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Slide Notes

DownloadGo Live

Mystery Shopper

Published on Nov 25, 2015
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PRESENTATION OUTLINE

1.

MYSTERY SHOPPER

GMS MEETING, LODZ 2015
2.

GOAL

  • CPL and our competition analyze
  • First and second visit analyze
  • The same quastionaire and time
  • Analyzed fields: reception&security, bar, live game, slots
  • Loyalty systems
3.

Fields notes

1. Yellow color - neutral note
2. Red color- negative note
3. Green color- positive note

4.

YELLOW COLOR AT COMPETITION

1.STUDY IN 2014-49 TIMES ,2. STUDY IN 2014-45 TIMES,3. STUDY IN 2015-45 TIMES
5.

YELLOW COLOR CPL

1. STUDY 2014- 21 TIMES, 2. STUDY- 20 TIMES , 3. STUDY- 17 TIMES
6.

GREEN COLOR COMPETITION

1. STUDY-23 TIMES, 2. STUDY -29 TIMES, 3. STUDY -28 TIMES
7.

GREEN COLOR CPL

1. STUDY-29 TIMES, 2. STUDY- 33TIMES, 3. STUDY -37 TIMES
8.

RED COLOR COMPETITION

1. STUDY-9TIMES ,2. STUDY-16 TIMES, 3. STUDY- 20 TIMES
9.

RED COLOR CPL

1. STUDY-26 TIMES, 2. STUDY-14 TIMES, 3. STUDY- 17 TIMES
10.

CPL RESULT IF...

  • Yellow color: 0 pkt
  • Red color: -1 pkt
  • Green color: 1 pkt
  • .
  • .
  • .
11.

CPL RESULT

  • None of casino received result below 0 points
  • 3 Casinos- above 7 points
  • 4 casinos- 1 point-5 points
  • .
  • .
12.

CPL the best service in reception area

Warszawa
Katowice
Kraków

13.

CPL the best service in slot area

Poznań
Płock*


*1. Visit only :)

14.

CPL the best service in tables area

Krakow
Katowice
Lodz

15.

CPL the best service in bar area

Łódź

16.

CPL - the best impression

"When shift manager noticed that I am walking around casino with blind look he attended me, guided, explained roulette rules on empty table and invited to opened tables. After my suggestion that I would prefer to play on BJ, he promised to open table as soon as it will be possible :)"

17.

CPL the best impression

KATOWICE

18.

CPL the biggest problems

- visibly lowered service in slot area
- nobody offered Party card
- nobody offered loyalty card ( in casinos with loyalty system)


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