The Roaring 2020s: Changing Priorities of Casino Customers

Abstract

COVID-19 has accelerated change in the casino sector, and it is likely to impact the performance of this industry for years. This study evaluates the potential for casinos to bounce back to pre-pandemic levels by addressing changing perceptions and priorities of their customers. A national survey of US casino customers was conducted to provide insight into what gamblers would like to see and, more importantly, what they expect from casinos when they return. The results offer implications for health and safety mitigation, vaccination protocols, and the preferences of loyal casino customers and “Big Spenders”.