Coushatta Casino Resort Scores Exceptionally High on Guest Advocacy with +78 NPS Exceeding Casino’s Goal

Associates Are Key to Success

January 11, 2017

KINDER, LA––When companies look at guest satisfaction and how to measure it, a common tool used is called a Net Promoter Score (NPS). In October 2016, Coushatta’s guests gave the casino a score of +78. In celebration, casino management held prize drawings for associates and offered free meals in associate dining rooms.

The Net Promoter Score is a management tool used to gauge the loyalty of a company’s guest relations, measuring the loyalty that exists between a company and its guests. Scores can be as low as -100 (terrible) or as high as +100 (perfect). Any positive score is considered good; a score of +50 is considered excellent. Coushatta’s score of +78 is the highest achieved to date, exceeding the casino’s 2016 goal by 3 points.

An NPS score is often based on answers to a key question on a guest exit survey (a series of questions for guests who care to comment about their visit). Coushatta’s key exit survey question is: How likely is it that you would recommend Coushatta Casino Resort to your friends and family? Guests’ responses resulted in a score of +78.

“Achieving this high score is a tremendous accomplishment for our property and our associates. Our associates’ unfailing dedication to providing a delightful experience for every guest, every visit has always been Coushatta’s hallmark of hospitality. Coushatta Casino Resort has taken guest service to new and unprecedented heights with this achievement of a super-high +78 NPS!” said Misti Robinson, Director of Operational Excellence.

Coushatta Casino Resort is located in Kinder, Louisiana on Highway 165 (I-10, exit 44), featuring three hotels and thousands of slots and table games including live poker, live bingo, off-track betting and a sportsbook. Call (800) 584-7263 or visit www.ccrla.com for more information.

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