www.casinointernational-online.com EDITOR’S COMMENT Managing Editor: Jon Bruford
We’ve got a new team member at Casino International Towers, the excellently- named Anjali Sooknanan. I just wanted to use this to say hi to her, and to make it public that so far, she’s doing a great job. If anyone out there has any ideas for a nickname for Anjali, suggestions are welcomed; I would use the ‘nana’ bit of her surname, but the offi ce already has a Banana, and I’m fresh out of ideas. Speaking of which, when I sat down to write this editorial column I had none in my head. Does it show? If you’ve an hour or so free, please check out my new podcast for the gambling industry, The Gambling Files. Co-hosted by the excellent Fintan Costello, you can fi nd all episodes at www. thegamblingfi
les.com Happy holidays, whoever you are, wherever you live and whatever you celebrate. Big love.
Jon Bruford Managing Editor, Casino International +441584 877177 /
jonbruford@yahoo.co.uk / @RunJontyRun @CasinoInt
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NEWS
Survey shows 94% of casino guests want venues to do more
Omnico Group’s 4 Post-Covid Guest Expectations in 2022 report highlights the impact of COVID-19 on consumer expectations. It explores how casinos can meet these expectations, improve the customer experience, and recover lost revenue in 2022. According to Omnico, 94% of casino goers believed
venues need to do more to encourage them to return, despite COVID-19 rules easing, and the demand for in-person gambling driving footfall. Shawn Harris, casino lead at Omnico, said: “We’re in
a new era of guest engagement where consumers expect more of casinos. What’s clear is that consumers don’t want things going back to the way they were before the pandemic. They now expect technology to be seamlessly integrated into every part of their visit to keep them safe, entertained, and don’t forget, they want to be rewarded too. The onus is on casinos to meet these expectations while still creating an experience their guests will love.” While 77% of consumers visited a casino over the
summer, only a quarter were satisfi ed with the safety measures put in place. Only 51% reported sanitiser stations in use, just under half said there were no clear social distancing markers in place, and just 35% said they were able to pay by contactless methods. As a result, less than half of visitors rated their experiences
either ‘excellent’ (46%) or ‘good’ (45%). 1 in 4 claimed they would not return if a casino did not meet their expectations. Despite the 77% surge in casino foot traffi c in Q1 of
2021, more than half (56%) of consumers said they did not have a good experience. In addition, 2 in 5 agreed that a loyalty app program is a must-have, as 77% said they would spend more if it was made possible. Jason Ashwell, chief product offi cer at Omnico, said:
EVERI Apr19 CI:Layout 1 05/04/2019 09:06 Page 1
“As we continue to rebound from the pandemic, meeting guest expectations at casinos is only possible by connecting and digitising the end-to-end experience. The last thing you want is to turn guests away. Which is why following them throughout their journey and providing them with the rewards and incentives they actually want will add value to their visits and get them returning.”
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CASINO NEWS
4 DECEMBER 2021
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