Take the time to tell Keno how we are doing and what you would like to see improved.
Keno wants to hear what our club partners think about us and how we can do a better job.
We will be sending out a survey on 15 September, which will remain open until mid-October. The aim of the survey is to understand how our retail partners view their relationship with Keno and what we need to do to improve.
While 2020 has been a challenging year, Keno has continued to support its club partners during COVID-19. We have not charged venues a Daily Connection Fee during government-imposed closures and the staged reopening period, and have continued to pay venues full commissions.
Last year, we were delighted to hear that we had significantly improved our relationships and advocacy across the board: our Net Promotor Score (NPS) increased from +5 in 2018 to +26 in 2019.
We are proud 10% more venues told us that they felt like they have a strategic relationship with Keno.
Keno responded to this positive sentiment and implemented a raft of changes from venues’ feedback, such as enhancing our digital Keno promotional and campaign artwork, introducing customisable in-venue promotions, overhauling the Keno Connect website, along with revamping Keno Champions League and increasing Keno Concierge visits.
To assist clubs to rebuild as restrictions are easing, we have recently launched exciting new in-venue promotion prizes, as well as relaunched the popular Second Chance Draw.
The past year has also seen several successful promotions including Springtime Spree, the Five K Cash Grab, and ‘Smart Home’ promo, plus Keno refreshed its branding with a new campaign, featuring brand ambassador, Ken the Kraken.
The survey will ask you to evaluate Keno in four key areas: value; simplicity; trust and enjoyment.
Keno will then translate this into the following questions that drive our engagement with our venue partners:
- Do we create an economic and strategic value for your business?
- Do we simplify your daily operations and their work life?
- Do you and can you trust us?
- Do we create pleasant/enjoyable ways of working?
We look forward to you sharing your insights with us.