SOFTSWISS, a leading technology provider with over 15 years of experience in iGaming, reveals the key points from a recent customer survey conducted by Kantar. The results highlight the essential features that operators prioritize when selecting casino platform software and gaming hubs.
Recently, SOFTSWISS shared the needs and expectations of iGaming operators when choosing a software provider, revealed during a customer survey conducted in November 2024 by Kantar, the world’s leading analytics agency. Digging deeper into the research results, the company pinpointed specific features vital to specific products.
Importance of performance for Gaming hubs
Operators have specific requirements for gaming hubs. The 5 most important are:
- Uninterrupted gaming performance
- Timely response and quick resolution of technical problems
- Regular expansion of game and provider offerings
- Integration support and ongoing assistance with the API
- A broad portfolio of providers and games
The above features are vital for around 90% of iGaming operators participating in the customer survey. Rankings within the top five have changed, with some characteristics gaining greater importance among respondents compared to the 2023 survey.
For example, now a broad portfolio of providers and games is essential for 89% of respondents, while only 73% highlighted this in 2023.
A fairly high level of satisfaction with vital features resulted in an overall satisfaction score of 8.1 out of 10 for the SOFTSWISS Game Aggregator. Half of the respondents rated the product 10 or 9.
Satisfaction with customer support service was even higher – 8.4 out of 10. More than half of respondents indicated that they would recommend SOFTSWISS Game Aggregator.
Focus on casino platform flexibility
According to iGaming operators, the 5 crucial features of casino platform software are:
- Flexibility of back office configurations
- Casino infrastructure monitoring and fault tolerance
- Marketing and statistical reports
- Flexible CRM Configuration System
- Support for multiple payment systems
All of the above parameters are crucial for more than 80% of respondents, highlighting the importance of flexibility, customization and variety. Generally, a personalized approach is important not only for casino platform providers but also for a wider audience. It is essential for payment systems, affiliate marketing, gamification and other aspects of iGaming and entertainment.
iGaming operators highly rated SOFTSWISS’ strong features such as its 24/7 availability and functionality, the ability to create new opportunities for business revenue growth, efficiency and transparency in the technical issue resolution process, and flexible approach to terms of collaboration.
General satisfaction index of the survey carried out by SOFTSWISS
The survey revealed an overall satisfaction rating of 7.4 out of 10 for the SOFTSWISS Casino Platform. At the same time, overall satisfaction with customer support services was higher – 7.8 out of 10, marking a 0.5 point increase compared to the 2022 survey results.
Vitali Matsukevich, Chief Operating Officer at SOFTSWISS, summarizes: “Creating exceptional products starts with a deep understanding of customer needs. The research highlights the growing demand for flexibility and innovation in iGaming solutions.
Operators prioritize comprehensive platforms that support ongoing operations, offer robust customization, and drive business growth.
With its focus on cutting-edge solutions and a collaborative approach, SOFTSWISS solidifies its role as a trusted partner, empowering operators to navigate and excel in the highly competitive industry.”
The SOFTSWISS team is ready to discuss recent iGaming trends and collaboration opportunities at the 2025 premier iGaming event, ICE Barcelona, January 20-22. Partners and customers can schedule a meeting at stand 2G42 via the link.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience developing innovative solutions for the iGaming industry. The company holds several gaming licenses and provides comprehensive software for managing iGaming projects.
The product portfolio includes the Online Casino Platform, the Game Aggregator with over 23,500 casino games, the Affilka Affiliate Platform, the Sports Betting Software and the Jackpot Aggregator.
In 2013, SOFTSWISS revolutionized the industry by introducing the world’s first Bitcoin-optimized online casino solution. The team of experts, based in Malta, Poland and Georgia, has more than 2,000 employees.