The Gaming Service Index (GSI) compiled by the Macau Gaming Research Association shows an increase of 24 per cent quarter-on-quarter and 22 per cent year-on-year in Q2 2015. The index primarily evaluates the aspects of smiling, proactive attitude and tolerance of staff against a base index of 100. The proactive attitude index revealed the most noteworthy transition, as its value slid to a record low of 82 in this year's Q1 before soaring to 144 in the following quarter, demonstrating an increase of 40 per cent. The smiling and tolerance index increased to 127, reflecting that the service performance of gaming industry staff is improving.

The survey comprises the evaluation of 48 mystery shoppers conducted on different days, at different times and visiting 11 major casino resorts owned by the six concessionaires, suggesting that the assessed frontline service of dealers, slot machine staff, security personnel, chips exchange employees, customer service, complimentary shuttle bus staff, cloakroom and toilet attendants, free meals dispensers, among others has collectively improved. The same number of samples of 432 staff was used in the survey in both Q1 and Q2, comprising mostly dealers at around 54 per cent.

The GSI has set a ceiling mark of 3.5, with last year's average of 1.92 and this year's mid-term score rising to 2.4. The smiling index's highest score is set as 1.5, with last year's score dropping to 0.64 and this year's increasing to 0.83 in Q2.

The proactive attitude and tolerance index's full mark is 1, while the proactive attitude index increased from 0.44 last year to 0.65 this year, and tolerance index from 0.82 to 0.92, all posting improvements. Security performance is still the best score at 2.67, rising from last year's 2.52. The lowest score was that of accountant at 1.89 this year, falling from 2.07 last year. Dealers, slot machine attendants and customer service improved their overall service, in which dealer service rose 33 per cent in Q2 over Q1.