By  on August 23, 2007

When one thinks of casinos these days, images of majestic water fountains, ringing slot machines, expensive restaurants and over-the-top hotel accommodations come to mind. Why so extravagant? "Casinos have become such a staple, in terms of entertainment. It's an all-encompassing experience," said Milton Pedraza, chief executive officer of Luxury Institute, a research firm based in New York. "Everything is over the top. It's like Disneyland for adults — and primarily wealthy adults at that, because everything is expensive." Luxury Institute surveyed over 1,650 consumers with an average net worth of $3.2 million on their experiences at 30 casinos nationwide. The firm derived its Luxury Customer Experience Index for casinos from three factors: overall customer satisfaction, personnel (how were consumers treated by staff?) and whether the environment was aesthetically pleasing. Said Pedraza, "These are truly the fundamentals of a great customer experience."

Luxury Customer Experience Index score: 8.52

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