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Casino Bets on Guest Survey System to Turn BI into Actionable Items

Black Bear Casino Resort, located in Carlton, Minnesota, has selected the Unifocus GUESTScope survey system to gather timely and actionable feedback from its hotel and gaming guests, along with its loyalty club members. GUESTScope survey technology utilizes customized survey questions designed to identify what is most important to Black Bear’s guests and determine the key opportunities for improvement.
GUESTScope enables the casino to collect satisfaction data specific to each type of guest, based on purpose of visit, and even by player tier, which assists in designing customer service approach by type of guest. Managers see the overall big picture or they can drill down to specific departments using UniFocus’ real-time online dashboard and reporting. Instant survey alerts sent to key staff members as surveys are completed support the guest recovery efforts of the organization.     

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