Mohegan Sun is looking to improve the casino experience for its guests and has chosen Market Metrix L.L.C., a provider of feedback and performance tools for the hospitality industry, to assist in the endeavor.
The San Rafael, Calif.-based company said the Uncasville casino chose Customer Metrix to survey guests about the casino, lodging, dining and entertainment options.
“In this difficult economic climate, cultivating a sustainable and profitable customer base is the most cost-effective way to grow a hospitality business,” said Robert Honeycutt, CEO of Market Metrix.
The results of the surveys will provide managers with tools for “immediate service recovery, a system to isolate and improve problem area, and information to balance strict budget requirements with the impact on guest experience,” the company said in a statement.
“We will obtain deeper insights into the casino experience of our guests and enable us to act on the information in a timely manner,” said Mitchell Etess, Mohegan Sun”™s president and CEO.
The company”™s benchmarking database, known as the Market Metrix Hospitality Index, is billed as the largest, most in-depth performance comparison of hospitality brands, including vacation-ownership segmentation. The index will enable the casino to see how it scores in more than 80 categories relative to competitors, according to the comopany. The MMHI has been tracking the casino industry for nearly10 years.
