Gaming & Hospitality

A major Nevada hotel and casino with over 1,000,000 visitors per year contacted NBRI for assistance in assessing their level of guest satisfaction. Being a leader in the gaming industry, the client understands the importance of analyzing the satisfaction of their guests. In addition, it is a well-known fact that guest service surveys are a best practice of global leaders.

The NBRI guest service survey was deployed on an ongoing basis in order to measure progress over time. Additional weight was given to the responses from the most profitable guests. A 30% response rate provided preliminary indications of a guest population that was willing to provide important feedback to help the property improve their guests’ satisfaction.

NBRI ClearPath Analytics identified guest wait time as the driver of 42% of all survey items. To address this root cause, NBRI recommended adding additional personnel at peak times. NBRI has the necessary knowledge and staff of organizational psychologists to analyze financials and guest service survey scores to determine the financial implications of improved guest satisfaction. Over time, as the guest wait times were addressed and decreased, NBRI determined that decreasing the wait time for this property had a direct financial impact of $1 million in revenue per average minute of wait time saved!