SOURCE: Market Metrix

September 26, 2007 08:00 ET

It's Not Just About Winning -- Improved Customer Service Pays Off for Casinos

Market Metrix Introduces Customer Metrix 3.0 for Casinos -- Web-Based Customer Feedback for Global Gaming Industry

SAN RAFAEL, CA--(Marketwire - September 26, 2007) - Market Metrix, LLC, the leading provider of customer and employee feedback and performance tools for the hospitality industry, today announced Customer Metrix 3.0 for Casinos, designed specifically for the gaming industry. This real-time, hosted web-based system provides multi-channel survey, analysis and service improvement tools and benchmarking data for the casino industry.

Survey results that make an impact

Casino companies such as Borgata Resort & Casino, IP Hotel & Casino and Pinnacle Entertainment are using Market Metrix systems to actively improve customer satisfaction, loyalty and service recovery efforts. According to the Director of Performance Management at the Borgata Hotel, Casino and Spa, "Market Metrix systems have helped us to significantly improve our daily operations and business results."

Reasons to collect customer feedback

Casinos used to believe that there would always be enough customers to replace the defecting ones. There were plenty of customers; it didn't matter if 1,000 customers left dissatisfied -- they would be replaced. But with more casinos to choose from, dissatisfied customers are not easily replaced. Most casino companies are now under pressure to increase customer satisfaction and loyalty.

Casinos often face similar problems:

--  Little guest feedback from day-trippers as well as hotel guests
--  Paper-based comment cards are often misused or thrown out
--  Inability to address guest issues immediately, before they leave
--  Not responsive to high-value customers
--  Unsure if incentives for different player levels are driving desired

Customer Metrix™ 3.0 for Casinos integrates survey, analysis and action planning tools. With immediate results and integrated problem manager tools, Customer Metrix™ introduces a better way of communicating and actually using customer feedback to improve satisfaction and loyalty.

--  Establish a reliable and secure system for measuring customer
    satisfaction (including day-trippers and hotel guests) across your company
--  Automate the survey process to be more efficient and less time
--  Obtain instant feedback from guests and respond to urgent guest issues
--  Prioritize manager efforts with online To-Do List
--  Combine guest feedback from phone, letter, in-person, email, etc. into
    single database and case management system
--  Customized benchmarks focus on specific casino competitor sets and
    leading casino companies worldwide

Please contact us to learn more about Customer Metrix™ 3.0 for Casinos and how it has helped other casinos improve satisfaction and loyalty.

About Market Metrix

With over 100 clients in 70 countries, Market Metrix has helped hospitality companies turn feedback into performance since 1996. Its flagship Customer Metrix™ and Employee Metrix™ suites provide multi-channel survey, analysis and service improvement tools and benchmarking data for the hospitality industry.

Contact Information

  • Contact:
    Mike Pharis