A large-scale survey conducted by the marketing research leader Kantar Ukraine on behalf of SOFTSWISS has shown that one of the company’s key differentiators amongst competitors is top-level customer service. The survey was conducted from August until September 2021 and its main objectives were to discover which key features and product characteristics are of crucial importance to clients. Most important were prompt response and quick problem resolution, help in making money, simple and quick communication with Managers, top-level service and the opportunity to run a successful and profitable business. Each of these characteristics is in line with SOFTSWISS brand positioning as a reliable supplier of iGaming solutions that offers clients expertise, innovation and top-level customer service.
The study also showed that the top five features most valued by customers when choosing an online casino platform are support for various payment systems, financial reporting, flexibility of bonus settings, management of payment systems and variety of gaming providers.
Commenting on the findings of the research, Valentina Bagniya, Chief Marketing Officer at SOFTSWISS, said: “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. We are 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.”