towards the services of “Membership”. Its GSI was 99.4 points, decreased by 12.3% noticeably year on year, and slumped beyond the benchmark in the fourth quarter of 2022. The quarterly growth rate was between –29.0% and 41.6%, and the SD was 12.3. As shown below, the indices of “Smiling”, “Proactiveness”, and “Tolerance” decreased to varying degrees in the fourth quarter of 2022. Year on year, PI (106.2 points) decreased by 8.8% slightly, but it had the most extensive range of fluctuation with a quarterly growth rate of –44.8% to 80.8%, and the SD was 19.9. The next was “Smiling” (107.4 points), the index decreased by 12.7%; the quarterly growth rate was between –37.4% and 58.3%, and the SD was 18.0. TI (83.8 points) decreased by 15.4% dramatically, and slumped beyond the bench-mark; but it was relatively stable with a quarterly growth rate of –15.7% to 20.2% and the SD was 7.2. 圖表 21:「會籍服務」的博彩業服務指數 Chart 21 : Membership’s Gaming Service Index (GSI)
  • 21 21 2013-2022年，對「發財巴」的服務水平評核了 795次。2022年第四季度它的服務指數為 199.1 點，創下歷史新高，同比大幅上升 19.3%，相較十年前則大幅上升 99.1%。服務指數季度變化範圍在-42.5%到 70.1%之間，標準差為 26.2。 下圖所示，2022年第四季度「笑容」指數和「主動」指數創下歷史新高。「笑容」指數最高（276.9點），年度升幅最大（25.0%），但它卻是最不穩定的，季度變化範圍在-73.9%到 150.0%之間，標準差為 50.4。其次是「主動」指數（195.5 點），年度大幅上升 20.8%；它的季度變化範圍在-42.2%到 82.0%之間，標準差為 31.1。「耐心」指數（143.1 點）按年上升 10.7%，但它卻是最穩定的，季度變化範圍在-31.4%到 47.7%之間，標準差為 18.4。 During 2013-2022, a total of 795 mystery shopper visits were made towards the services of “Shuttle Bus”. Its GSI was 199.1 points, which hit a new historical peak and increased by 19.3% significantly year on year in the fourth quarter of 2022; over the last decade, the index increased by 99.1% significantly. The quarterly growth rate was between –42.5% and 70.1%, and the SD was 26.2. As shown below, the indices of “Smiling” and “Proactiveness” hit new historical peaks respectively in the fourth quarter of 2022. “Smiling” got the top index of 276.9 points, and made the highest significant yearly increase: 25.0%; but it had the most extensive range of fluctuation with a quarterly growth rate of –73.9% to 150.0%, and the SD was 50.4. The next was “Proactiveness”, the index (195.5 points) increased by 20.8% significantly year on year; the quarterly growth rate was between –42.2% and 82.0%, and the SD was 31.1. TI was 143.1 points, in-creased by 10.7%; but it was relatively stable with a quarterly growth rate of –31.4% to 47.7%, and the SD was 18.4. 圖表 23:「發財巴」的博彩業服務指數 Chart 23 : Shuttle Bus’s Gaming Service Index (GSI) 圖表 24:「發財巴」的笑容、主動和耐心指數 Chart 24: Shuttle Bus’s Smiling Index (SI), Proactiveness Index (PI), and Tolerance Index (TI)
  • 22 圖表 26:「衣帽間」的笑容、主動和耐心指數 Chart 26: Cloakroom’s Smiling Index (SI), Proactiveness Index (PI), and Tolerance Index (TI) 2013-2022年，對「發財巴」的服務水平評核了 737次。2022年第四季度它的服務指數為 195.5 點，同比下跌 8.5%,但相較十年前則大幅上升 95.5%。服務指數季度變化範圍在-39.8%到 75.1%之間，標準差為32.0。 下圖所示，2022年第四季度「笑容」指數最高（252.3 點），但按年下跌 11.8%，同時也是最不穩定的，季度變化範圍在-59.6%到 106.9%之間，標準差為 56.3。其次是「主動」指數（208.7 點），按年輕微上升3.2%；它的季度變化範圍在-36.6%到 73.0%之間，標準差為 39.0。「耐心」指數（139.2 點）按年下跌 14.3%，但它卻是最穩定的，季度變化範圍在-37.5%到 50.0%之間，標準差為 20.8。 During 2013-2022, a total of 737 mystery shopper visits were made towards the services of “Cloakroom”. Its GSI was 195.5 points, decreased by 8.5% significantly year on year in the fourth quarter of 2022; but over the last decade, the index increased by 95.5% significantly. The quarterly growth rate was between –39.8% and 75.1%, and the SD was 32.0. As shown below, “Smiling” got the top index of 252.3 points, which decreased by 11.8% year on year in the fourth quarter of 2022; and it had the most extensive range of fluctuation with a quarterly growth rate of –59.6% to 106.9%, and the SD was 56.3. The next was “Proactiveness”, the index of 208.7 points increased by 3.2% slightly year on year; the quarterly growth rate was between –36.6% and 73.0%, and the SD was 39.0. TI was 139.2 points, decreased by 14.3% year on year; but it was relatively stable with a quarterly growth rate of –37.5% to 50.0%, and the SD was 20.8. 圖表 25:「衣帽間」的博彩業服務指數 Chart 25 : Cloakroom’s Gaming Service Index (GSI)
