By the time this article is published, most or all casinos will be open again, many for several months, after the coronavirus shutdowns in the spring. Despite reopening, the virus is still with us, and preserving health and safety remains top of mind to consumers. I believe that we are still in the early phases of addressing the challenges and establishing new ways of operating.
I recently coauthored a report on the results of a joint research project by KPMG and the International Gaming Institute (IGI) at the University of Nevada, Las Vegas. The goal of the project was to better understand customer views related to visiting a casino in this new reality and examine casino operators’ perceptions of what customers expect, as well as how they planned to respond. We also looked at how we move forward constructively, both from a health and safety perspective as well as an economic and financial perspective.