Gambling in the USA
Comprehensive COVID-19 Secret Shopper Study Reveals Las Vegas Hospitality and Gaming Brand/Cleanliness Perceptions
Experience Strategy Associates, a boutique consulting group focused on assisting organizations with customer experience and branding strategy, in partnership with HS Brands Global, a global leader in deploying field resources to verify and assess expectations of some of the world’s favorite brands, announced results from a comprehensive secret shopper study focused on perceptions of how brands are managing operations through a COVID-19 lens.
Secret shoppers were sent out to evaluate 600 customer touch-points across the LV Strip, LV Locals and Downtown LV gaming properties on re-opening weekend and again two weeks later to learn how well brands were maintaining consistent safety standards and where there may be opportunity to continue to focus for optimal brand perception.
According to the study, the LV Strip properties and Downtown properties scored the highest consistently among all three key segments.
“This is a very positive story,” said Greg Chase, Founder and Chief Thought Provoker of Experience Strategy Associates. “This data was very specific to key elements that would ultimately make a customer feel safe or not, such as if sanitizer machines were functional and if they observed employees cleaning public areas, which we know has a lot of consumer focus in the present time.”
Secret shops were conducted across three key segments, Downtown LV properties, LV Locals Casinos and LV Strip Properties on both re-opening weekend and again two weeks post re-opening, totaling over 560 customer touchpoints.
- Top 5 Areas for Opportunity Across All Segments to Improve Customer Perception Amid COVID-19
- Allowing customers to see some element of sanitation practice on table games
- Ensuring Staff are proactively offering masks to customers who are not wearing them or do not have on their person
- Supporting staff in enforcing social distancing standards in F&B venue lines
- Allowing customers to see staff cleaning and sanitizing F&B tables and chairs
- Ensuring sanitizer dispensers are properly functional
“As a member of the Las Vegas community, HS Brands is proud to provide our partners with tools necessary to measure their COVID protocols to better protect their employees and guests.” Michael Mills Vice President of Sales at HS Brands
To learn more about this study, please view the attached infographics or visit https://hsbrands.com
About HS Brands Global
Founded in 1992, HS Brands is the leader in deploying the global field resources necessary to assess and verify customer experiences, brand image, compliance standards, and operational integrity. Based in Las Vegas with 13 global offices, HS Brands is the largest mystery shopping provider to casinos in the world.
About Experience Strategy Associates (ESA)
Founded in May 2019, Experience Strategy Associates is a Las Vegas-based boutique consulting group focused on assisting organizations with customer experience and branding strategy. Composed of Las Vegas industry experts, ESA brings rich insights to the forefront to help clients understand their customers with data-driven studies, develop customer experience strategies and foster strong employee and customer engagement.
SOURCE Experience Strategy Associates
Revo Casino and Social House in Conway, New Hampshire, has held its grand opening on Tuesday.
The Conway property is the latest addition to Revo’s growing presence in New Hampshire, joining locations in Dover, Lebanon, Manchester, and Keene.
Revo Casino and Social House’s new amenities include:
• Rebels: A bold dining experience with a full bar and great game-day energy. Revo’s signature restaurant serves up flavorful dishes like the Rebel Smash Burger, flatbread pizzas, and prime rib, making it the perfect spot to eat, drink and enjoy the action.
• Rebel Stage: Featuring live music every weekend.
• Revo Studio powered by iHeartMedia: An in-house broadcast center featuring live iHeart broadcasts. The studio also drives the Soundtrack of the Revolution, a curated music selection that sets the energy and vibe of the property.
Gaming Highlights: 75 thrilling casino machines, including Ultimate Fire Link Explosion, Huff N Even More Puff, and Devil’s Lock. Table games, including blackjack, roulette, and poker tables.
Speakers and guests at the event included Revo President Aaron Gomes, Executive Director of Mount Washington Valley Promotions Lisa DuFault, and the Mount Washington Valley Chamber of Commerce.
“It’s exciting to open Revo Casino and Social House and see the community’s enthusiasm for our gaming, entertainment and dining options. Beyond entertainment, Revo Casino and Social House will also support nonprofits across the Mount Washington Valley. We’re proud to be part of this community and contribute to its success,” said Gomes.
“This facility will make such an incredible difference for so many nonprofits in the Mount Washington Valley. The support that Revo Casino and Social House provides allows organizations like ours to better serve our communities and care for those in need. The impact is truly life changing,” said Lisa DuFault, Executive Director of Mount Washington Valley Promotions.
Spinomenal, the leading iGaming content provider, has made its US debut after launching an exciting collaboration with a leading operator in the state of New Jersey, and is anticipating many more valuable collaborations with top tier online casinos.
Following impressive growth rates, Spinomenal is making a major move into the New Jersey iGaming market, marking a key step in its global expansion. By entering this crucial U.S. region, Spinomenal will bring its innovative games to a new audience, strengthening its presence and leadership in the iGaming industry.
Spinomenal’s specially selected titles will be going live via Pariplay’s Fusion aggregation platform in the New Jersey market. Some of the outstanding titles being made available for NJ players are Demi Gods II, Majestic Wild Buffalo and Kitsune’s Scrolls.
This marks a major milestone in Spinomenal’s strategic expansion plan, as this debut establishes the company’s initial presence within the New Jersey market, with further growth anticipated across the US iGaming ecosystem. This move underscores Spinomenal’s commitment to expanding its global footprint and further solidifying its position as a leader in the online casino industry.
Lior Shvartz, CEO for Spinomenal commented: “After a decade of establishing and positioning Spinomenal as a leading provider in the iGaming industry, we have now taken a big leap and will provide our exciting content to the esteemed New Jersey audience. We are highly optimistic about entering this prominent market, following the process of obtaining approval from the DGE.”
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