COVID 2.0 – THE CHANGING PANDEMIC ATTITUDES OF CASINO CUSTOMERS

Abstract

In June 2021 we conducted a study to evaluate the potential for casinos to bounce back to pre-pandemic levels by addressing changing perceptions and priorities of their customers. Following this study, we have seen rapid changes in the perception of COVID-19 and, in turn, shifting customer behavior. Therefore, a follow-up national survey of US casino customers was conducted to better understand if pandemic related issues are still a concern, and, if not, what more can and brick and mortar casinos do to get customers back. The results of this follow-up study indicate dramatic changes in COVID related perceptions and shifting priorities of casino customers, offering implications and opportunity for casino operators.