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Foxwood to Leverage Real-Time Guest Feedback Tool

Foxwoods Resort Casino, North America’s largest resort casino, has partnered with UniFocus to design and deploy a new GUESTScope Survey system intended to further enhance the level of customer service offered at the property.

Owned by the Mashantucket Pequot Tribal Nation, Foxwoods has six casinos, four hotels and more than 30 dining establishments. “We are happy to announce our partnership with UniFocus and utilize their GUESTScope Satisfaction Survey technology throughout our resort casino facilities,” says Stephen Heise, vice president of HR for Foxwoods Resort Casino.

“This technology is the latest of many resources in place to ensure we continue to provide the kind of exceptional customer experience for which Foxwoods is known. This online system from UniFocus will provide us with even more immediate insight into our guests’ experience and allow us to respond swiftly and exceed their expectations.”

UniFocus’ GUESTScope Survey system for Foxwoods Resort Casino enables the property to collect feedback about every facet of their business: room service and housekeeping; table games, slot machines and cage cashiers; restaurants; retail and entertainment venues; salons and spas; amenities and more. Most importantly, this system allows the staff to discover and respond to guest concerns in real time, further improving its customer service.

UniFocus’ GUESTScope utilizes customized survey questions designed to distill the most important issues surrounding the customer experience and includes these competitive advantages.
The UniFocus solution offers:
  • Real-time Alerts – Ensure that key staff members make faster and effective service recovery efforts.
  • At Risk Revenue – Convert guest response scores into significant dollars of otherwise lost revenue.
  • Problem Resolution – Quantify the revenue impact of a property’s problem resolution efforts.
  • Key Opportunity Reporting – Clearly identify the issues most highly correlated to customers’ intent to return and recommend.
  • Service Recovery Index – Easily ascertain how well the staff is resolving problems by type and the timeliness of response.
  • Issue Analysis Reporting – Put effective corrective actions into play per frequency and type of issue.
  • Communication Blog – For staff to document and share insights from he data.
  • Integrated Travel Site Monitor – Integrates open-loop and closed-loop feedback.
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