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ECONSULTANCY CUSTOMER SURVEY ON UK GAMBLING

Sunday  November 13, 2011 : Customer experiences need work says survey
 
A survey conducted by the independent ecommerce and digital marketing consultancy, Econsultancy has revealed some interesting results.
 
The survey in consultation with Foviance and TolunaQuick was based on five consumer studies covering the online banking, mobile phone provider, gaming/gambling, travel and retail sectors directed at a sample of 5,000 British respondents who were anonymously polled during September 2011.
 
-     Consumers are less likely to recommend a gambling than companies in the retail, mobile, banking and travel sectors, with 47 percent saying they would endorse a gambling brand, compared with a high of 73 percent for retailers, and 64 percent for mobile phone brands.
 
-     Key areas for improvement identified by gambling customers were:
 
      -     They want the best odds for their bets
      -     A user-friendly website
      -     Efficient customer service
      -     Quick resolution of problems.
 
-     Customer’s preferred channels revealed:
 
      -     30 percent of the sample utilises a desktop computer
      -     mobile users account for 9 percent
      -     tablet users account for 5 percent.
      -     26 percent of the sample place their bets at bookmaker shops.
 
-     Use of mobile for betting is more prevalent in the 18 to 34 age group, with 15 percent placing a bet on their phones in the past six months.
 
-     With mobile gambling on the rise survey results revealed that the mobile user experience has room for improvement.
 
      -     56 percent of customers rated the mobile experience as good or excellent, compared with 67 percent for desktop.
 
      -     12 percent rated it as poor or very poor. The same figure for desktop users was just 5 percent.
 
      -     If companies didn't have a mobile version of the service, or the mobile offering was poor, then this was enough to deter 7 percent of respondents.
 
      -     The tablet users sit somewhere in the middle.
 
-     Customers close their accounts because:
 
      -     There were too few offers or incentives – 33 percent
      -     Only registered to take advantage of a promotion – 17 percent
      -     The interface was poor – 11 percent
      -     Bad experience on the site – 9 percent
 
Respondents named the following brands as providing the best customer experience:
(Ranked in order of number of mentions from highest to lowest)
 
-     Ladbrokes
-     Paddy Power
-     Coral
-     Betfred
-     Bet365 and SkyBet
-     Gala Bingo and Mecca Bingo
-     Betfair
-     888.com and Betfred
-     Foxy Bingo Customers
 
More in-depth survey information is available at http://econsultancy.com/us/reports/surveys

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Gambling News :

Is Gibraltar Out of Luck in US Tax Challenge - Gibraltar's challenge to the UK 15 percent point-of-consumption tax on online gambling operator revenues has already failed in the UK High Court, and it looks as if it may be rejected by the European Court of Justice too.

Quickspin are now available in Denmark - #quickspin The roll-out strengthens the long-standing partnership between the supplier and the operator, with Quickspin games already available on Vera&John’s websites around the world.

UCypher Launches - Indian entertainment and media entrepreneur Ronnie Screwvala has announced the formation of UCypher, an eSports tournament in which ten teams will compete.

Extreme Live Gaming In deal With Betsson - Extreme Live Gaming, a subsidiary of the Novomatic Interactive group, has announced a live dealer product deal with the Betsson online gambling group, with an initial launch planned for Betsson.com, followed by other brands in the Swedish group's portfolio.

Expansion Mode For BoyleSports - The Bambury premises are situated in Kildare, Meath and Dublin and will be refurbished and rebranded after acquisition, with the total of 31 staff remaining in employment..

Safecharge Q4-2016 - Online e-cash processing firm Safecharge, where Playtech's Teddy Sagi is a majority shareholder, released a trading update on its Q4-2016 performance Thursday, flagging record transaction processing volumes and revenues.

ASA Most Controversial Ads of 2016 - Paddy Power's penchant for advertisements that cause a stir saw the betting company mentioned twice in the Top Ten most controversial adverts of 2016 released by the Advertising Standards Authority in the UK Thursday.

Yggdrasi To Enter Italian Gambling Market - Yggdrasil’s Italian offering will include the company's collection of in-game promotional tools, BOOST, improving gamification, and the social sharing tool, BRAG. The company’s mobile product will also be available on its HTML5 iSense 2 platform.

888sport is the latest to join sports betting integrity body ESSA - Major operator 888sport is the latest to join sports betting integrity body ESSA with the company adding its customer base and betting market platforms to ESSA’s global anti-fraud alert and reporting system.

First partypoker live event to be held in Russia - Partypoker’s new live tour will kick off in Russia on March 24, 2017 at Sochi Casino and Resort in association with Club Poker Management. Online Day 1’s will start on partypoker on March 12, 2017.

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