Customer satisfaction with SOFTSWISS Game Aggregator consistently increases year on year.
This conclusion is based on the results of an in-depth customer survey conducted by Kantar, a world-renowned data analytics and consulting agency, for SOFTSWISS.
The objectives of the survey were to discover the most important indicators for operators when choosing a game aggregation platform provider and to measure the level of customer satisfaction with SOFTSWISS’s main product, the Game Aggregator.
This marked the second survey, following the previous survey conducted in 2022.
General preferences when choosing a supplier
According to the survey results, when choosing a business partner in the iGaming industry, the following functional characteristics emerge as the highest priorities:
- Fair price
- Broad portfolio of games and providers
- Ease of technical integration and its support
The lowest priority is given to the ability to integrate different products from the same company.
At the same time, the importance of having licenses and certifications for regulated markets has increased – 47% of respondents consider this indicator important, compared to 32% in 2022.
Speaking about the emotional characteristics that influence the choice of a supplier, the interviewees highlighted the Top 3 below as the most significant:
- High level service
- Long-term and reliable partner
- Simple and fast communication with account managers
Combining key functional and emotional features essential for operators, SOFTSWISS Game Aggregator solidifies its leading position in the iGaming market.
Robust customer satisfaction with this product serves as proof of its excellence.
Game Aggregator: Customer Satisfaction
According to the survey, 93% of current customers are satisfied with SOFTSWISS Game Aggregator, with 53% of respondents giving highly positive feedback, rating it between 9 and 10 points.
This remarkable achievement surpasses findings from the previous year, where higher ratings were provided by 37% of respondents.
The evaluation of the level of satisfaction covered several factors, including the indicators highlighted by the interviewees as the most important functional characteristics of the SOFTSWISS Game Aggregator: the speed of response to unscheduled maintenance requests and the stable access to the games.
Notably, they achieved the highest level of customer satisfaction.
Tatyana Kaminskaya, Head of SOFTSWISS Game Aggregator, comments: “We are happy to receive this positive recognition, witnessing the growing satisfaction and looking at areas for further growth.”
This difference in the proportion of fully satisfied customers in 2022 and 2023 proves that we are good at handling feedback.”
“We considered last year’s survey results, worked on customers’ requests and were able to provide the top-notch service to take our customers’ business to a new stage,” he added.
While survey results and increased customer satisfaction are important indicators, they are not the only confirmation of the product’s progress and the team’s dedication to working towards the success of the customer’s business.
The product has recently achieved a significant breakthrough: total stakes across all projects exceeded €10 billion in July.
This milestone serves to further reinforce Game Aggregator’s leading position in the global iGaming market.
Service: SOFTSWISS and the market
With the aim of establishing itself as a reliable long-term partner associated with high quality services and security, SOFTSWISS offers comprehensive support to its customers.
Analyzing the level of service satisfaction, the researchers concluded that SOFTSWISS not only outperforms its competitors in this regard, but also surpasses the previous year’s level – 8.6 out of 10 points in 2023 against 7.9 points in 2022:
The researchers believe that the degree of service excellence and the team’s commitment to improving the customer experience have significantly driven growth in customer satisfaction.
The support service operates 24 hours a day, 7 days a week, with an average initial response time of 1 hour and problem resolution typically within 15 hours.
Summing up the survey results, Andrey Starovoitov, Co-CEO of SOFTSWISS, notes: “We are very focused on our customers, analyzing their demands and pain points. Understanding our customers is critical to developing innovative products, improving service and building long-term, trusting partnerships.”
“Results from surveys such as this one are another step towards strengthening our ecosystem of solutions and products and, consequently, the competitiveness and revenue of our customers. We are pleased that the latest results show high satisfaction with our flagship product, the SOFTSWISS Game Aggregator, and our service.”
“We have significantly raised the bar and are determined to consistently push the boundaries of working standards in the iGaming industry.”
About SOFTSWISS
SOFTSWISS is an international iGaming company that provides certified software solutions for managing gaming operations.
The expert team, which has 1,400 employees, is based in Malta, Poland, Georgia and Belarus.
The company holds multiple gaming licenses and provides complete iGaming software solutions.
The group has a vast portfolio of products, including the Online Casino Platform, the Game Aggregator with thousands of casino games, the Affilka Affiliate Platform, the Sports Betting Platform and the Jackpot Aggregator.
In 2013, SOFTSWISS was the first in the world to introduce a bitcoin-optimized online casino solution.
