SOFTSWISS releases Game Aggregator customer satisfaction survey results

High level customer support at all stages of cooperation compared to competitors was one of the main advantages highlighted by SOFTSWISS partners during the customer satisfaction survey conducted in January and February 2022 by the leading insights and consulting firm based on in evidence Kantar Ukraine.

The main objectives of the survey were to gain insights into customer expectations when choosing the iGaming software provider, discover the product and workflow features that are most meaningful to partners, and report on the level of satisfaction with iGaming’s solutions and services. SOFTSWISS in relation to competing products.

The survey was conducted among SOFTSWISS Game Aggregator partners, one of the most requested products in the company’s portfolio.

Search results: industry insights

According to the survey, the crucial functional reasons for choosing a business partner in the iGaming industry are as follows:

  • Great collection of games
  • Flexibility in discussing terms of service
  • Quick response and problem resolution

At the same time, the features that are less important are the availability of licenses and certifications for regulated markets and generally positive reviews of the company. As for the emotional characteristics that influence the decision, the top 3 were:

  • Simple and fast communication with the account manager
  • Offers you services and products that meet your company’s needs
  • Long term partnerships

The least important emotional attribute is software partner prestige. Based on the survey, customers cite that the main reasons for ending the business relationship would be the low quality or delay in order resolution, the lack of involvement of a company representative in solving the problems, as well as the lack of technical resources and additional functionality.

Another significant reason that can lead customers to discontinue cooperation is poor support. As stated in the survey, SOFTSWISS partners also highlighted the top 3 most important functional features of the game aggregator:

  • Stable access to games
  • Quick response to unscheduled breakdowns
  • Experienced onboarding support and additional support from the game aggregation team

Additionally, customers noted that they received “timely communication about API changes” and were promptly notified of new “technical API opportunities”.

SOFTSWISS overview

The survey results showed that 90% of Game Aggregator customers are satisfied with the products they use from SOFTSWISS. They pointed out that the most significant features they considered when choosing SOFTSWISS were:

  • Agile and quality communication at different stages of joint work
  • Variety of games
  • Flexible Terms of Service
  • Easy onboarding process

These characteristics are in line with what the company intends to deliver to customers. This convergence allows to say that SOFTSWISS meets the main expectations of the players in the sector. The company’s status as a trusted partner is also confirmed by the fact that customers use multiple products of the group at the same time.

Along with Game Aggregator, partners often buy the Affilka affiliate management platform. And, 55% of SOFTSWISS Game Aggregator customers have integrated the affiliate tracking software and are very satisfied with it.

Customer opinion: Game aggregator features

As reported in the survey, Game Aggregator’s overall satisfaction rating is 8.2, which is an excellent result. Such a high level of customer satisfaction demonstrates SOFTSWISS’s focus on meeting customer needs and providing first class service that is efficient and appreciated by partners.

Game Aggregator received a high score for each of the crucial characteristics pointed out by industry players when choosing this type of product (on a scale of 1 to 10, where 1 is the least important and 10 the most important):

  • Stable game access – 9.0
  • Timely notifications about planned work – 9.0
  • Fast response to unscheduled issues (notifications, resolution speed) – 8.8
  • Top-notch integration support and additional support from the Game Aggregator team – 8.5

It’s worth noting that Game Aggregator received the highest score for the most significant feature for customers, namely stable access to games. When analyzing the survey results related to the level of service support, the numbers show that customer service is superior to that of competitors, which is a key achievement for the team:


Competitors – 7.4

The most outstanding advantage of SOFTSWISS customer support is the high speed of response to requests and a convenient helpdesk service.

“This survey is very useful to understand in which direction to go to improve our performance. We are pleased to see that our partners greatly appreciate our work. This inspires us to make Game Aggregator even better. We strive to be a reliable partner for our customers and provide them with quality service,” commented Tatyana Kaminskaya, Head of SOFTSWISS Game Aggregator.

Summing up the research, the most important reasons to choose SOFTSWISS in general, and Game Aggregator in particular, are a rapidly growing content base, top-notch customer support, and fast communication.

The SOFTSWISS team notes that the results match the brand’s positioning – being a trusted iGaming provider, offering specialized solutions and an excellent level of service. It’s a vital conclusion in terms of evaluating not just a specific product, but also the company’s long-term strategy.

“Continuous work with customers and studying their needs is one of the most important tasks that the marketing department defines. Understanding the customer allows us to create innovative products, as well as adapt and develop customer service at the highest level”, highlighted Valentina Bagniya, Marketing Director at SOFTSWISS.

“And, of course, we are happy that the results of this study not only provide us with valuable insights, but also show high satisfaction with our products and services. More and more factors indicate that SOFTSWISS work standards are becoming the benchmark in the industry”, he concluded.


SOFTSWISS is a widely acclaimed iGaming specialist that provides certified software solutions to manage gaming operations. The company has an international team of more than 1,000 employees and has an official presence in Malta, Belarus, Poland and Georgia. SOFTSWISS has multiple gaming licenses, providing complete iGaming solutions.