Industries Served: Travel

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Casinos

The Indian Gaming Casino Satisfaction Studies measure overall customer satisfaction for Indian gaming casinos in Northern and Southern California, as well as Southern Arizona based on performance in five key measures:

• Gaming
• Facility
• Cage cashier/ticket redemption machine
• Arriving/parking
• Beverage service

These studies provide a benchmark for measuring players’ experience at the profiled casinos, player loyalty, and provide insights critical to designing improvement initiatives. Valuable information J.D. Power provides through the studies includes:

• Casinos considered by players, including destination markets
• Share of wallet captured by casino (both trip specific and total annual gambling spend)
• Assessment of player loyalty, including the impact of casino image
• Identification of the drivers of player satisfaction
• Casino-specific recommendations to improve player satisfaction and performance