  • 23 23 圖表 28:2022 年第四季度各賭牌公司空氣質素「清新」比率 Chart 28: Ratio of “Fresh” Air Quality by Gaming Concessionaires in 2022 Q4 圖表 27:娛樂場空氣質素季度評測 Chart 27 : Quarterly Assessments to Air Quality of Casinos 「空氣質素」由神秘顧客進行主觀評分，分爲「混濁」、「一般」和「清新」三個等級。近年來，由於中場禁煙，場内空氣大致清新。2022年第四季度「空氣質素」保持清新的比率為 94%，但卻連續第四年下跌。據神秘顧客反映，部分娛樂場香水味太濃烈，而部分娛樂場由於冷氣未全部開啓導致空氣悶熱。 Mystery Shoppers’ subjective scoring is used to measure the “Air Quality” which comprises three levels: “Stale”, “General”, and “Fresh”. Due to the smoking control measure, the “Air Quality” of the mass floor was generally fresh in current years. Despite 94% of “Air Quality” was rated as “Fresh” in the fourth quarter of 2022, it had dropped for four consecutive years. Mystery Shoppers reported that some casinos had a strong perfume smell, while it’s stuffy in some casinos because part of the air conditioners were switched off. 2022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 82%；而「清新」比率在 98%或以上的博企只有兩家，去年則有四家。 “Air Quality” of “C” concessionaire was rated as “Fresh” with a ratio of only 82% in the fourth quarter of 2022. The number of concessionaires with a ratio of 98% or above decreased from 4 in 2021 to 2 in 2022.
  • 24 圖表 30:2022 年第四季度各賭牌公司洗手間環境「優良」比率 Chart 30: Ratio of “Good” Lavatory Environment by Gaming Concessionaires in 2022 Q4 圖表 29:娛樂場洗手間環境季度評測 Chart 29 : Quarterly Assessments to Lavatory Environment of Casinos 2022年第四季度，在神秘顧客巡查期間，所有六間博企的洗手間環境「優良」比率均為 100%，去年則為五間。 The “Lavatory Environment” of all the six concessionaires was rated as “Good” with a ratio of 100% in the fourth quarter of 2022, compared to five concessionaires last year. 「洗手間環境」由神秘顧客進行主觀評分，分爲「欠佳」、「一般」和「優良」三個等級。 Mystery Shoppers’ subjective scoring is used to measure the “Lavatory Environ-ment” which comprises three levels: “Bad”, “General”, and “Good”. 2022 年第四季度，「洗手間環境」屬於「優良」的比例回升至 100%。近年，「優良」比例均維持在 75%或以上。 100% of “Lavatory Environment” was rated as “Good” in the fourth quarter of 2022. The ratio of “Good” was maintained at 75% or above in current years.
  • 25 25 圖表 32:2022 年第四季度各賭牌公司發財巴候車時間（分鐘） Chart 32: Waiting Time (in minutes) for the Shuttle Bus by Gaming Concessionaires in 2022 Q4 圖表 31:發財巴候車時間（分鐘） Chart 31 : Waiting Time (in minutes) for the Shuttle Bus 過去十年，錄得最長平均「候車時間」為 14.6分鐘，最短為 4.6分鐘。2022年第四季平均「候車時間」為 5.4 分鐘。「候車時間」主要受班次、候車人數以及路況三個因素影響，而班次是唯一可控的因素。 Over the last decade, the longest and the shortest “Waiting Time” for shuttle buses was recorded as 14.6 minutes and 4.6 minutes respectively. In the fourth quarter of 2022, the “Waiting Time” was 5.4 minutes. The frequency of the shuttle, the num-ber of passengers, and road conditions influence the “Waiting Time”, while only frequency is the controlled factor. 2022年第四季度，「D」博企的「候車時間」最短，平均約為 3.7分鐘;「A」博企的「候車時間」最長，平均約為 9.0分鐘。 The concessionaire “D” had the shortest average “Waiting Time” for the shuttle bus, which took approximately 3.7 minutes in the fourth quarter of 2022, versus about 9.0 minutes was recorded in the concessionaire “A”, which was the longest. 過去十年，顧客在娛樂場内被陌生人詢問「是否要兌換港幣」、「轉賬」的情況時有發生。2018至 2021年間這種情況發生的頻率較高，2022年頻率較低。 Over the last decade, customers were asked occasionally if they wanted to ex-change Hong Kong dollars or transfer money. However, the frequency of interfer-ence during 2018 to 2021 was higher than that in 2022.
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  • 30 《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 《澳門博彩業服務指數 2021》 澳門博彩研究學會 Macau Gaming Service Index 2021 Macau Gaming Research Association 澳門博彩監察協調局 The Gaming Inspection and Coordination Bureau (www.dicj.gov.mo)

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