High-level client support at every stage of cooperation compared to competitors is one of the key advantages highlighted by the SOFTSWISS partners during the customer satisfaction survey conducted in January and February of 2022 by the leading evidence-based insights and consulting company, Kantar Ukraine.
The objectives of the research were to identify insights into client expectations when choosing the iGaming software provider, discover product and workflow characteristics that are the most significant for partners and disclose the level of satisfaction with SOFTSWISS solutions and services compared to competitor products.
The survey was conducted among partners of the SOFTSWISS Game Aggregator, one of the most in demand products in the company’s portfolio.
According to the research, the crucial functional reasons for choosing a business partner in the iGaming industry are wide range of games, flexibility in discussing terms of service and quick response and resolution of issues.
As for emotional characteristics that influence the decision, the top three are simple and quick communication with the account manager, services and products that meet the needs of your company and long-term partnerships.
SOFTSWISS partners also highlighted the three most important functional characteristics of the game aggregator as stable access to games, fast response to unscheduled malfunctions and experienced integration support and further support from the game aggregator team. In addition, clients noted that they received “timely communication about the changes in the API” and were promptly notified about new “API technical opportunities.”
The survey showed that 90% of Game Aggregator clients are satisfied with the products they use from SOFTSWISS, and that the most significant characteristics they consider when choosing SOFTSWISS are prompt and quality communication at different stages of the joint work, variety of games, flexible terms of service and an easy integration process. Along with the Game Aggregator, 55% of SOFTSWISS Game Aggregator clients have also integrated the Affilka affiliate management platform and are highly satisfied with it.
“Such research is very helpful for understanding in which direction to move further to improve our performance. We are pleased to see that our partners highly appreciate our work. This inspires us to make the Game Aggregator even better. We strive to be a reliable partner for our clients and provide them with quality service,” commented Tatyana Kaminskaya, Head of SOFTSWISS Game Aggregator.
“Ongoing work with clients and studying their needs is one of the most important tasks that the marketing department sets. Understanding the customer allows us to create innovative products, as well as to adapt and develop customer service to the highest level. And, of course, we are glad that the results of this study give us not only valuable insights but also show high satisfaction with both our products and service. More and more factors indicate that SOFTSWISS work standards are becoming the benchmark in the industry,” added Valentina Bagniya, Chief Marketing Officer at SOFTSWISS.