E u r o p e a n

Keno Strengthens Club Relationships

Keno’s latest survey has shown how the business successfully reengaged with its club partners during 2022, fostering relationships to emerge stronger than ever.

Keno’s 2022 customer survey has revealed ACT clubs continue to view Keno as an important part of their business, however, there is also opportunity to build stronger strategic relationships by increasing clubs’ understanding of and engagement with Keno.

Keno has re-established its strong relationships and advocacy across the board, returning to pre-Covid levels. Its Net Promotor Score (NPS) increased 10 points from +33 in November/December 2021 to +43 in October/November 2022.

The results underlined just how well Keno has maintained the strength of its relationships, with 44% of venues seeing Keno as a business or strategic partner.

rating it at a benchmark effort level.

Notably, there was a big shift from Passives into Promoters, evidencing how effectively Keno has reengaged with its venue partners over the previous year.

A key survey highlight was that venues with higher levels of staff training and participation in LAM are significantly more likely to be Promoters and have stronger relationships with Keno.

“This survey tells us that on the whole, the closer you work with us and understand our product, the better your experience and the happier you are with it,” reveals Paul Malek, Keno’s General Manager of Licensed Venue Operations.

“The best message the Keno team could hope for is hearing that the work we’ve been putting into supporting our ACT club partners, your customers, and your communities, has been fruitful.

“After the two-year Covid hiatus, we were all pleased to be back. We are absolutely delighted that, in a tough trading climate, we’ve come out with such a positive response from our club partners, and we are very appreciative.”

Keno energetically brought back the ‘Play’ in 2022. In particular, Keno’s dedication to building on initiatives its partners say add value, including In-Venue Promotions for Local Area Marketing (LAM) and the Keno Training Platform, during the COVID-19 recovery period helped fortify relationships and advocacy.

Satisfaction was high across all states, rating at an average of 4.3 out of 5 stars. Importantly, 89% of venues who participated stated that they trust Keno, 83% love working with Keno, and 82% believe Keno’s products and services enhance their customers’ experiences in their venue.

Additionally, the vast majority of venues agree Keno makes it easy for them to operate Keno, with 91%

Survey participants affirmed that Keno is an important part of their venue’s entertainment mix, with 72% strongly agreeing customers expect Keno as part of the venue offering.

“This reminds us that whether we are a small or large part of your club’s turnover, we can still be an important part of your venue’s wholistic entertainment offering,” says Malek.

Survey participation was strong, with 20% of active venues getting involved and almost half of all participants being senior decision-makers (49%).

To find out how Keno can support your club in 2023, contact your Keno Sales Executive today.