OMNICO
4 casino guest expectations in 2022 –
How casinos can boost traffic and recover post-pandemic S 32 JANUARY 2022
ince the pandemic hit, it’s been a year and a half of disruption and transformation for casinos. According to the American Gaming
Association, the national shutdown resulted in the gaming industry losing $105 billion – and
that was just within the first two months of casinos shutting their doors.
At the same time, online gaming took off and thrived –
particularly as virtual platforms became more sophisticated with increasingly advanced tech, such as augmented reality and crypto-gaming, which enhanced the gaming experience. With vaccination rates increasing and capacity restrictions
easing, pent-up demand for in-person gaming and a desire for a sense of normalcy has driven up visitor numbers to an all-time high for quarterly brick-and-mortar gaming revenue. Yet, even with fervent demand, casino operators are discovering customers are left dissatisfied with their
asked 564 UK and US casino-goers to share what they love and what they won’t tolerate post-pandemic in casinos. We also spoke to top industry experts to learn from their
experiences and get their top tips for boosting foot traffic, strengthening loyalty, and encouraging spending at your casino in the coming year. Here are the top four things guests expect from your casino in 2022 and how to meet their expectations.
and how to meet them
experience. This tells us that, while there was much anticipation for doors to reopen, casinos are falling short when it comes to meeting customer new expectations. So, what can the gaming industry do to meet guest demands, recoup lost revenue, and get on the path of sustainable growth? The first step to success is listening to what visitors want and discovering what will get them coming back for more. To find out what that looks like for the gaming industry, we
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