The Palazzo Posts Highest 2012 Global Casino Satisfaction Ranking According to Market Metrix Hospitality Index

With a focus on casinos, the year end results from Market Metrix Hospitality Index (MMHI) name top global performers in customer satisfaction and gaming satisfaction.

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San Francisco, Calif (PRWEB) February 13, 2013

The Palazzo Resort & Casino tops the world’s highest customer satisfaction scores for 2012 for “Hotel Experience” and “Gaming Experience,” based on global results from the Market Metrix Hospitality Index (MMHI). The Babylon Casino at Fisherman's Wharf in Macau was the winner of these same categories among casinos in the Asia Pacific region.

MMHI data is collected from more than 40,000 travelers around the globe each quarter. Guests provide more than 200 details about their most recent hotel and casino experiences. The MMHI casino survey has two sections. “Hotel Experience” focuses on the guest stay and is based on the average rating of 14 product and service questions. The “Gaming Experience” section is comprised of 26 casino-oriented questions that are highly correlated with guest loyalty and recommendations.

The Americas
Among casinos in the Americas, The Palazzo received the highest customer satisfaction score for both “Hotel Experience” and “Gaming Experience” in 2012. Guests rave about the luxurious, Italian themed Palazzo saying, "It's a great hotel if you want the best," and "I can't believe they have a Lamborghini Dealership in the hotel!” Re-creating Venice’s legendary landmarks, The Palazzo is an all-suite, five diamond Las Vegas resort and is the second-largest building in the Western Hemisphere.

2012 TOP 5 CASINO BRANDS BY HOTEL EXPERIENCE - AMERICAS

Rank     Winning Brand                         Segment            Customer Satisfaction
1         The Palazzo Resort & Casino    Upscale Casino    88.8
2         MontBleu                                 Casino                    88.2
3         Mandalay Bay                         Upscale Casino    88.1
4         Hard Rock Las Vegas             Upscale Casino     87.8
5         MGM Grand                             Upscale Casino     87.5

2012 TOP 5 CASINO BRANDS BY GAMING EXPERIENCE - AMERICAS

Rank     Winning Brand                         Segment             Customer Satisfaction
1         The Palazzo Resort & Casino        Upscale Casino    85.3
2         Bellagio                                     Upscale Casino    84.4
3         Hard Rock Las Vegas             Upscale Casino    84.2
4         Caesars Palace                        Upscale Casino     83.9
5         Mandalay Bay                         Upscale Casino     83.1

Asia Pacific
Casino gamblers in Asia Pacific have seen their options expand fast in recent years. Among casinos in the Asia Pacific region, the Babylon Casino at Fisherman's Wharf in Macau received the highest ratings for “Hotel Experience” and “Gaming Experience.” The Babylon, a smaller, boutique casino, earns higher loyalty scores than competitors through superior guest service and personal attention.

2012 TOP 5 CASINO BRANDS BY HOTEL EXPERIENCE - APAC

Rank     Winning Brand                         Segment                Customer Satisfaction
1         Babylon Casino Macau            Casino                 82.1
2         MGM Grand Macau                 Upscale Casino     81.9
3         The Venetian Macau                Upscale Casino     81.6
4         Wynn Macau                         Upscale Casino     81.5
5         City of Dreams                        Upscale Casino     81.4    

2012 TOP 5 CASINO BRANDS BY GAMING EXPERIENCE - APAC

Rank    Winning Brand                         Segment             Customer Satisfaction
1    Babylon Casino Macau         Casino                79.5
2    Sands Macau                         Upscale Casino    79.3
3    City of Dreams                         Upscale Casino    79.3
4     MGM Grand Macau                 Upscale Casino 78.7
5     The Venetian Macau                Upscale Casino 78.2

For more results from the Market Metrix Hospitality Index, visit http://www.marketmetrix.com.

About Market Metrix
Market Metrix is the leading provider of customer and employee feedback solutions for hospitality companies around the globe. By connecting feedback with revenue, Market Metrix helps hospitality businesses make smart investment decisions that both improve the guest experience and produce higher profits. Real-time feedback and action management drive timely service recovery, turning potential negative reviews into online raves. And no other feedback program offers the detailed global benchmarking of MMHI, allowing clients to spot gaps and opportunities in the context of key competitors. Market Metrix is essential to more than 14,000 businesses in over 70 countries, and has been helping forward-thinking executives profit from feedback since 1996. For more information, visit http://www.marketmetrix.com.

Contact:
Mike Waite
mwaite@marketmetrix.com
+1 415 526 4646
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Market Metrix 2012 MMHI Casino Results Press Release