MGM Resorts
mgmresorts.com ↗In their words
“In closing, MGM Resorts delivered a strong first half of the year which should come as no surprise considering the enterprise achieved record breaking 2Q results on our NPS scores.”
“Their continued dedication and execution drove another gold plus NPS record-breaking quarter, reinforcing the strength and sustainability of our business and our ability to deliver unique and lasting experiences that people find incredibly exciting.”
“We've maintained record-level net promoter scores for our Gold+ customers once again this quarter.”
NPS disclosures (17)
In closing, MGM Resorts delivered a strong first half of the year which should come as no surprise considering the enterprise achieved record breaking 2Q results on our NPS scores.
Their continued dedication and execution drove another gold plus NPS record-breaking quarter, reinforcing the strength and sustainability of our business and our ability to deliver unique and lasting experiences that people find incredibly exciting.
Our success begins with our employees, who set a new annual record for Net Promoter Scores among our top tier Gold+ customers and played a crucial role in delivering another year of record results.
We've maintained record-level net promoter scores for our Gold+ customers once again this quarter.
MGM Resorts achieved all-time high Net Promoter Scores for Gold Plus customers in Q4 2024.
Our commitment and dedication to guest centricity is reflected in our Net Promoter Scores, which set an all-time record for our Gold+ customers in the fourth quarter of 2024.
Our commitment and dedication to guest centricity is reflected in our Net Promoter Scores which set an all-time record for Gold+ customers in the fourth quarter and for the year.
Net Promoter Scores, which set an all-time record for our Gold+ customers in the fourth quarter of 2024
Their continued attention to detail in guest service, has been amazing, and it continues to show through in our NPS scores and also just take a second to identify and thank our management teams into a challenging wage inflation environment.
…And again, as I always start these, a kudos to our team, our Net Promoter Scores have never been higher. We're holding these scores on margins that have delivered.
In 2023, management successfully delivered on its commitment to provide exceptional guest experiences, which was reflected in achieving record high Gold tier member and above NPS scores from our MGM Rewards members.
Improved segmentation will allow us to increase personalization and enhance the guest experience while driving increased NPS and overall customer lifetime value.
In addition, the Company launched numerous programs aimed at improving customer service, which helped drive improvements to the Company’s Net Promoter Scores, including the achievement of record high all-guest and Gold + Net Promoter Scores.
Importantly, labor expense as a percentage of revenues was flat sequentially and our current headcount remains approximately 20% below 2019 levels, all while we achieved historic highs in NPS and other indicative customer satisfaction.
It's been reflected in our NPS scores and what our customers are telling us about their experience here. But it's also had some impact on margin, one that we intended and hopefully, we've signaled pretty clearly in the past.
• Improvements during the first half of the year in the Company’s net promoter scores, which were almost at pre-pandemic levels and illustrated positive monthly trends in staff friendliness, guest room, check-in and problem resolution.
…crisis; ○ active management of the budget to project liquidity needs and minimize cash burn during the closures; ○ improvements to net promoter scores and general positive feedback from guests during the re-opening process; ○ the development and…
Retention disclosures (2)
MGM Resorts drives customer retention through the BetMGM app as part of its customer retention strategy.
MGM Resorts disclosed to investors that customer retention is over 80% and one-year revenue retention is over 100%.
Lighthouse companies in Travel, hospitality & leisure
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.