The Road Back

A report issued by the Las Vegas office of KPMG and the University of Nevada, Las Vegas’ International Gaming Institute, called “Gaming Companies Place Their Bets,” examined how the gaming industry has changed in the year since Covid-19 became a pandemic. The comprehensive report was conducted in May and September 2020 and surveyed casino customer sentiment during those periods. The report evaluated actions taken by casinos—mask requirements, Plexiglas installations and limited number of table game players, social distancing in slot areas, hand-washing stations and more—and measured the response of customers who had returned, and those who still had not.

Basing much of its findings on the people who had returned, the study suggests that casinos focus on making the customer feel safe and secure by fine-tuning health and safety measures, making them visible and increasing options for touch-free entertainment. The chart outlines, on a scale of 1 being least comfortable and 5 being most, how the customers feel today about the various areas of the gaming resort.