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Mohegan Used Employee Listening and Boosted Customer Experience (CX) by Elevating EX

Mohegan, an extension of the Mohegan Tribe of Connecticut, is a worldwide leader in the gaming, entertainment, and hospitality industry.

Customer EX Impact Award

  • The Challenge:

    • Socialize the value of employee listening to boost survey participation.
    • Change the survey narrative by demonstrating the confidentiality and value of survey feedback.

  • The Solution:

    • Utilized newsletters, rallies, and meetings to reassure team members about anonymity and impact.
    • Showcased the administrator view of the Perceptyx platform to dispel concerns about data privacy.
    • Emphasized the importance of survey participation through various communication channels, including video demonstrations and personal reassurances from leadership.
    • Communicated survey results and actions taken in a grand way, through a vibrant visual display conveying transparency.

  • The Impact:

    • Achieved a 90% response rate for two consecutive years at Mohegan Casino Las Vegas.
    • Introduced vibrant visual display walls to transparently share survey results, priorities, and progress toward initiatives.
    • Observed a 73% increase in favorability across survey categories from 2022 to 2023
    • Demonstrated the EX-to-customer experience (CX) by mapping the correlation between motivated staff, successful CX programs, and organizational health.
    • Noted a 3-point increase in enterprise CX scores from 2022 to 2023, exceeding industry benchmarks by five points.
    • Achieved significant improvements in both EX and CX scores at notable properties such as Mohegan Casino Las Vegas and Resorts Casino Hotel Atlantic City, standing out in competitive markets.