customer-experience Case Study
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A regional casino closed due to the pandemic and wondered if customers would return should they choose to re-open.
Ultimately, the client wanted to understand 1) which customers would return to the casino should it re-open and 2) what types of things those customers would expect from the casino in order to feel safe returning in-person.
The gaming & hospitality industry published guidelines to keep customers safe, but our client begged the question – is that enough?
They wondered; would their customers think that these guidelines were enough for them? Would higher worth customers be more likely to return compared to those who spend less during their visits?
Approach + Solution
We were able to link survey responses to customer data supplied by the client to segment customers into lower-, middle-, and higher-value groups.
Survey metrics included whether customers expected other customers and staff to abide by certain CDC guidelines as well as how the casino could go above and beyond to exceed customer expectations.
They had a smooth re-opening by clearly communicating to staff and guests what was expected of them and saw a larger than expected number of guests returning immediately after re-opening.