MDLottery Loves It's Customers

On Tuesday, Oct. 2, Maryland Lottery and Gaming will join other state agencies as a proud participant in the 2018 Customer Experience Day.

Maryland is the first state in the nation to participate in Customer Experience Day, a global celebration of the companies and professionals that create great experiences for their customers. We value Lottery players like you!

Led by the Customer Experience Professionals Association (CXPA), this annual event includes webinars, online panel discussions and informational sessions in cities around the world.

Maryland Lottery and Gaming staff members aim to address customer questions and concerns quickly, clearly and completely. Whether we’re communicating with players or retailers, we’re mindful that every interaction is an opportunity to deliver a quality customer experience.

Emphasizing the importance of quality customer service for Marylanders is a top priority of Gov. Larry Hogan’s administration. In 2016, the state adopted the Maryland Customer Service Promise to Residents, an initiative Gov. Hogan launched to renew state agencies’ commitment to a culture of service. The effort focuses on improving customer service training for state employees and creating performance analytics to track improvements. For example, a link added to the signature line of state employees’ outgoing email messages invites the public to answer a two-question customer experience survey. The feedback is tabulated and, if needed, receives a response.

Customers with questions or concerns about Lottery games or Maryland’s six casinos can reach our staff in a variety of ways:

”We have a team of more than 300 employees who strive to deliver excellent customer service each and every day,” said Maryland Lottery and Gaming Director Gordon Medenica. “We thank our players, retailers, vendors and support teams and we want you to know that we appreciate you.”