QHA-Review_March_Digital

NEWS
HOTELS VALUE KENO RELATIONSHIP
KENO’S LATEST SURVEY HAS SHOWN HOW SUCCESSFULLY IT REENGAGED WITH ITS HOTEL PARTNERS DURING
2022, FOSTERING RELATIONSHIPS TO EMERGE STRONGER THAN EVER.
QHA REVIEW | 16
Keno’s 2022 customer survey has revealed
Queensland hotels continue to view Keno as an
important part of their business. However, there is also
opportunity to build stronger strategic relationships by
increasing hotels’ understanding of and engagement
with Keno.
The results underlined just how well Keno reestablished
strong relationships and advocacy with
its hotel partners during a year of rebuilding following
Covid.
Its Net Promoter Score (NPS) increased nine points
from +36 in November/December 2021 to +45 in
October/November 2022, returning to pre-Covid levels
and 44% of all venues see Keno as a business or
strategic partner.
Keno energetically brought back the ‘Play’ in 2022. In
particular, Keno’s dedication to building on initiatives its
partners say add value, including In-Venue Promotions
for Local Area Marketing (LAM) and the Keno Training
Platform, during the recovery period helped fortify
relationships and advocacy.
Keno also achieved high ratings of satisfaction
from Queensland venues, with 4.2 out of 5 stars.
Importantly, 89% of venues who participated stated
they trust Keno, 83% love working with Keno and 82%
believe Keno’s products and services enhance their
customers’ experiences.
The majority of Queensland venues agree Keno makes
it easy for them to operate Keno, with 85% rating it at
a benchmark effort level.
Notably, there was a big shift from passives into
promoters, evidencing how effectively Keno has
reengaged with its venue partners over the previous
year.
A key survey highlight was that venues with higher
levels of staff training and participation in LAM are
significantly more likely to be promoters and have
stronger relationships with Keno.
And while there were high ratings of satisfaction
overall, venues who ran an in-venue promotion in the
previous 12 months were significantly more satisfied,
just as they were in the 2021 survey.
“This survey tells us that on the whole, the closer
you work with us and understand our product, the
better your experience and the happier you are with
it,” reveals Paul Malek, Keno’s General Manager of
Licensed Venue Operations.
“The best message the Keno team could hope for
is hearing that the work we’ve been putting into
supporting our Queensland hotel partners, your
customers and your communities, has been fruitful.
“After the two-year Covid hiatus, we were all pleased
to be back. We are absolutely delighted that, in a
tough trading climate, we’ve come out with such a
positive response from our hotel partners, and we are
very appreciative.”
Survey participants affirmed that Keno is an important
part of their venue’s entertainment mix, with 72%
strongly agreeing customers expect Keno as part of
the venue offering.
“This reminds us that whether we are a small or
large part of your hotel’s turnover, we can still be an
important part of your venue’s wholistic entertainment
offering,” says Malek.
Survey participation was strong, with 20% of
active venues getting involved and almost half of all
participants being senior decision-makers (49%).
To find out how Keno can support your hotel in 2023,
contact your Keno Sales Executive today.