Apparently, if you want outstanding service in a casino, Macau may not be the destination. A report released in the latest Macau Gaming Service Index (MGCI) shows that the service provided by the city’s casinos is, at best, just mediocre and that it has fallen when compared to last year.

The MGSI was compiled by analyzing data from “mystery-shopper” researchers that spanned a ten-month period beginning this past January. It also showed that the quality found in the casinos in Cotai was, on average, better than that found in Macau’s downtown casinos. Researchers reportedly visited 15 casinos in the city, covering all six of the casino operators in Macau.

For October and November of this year, the service quality index was 2.29 points. During the same period last year, the index was 2.37. The index scale ranges from zero to 3.5, with 3.5 being the best quality.

The MGCI is put together by the Macau Gaming Research Association. It is administered by SGS Hong Kong Ltd., who uses undercover researchers to rate the staff in 15 casinos. Those employees are judged on “proactive attitude,” their smile and “tolerance.” Tolerance, for the purposes of the index, is defined as the level of patience demonstrated by the staff when dealing with customers.