Casino mystery shopping is an invaluable gaming industry customer experience (CX) enhancement solution. Convincing customers to choose your property over the competition — and then to stay longer and return more often — are the obvious factors that drive revenue.
What’s not always so obvious is how to build a loyal and satisfied customer base. That’s where casino mystery shopping fits into your customer service management business strategy.
The key to both of these goals is to provide stellar customer service across the board. BestMark can show you how to ensure all employees are trained and empowered to deliver customer experiences that consistently exceed guests expectations. This in turn produces loyalty, advocacy, and ultimately, increased revenue and share of wallet.
BestMark Understands the Casino Industry
BestMark currently partners with some of the largest entertainment and casino groups in the world, and we have helped them dramatically increase their bottom line through designing and implementing meticulous customer service programs that permeate all aspects of their properties. Our existing casino clients love the positive impact our mystery shops have had on employee engagement, service, and customer satisfaction and have the numbers to prove their effectiveness.
Measuring the Experience at Each Touchpoint
- Arcade Attendent
- Beverage Server
- Bingo / Pull Tab Cashier
- Cage Cashier
- Restaurant / Buffet
- Slot Attendant
- Table Games Dealer
- and dozens more...
The BestMark Advantage - Casino Mystery Shopping
Nevada P.I. License
BestMark is one of only a handful of mystery shopping companies who is licensed to perform shops in the state of Nevada where a Private Investigators license is required in order to conduct mystery shopping. Currently, there are a large number of companies operating in violation of the Nevada state laws. Not only does this put these companies at risk for significant fines and sanctions, but also puts their clients companies at risk for these same penalties.
Superior Casino Mystery Shopping Methodology
BestMark mystery shops offer unparalleled value because we utilize a proprietary behaviors-based survey format that allows our clients to see exactly what went right and what went wrong at the moment of truth when guests come into contact with casino employees.
Our surveys are tailored to address each clients unique standards and transcend the typical Likert scale format. BestMarks customized methodology provides a comprehensive report with extensive story-like narrative that focuses on interactions with key positions throughout the casino and dissects specific employee behaviors according to your unique standards.
Integrating Rewards Programs
The final piece of the program is a visible employee reward program. When employees know that there is a measurement and reward program in place, behaviors noticeably improve. Improved customer service translates into happier customers who stay longer, spend more money, and come back more often.
For more information about the advantages of a BestMark mystery shopping program, visit our Mystery Shopping Services page.