Same-Day Mystery Shops for Casinos
My company, Robinson & Associates, Inc., has teamed up with Service Sleuth to offer mystery shopping for casinos that provides results within a day instead of weeks and comparisons to the level of service at other casinos.
A recent survey by Yesawich, Pepperdine, Brown & Russell (www.ypb.com) and The Innovation Group (www.theinnovationgroup.net) shows that 84 percent of casino customers rate service as extremely important. Other areas of interest to casino guests, such as games, entertainment and food and beverage, weren’t even close in importance.
Casinos need to ask themselves a serious question what is the quality of their customer service right now? With Service Sleuth, we can answer that question very quickly.
My company and Service Sleuth also can take mystery shopping to the next level by showing casinos how their service stacks up against similar properties. Those properties are not named to keep their shopping results confidential.
Typically, casinos wait weeks to receive the results of their customer service mystery shops because the data must be entered into computers from paper reports submitted by the shoppers. Shoppers for Service Sleuth input their findings online and results are available to casinos at a special Web site as quickly as the same day of input. The data is available to Service Sleuth clients online 24 hours a day, seven days a week.
Nevada will be interested in knowing that Tom Mills, executive vice president of Service Sleuth, is licensed as a private investigator in that state.
Martin R. Baird
Robinson & Associates, Inc.