Player Behaviors and Expectations in a Changing Landscape

As a result of the changes casinos have seen in recent years, we sought to gain a deeper understanding of how casino operators can better communicate with players and deliver world-class experiences that will inspire long-term loyalty. Our team fielded a study of more than 1,384 casino players across four generations, interviewed notable casino executives, and spoke with casino players across all generations.

67% of players only belong to 1 or 2 casino/sports betting loyalty programs
48% of Gen Z players and 36% of Millenial players have only bet online but never bet at an in-person casino
74% of all players expect their preferred casino to have a mobile app

Gain Access

70%

of Gen Z and Millennials said the legalization of sports betting made them more likely to visit a casino in-person

What We’ll Cover in the Report

There is great opportunity for casino operators to improve the casino player’s journey through the lens of four unique generations. We’ve identified the most impactful insights that apply to several core areas that make up the casino experience.

Our national survey of casino players across generations resulted in a report that includes the following:

Emerging Trends in Loyalty
Expectations Around Customer Experience
Impact of Online Sports Betting
Four Key Insights & Marketing Opportunities
Three Personas for Marketing

Player Insights by Generation

We surveyed players across all generations to take a look at how each audience compares on loyalty, customer experience, and sports betting to see how operated should uniquely cater to each group.

These were broken into four main demographics: