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SOFTSWISS Shares Customer Satisfaction Survey Results
SOFTSWISS conducted a large-scale survey in which it assessed customer satisfaction. The survey was conducted by the marketing research leader Kantar Ukraine on behalf of SOFTSWISS. The results show that one of SOFTSWISS’ key differentiators is top-level customer service, which distinguishes the company on the market among competitors.
The survey was conducted from August until September 2021. Its main objectives were to discover which key features and product characteristics are of crucial importance to clients, understand their expectations and measure their satisfaction with SOFTSWISS and its competitors’ products and services.
Among the most important characteristics when choosing a company to cooperate with, respondents pointed out (on a scale of 1-10, where 1 is least important and 10 is most important):
- Prompt response and quick problem resolution (9.2)
- Help in making money (8.9)
- Simple and quick communication with managers (8.8)
- Top-level service (8.8)
- Opportunity to run a successful and profitable business (8.7)
All these characteristics are in line with SOFTSWISS brand positioning to be a reliable supplier of iGaming solutions and to offer clients not only expertise and innovation but also top-level customer service.
Among the least important characteristics when choosing a partner, respondents mentioned: “the development of the entertainment and gambling industry” (7.6), the “leading iGaming provider” status (7.4) and the opportunity to get “a positive effect on their image from cooperation” (6.8).
Based on the survey, customers still rely on feedback received via ‘word of mouth’ when making the decision to partner with SOFTSWISS. However, social media, blogs and newsletters are gaining ground among the top sources of information from which clients discover software suppliers and their advantages and disadvantages.
Among competitors, SOFTSWISS leads the way on the following characteristics:
- SOFTSWISS is considered a long-term partner
- The company ensures easy and fast communication via account managers
- SOFTSWISS shares information related to iGaming with clients
- Provides the opportunity to run a successful and profitable business
- Offers services and products that meet client needs
- SOFTSWISS employees demonstrate a high level of professionalism and expertise during communication
Statistically, our competitors are significantly inferior to SOFTSWISS based on the following characteristics: “opportunity to conduct profitable business”, “high professionalism and expertise” and “maximum involvement of the company representative in solving client problems”.
Among the features most valued by customers when choosing an online casino platform in the top 5 are:
- Support for various payment systems (9.4)
- Financial reporting (9.0)
- Bonus settings flexibility (8.8)
- Payment systems management (8.7)
- Variety of gaming providers (8.6)
Compared to competitors, the SOFTSWISS Online Casino Platform wins by offering more gaming content studios, in-depth financial reporting and gaming licences. In addition, the company was highly rated in terms of customer service. On average, this score is 1.3 points higher than competitors received. This is further supported by the awards SOFTSWISS received this year in the nominations for Best Customer Service Company of the Year at the International Gaming Awards (IGA) and Best Customer Service of the Year at the Starlet Awards.
Summing up, the main reasons for choosing SOFTSWISS were smooth communication and support from account managers, a wide range of complementary products and services, as well as short response times to client enquiries and the inclusion of a gaming licence. Also among the SOFTSWISS advantages cited by survey results is the support for cryptocurrencies and a broad geographical market coverage.
“The secret to the success of any business or brand is understanding the needs and insights of its target audience. While planning this research, our primary objective was to find out the most relevant characteristics of products and services that influence client choice and loyalty. We also wanted to assess growth and improvement opportunities for SOFTSWISS. We are, surely, pleased with the results and the valuable insights gained. It is encouraging to see that our positioning is in line with the needs and expectations of our clients. But what’s even more important is that the survey results confirmed the high marks we have received in nominations at recent awards,” said Valentina Bagniya, Chief Marketing Officer at SOFTSWISS.
About SOFTSWISS
The SOFTSWISS Online Casino Platform is a comprehensive platform for managing games, players, payments, bonuses, website content and reporting. Available as a White Label, Turnkey and Crypto Solution.
SOFTSWISS is an international tech brand supplying widely acclaimed, certified software solutions for managing iGaming operations. SOFTSWISS holds a number of gaming licenses, providing one-stop-shop iGaming solutions. The company has a vast product portfolio, which includes an Online Casino Platform, Game Aggregator with thousands of casino games, the Affilka affiliate platform, and Sportsbook Platform. In 2013 SOFTSWISS was the first in the world to introduce a bitcoin-optimised online casino solution. The company has since been regarded as the leading technical expert when it comes to the use of cryptocurrencies in online gaming.
Chris Christie
Chris Christie bets on Texas to approve OSB in 2025
Former New Jersey Governor Chris Christie has backed Texas to legalise online sports betting in the state’s next legislative session.
Christie helped pave the way for sports betting liberalisation across the US by bringing the Supreme Court case that led to the repeal of PASPA.
The case was fought and won by prominent conservative lawyer Ted Olson, who Christie hired to argue the case for states to make their own decisions on sports betting. Olson died last week at the age of 84.
After Missouri became the 39th US state to legalise sports betting in some capacity, attention has quickly turned again to the big three states of Texas, California, and Florida.
“I think it’ll happen in Texas in the next legislative session,” said Christie, speaking to Covers.com. The next session is due to commence in Texas on January 14, 2025.
Christie is less confident about California, however, where competing sports betting ballots failed in 2022 amid a bitter dispute and lobbying war between online operators and local tribes.
California is seen as essential to the future prospects of US sports betting operators, given its size and wealth and dramatic impact on the country’s total addressable market (TAM).
“I don’t know about California,” said Christie. “This really takes gubernatorial leadership, and Gavin Newsom has got to decide if this is one of the issues he wants to lead on.
“Without gubernatorial leadership, the legislature won’t do it because they’re pulled like taffy in too many directions by too many different interests. Without the governor pushing for it, I just don’t think it’ll happen.”
Despite another potential setback in California, Christie has backed sports betting to penetrate pretty much every state eventually.
“I really believe sports betting is inevitable to go just about nationwide, because people in America love their sports, they just do,” he said. “I think it is in the leagues’ best interests to grow their audience. The government gets some piece of the pie out of that which they enjoy, and the public seems to be pretty happy for the most part.”
Depending on expansion, US sports betting could, in theory, reach every state. It would then become a national issue, but Christie has warned the federal government not to interfere.
“Let the states handle it,” he said. “The states are doing fine. You haven’t heard of anything awful or irreversible happening since each state has been involved and they should have the ability to decide whether they want gambling or not.
“I don’t think the federal government should have anything to do with it and I don’t think they ever should have. I don’t think they have to be babysitters for the governors of the country.”
Chad Kinlay Chief Marketing Officer TrafficGuard
Influencers, Content and eSports: Unleashing the Power of Dynamic Strategies in the eSports Ecosystem
The sports betting industry is undergoing significant growth worldwide with restrictions loosening and new markets emerging. New opportunities create fierce competition among sportsbooks, and this has led to them devising increasingly expensive and aggressive advertising campaigns.
Public figures and influencers have become a popular go-to for sportsbooks promotions, such as Michael Jordan partnering with DraftKings or Jamie Foxx with BetMGM. Big names are costly, and sportsbooks haven’t realised the ad spend used on these campaigns is going to waste. Without the right precautions in place, up to 22% of ad spend is lost to fraud according to Juniper Research.
The big budgets behind high-profile brand campaigns need to translate into real user engagement. To achieve this, sportsbooks must ensure their digital channels are optimised to capture the surge in interest these campaigns generate. Without proper management, this potential can be lost to inefficiencies like invalid traffic, diluting the impact of their investments.
Ad Budgets Going to Waste
In today’s competitive landscape, sportsbooks need to make every click count. In 2023 alone, The American Gaming Association estimated that over $1.9 billion was spent on advertising campaigns in the US. With such a large amount of spend in play, it’s crucial that sportsbooks see as big a Return on Advertising Spend (ROAS) as possible.
