UniFocus’ GUESTScope Survey Solution Selected By Black Bear Casino Resort

  • UniFocus
  • 06.07.12
UniFocus is pleased to announce that Black Bear Casino Resort, located in Carlton, Minnesota, has selected the company’s GUESTScope™ survey system to gather timely and actionable feedback from its hotel and gaming guests, along with its loyalty club members.

“We are in a very competitive market, and always looking for ways to set ourselves apart from other casino resorts in the area,” said Tim Elliott, director of sales for Black Bear Casino Resort. “UniFocus gives us the insights and information we need in order to provide the best possible customer service in all parts of our business.”

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.
“With GUESTScope, we’re able to collect satisfaction data specific to each type of guest, based on purpose of visit, and even by player tier, which assists us in designing our customer service approach by type of guest,” said Elliott. “Further, the information collected on how our guests compare us with other gaming establishments in the area helps us in efforts to drive guest intent to recommend Black Bear.”
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.
“We are excited about our partnership with Black Bear Casino Resort. GUESTScope is the perfect feedback system for casinos, as managers get a clear picture of what is going on in all areas of the business and they are able to identify what they are doing or need to do better to keep bringing people back to their casino resort,” said Mark Heymann, president and CEO of UniFocus. “GUESTScope is a vital tool for resort and gaming operators as they work to establish a true customer service culture within their organization, with the ultimate goal of growing loyalty within their customer base, and increasing their share of the local market.
“Black Bear Casino Resort, when coupled with our database that includes Tropicana Properties, Foxwoods and The Sands Group, to name a few, is able to benchmark its performance in the casino industry,” said Heymann.

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