Pay-Per-Click (PPC) campaigns are vital for sportsbook growth but can be disrupted by invalid traffic (IVT). IVT includes both malicious activity, like fraudulent bots, and unintentional actions, such as users repeatedly clicking on ads without intent to convert. These interactions inflate impressions and skew campaign performance data, leading to higher customer acquisition costs (CACs) and inefficient allocation of ad spend. Effectively managing IVT ensures that ad budgets drive genuine engagement and measurable growth.
Investing into influencers and celebrities also forces sportsbooks to bid on brand keywords to prevent their competitors stealing potential users searching for them. Up to 29% of PPC budgets are spent on this bidding according to Wordstream. As competition for brand keywords increases, PPC budgets are depleted without generating any new net revenue.
As campaigns become more expensive than ever, sportsbooks can’t afford to let profits fall to ad fraud. Instead of cutting budgets, sportsbooks should focus on analysing their campaign strategy.
Problematic Navigational Traffic
Navigational traffic is also presenting a significant challenge to sportsbooks alongside ad fraud. Navigational traffic refers to existing customers clicking on branded keywords to log into their accounts. While this seems convenient and harmless enough, this behaviour drastically inflates CACs. Like ad fraud, this can skew the effectiveness of PPC campaigns. By utilising paid search results instead of organic links to navigate to the site, costs are driven up without contributing to new user acquisition.
In addition to the challenges posed by navigational traffic and ad fraud, the competitive landscape for first-time depositors intensifies the need for strategic bidding on Google search. Brands investing heavily in influencers or sponsorships of major sporting events to generate awareness and drive potential users to search for them. However, without securing top placements in paid search results, these prospective customers may be intercepted by competitors before reaching the organic search listings. This creates a critical juncture where the effectiveness of a brand campaign hinges on converting that intent-driven traffic into first-time depositors, ensuring marketing spend achieves its goal of meaningful user acquisition.
First-time depositors are a critical metric for sportsbooks, and this issue directly impacts the cost efficiency of acquiring them. High CACs make marketing budgets less effective, reducing overall ROI.
Shoring Up Your Defences
Before launching costly ad campaigns, sportsbooks should adopt a multi-faceted approach to address ad fraud. IVT typically goes unnoticed, so to prevent this sportsbooks should monitor and analyse their campaign traffic for any suspicious activity. It is possible to identify IVT by looking out for signs such as irregular spikes in traffic from unknown locations or high pageviews. Fraudulent traffic can then by highlighted and removed.
The advancement of technology has made ad fraud more difficult to identify, and legacy fraud tools fail to detect IVT. They don’t analyse traffic at the impression level or consider the context of the business advertising. Sportsbooks can leverage ad-verification platforms to compensate for this. This allows sportsbooks to analyse and report suspicious traffic in real-time. Fraud can then be blocked before it has a chance to harm budgets.
Sportsbooks can also deploy tactics to reduce the impact of navigational traffic on CACs. Methods include encouraging existing customers to use mobile apps or direct bookmarks to log into their accounts instead of paid search campaigns. This decreases their reliance on PPC campaigns for navigation and protects budgets.
Keeping Profits in Sportsbooks’ Hands
Influencer and celebrity campaigns have proven to be a popular and useful tool in reeling new users and profits. However, if sportsbooks don’t have the essential precautions in place, they risk losing these profits to advertising fraud.
To make the most of their advertising efforts, sportsbooks need to prioritise their traffic. Implementing sophisticated tools to analyse traffic and filter out fraud will allow sportsbooks to protect their interests and focus on driving future growth. This way, they can secure their position in an increasingly competitive landscape.
Written by: Chad Kinlay, Chief Marketing Officer, TrafficGuard
A driven, open-minded, creative senior marketer with a strong sense of dedication and commitment. With over 15 years of progressive international experience in marketing and communications management, Kinlay has a credible history of commercial success.
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