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Bad Customer Service Problems For NJ Online Gambling

Wednesday May 28,2014 : NEW JERSEY INTERNET GAMBLING OPERATORS MUST IMPROVE ON CUSTOMER SATISFACTION
 
Poll shows over 50 percent of players feel operators are slow in addressing problems.
 
A poll carried out among New Jersey online punters last week by Clarion Gaming has shown that an alarming number of respondents rated their experience as mediocre in terms of customer satisfaction.
 
And more than half of respondents (62 percent) felt that operators were too slow in addressing customer problems, giving operators only 5 out of a possible 10 in this category.
 
Jim Quigley, a spokesman for the GiGse Consumer Insights Group (CIG) formed to conduct the survey in February this year, commented that researchers were surprised at how poorly operators scored with customers when problems arose.
 
"The operators have all been in the online business via their experienced partners and to see that 88 percent of respondents answered 7 or less out of 10 is shocking’, said Quigley,
 
"The fact that 13 percent of respondents gave it a 1 and only 12 percent gave it 8 or better may be why so many people have signed up to play but now no longer play," he added, referring to earlier survey conclusions that major New Jersey online gambling  operators like Borgata and Caesars had 48 percent and 38 percent drop-out rates, respectively.
 
Under New Jersey law all customer call centres have relocated to New Jersey since April 1, 2014 in a move to improve services.
 
Fred Buro, a marketing specialist and member of the GiGse Consumer Insights Group, stressed the importance of a good customer experience in the online space, saying:
 
"Consumers in the online space deem “poor performance” of any website or online process unforgivable – and are not shy about demonstrating their frustrations with slow load times, poor content, payments processing problems, and sign-up hurdles, with a simple “click’ way to a competitor – they won’t come back, and they tell all their friends not to visit.
 
"Customer service works for you when you average 9 or better, and severely less against you when it is anything less".
 
Jim Ryan, an experienced industry senior executive and CEO of Pala Interactive, commented on the CIG survey, saying that it showed that 64 percent of respondents were choosing unlicensed operators due to dissatisfaction with New Jersey's licensed operators.
 
"The player journey is poor’, he said. "In my view this highlights a key problem with regulated sites – the issues with geo-location, KYC and payments have been a significant negative to the consumer."



Gambling News :

Live Dealer Now At Slotocash - Live Dealer can be found in the left navigation menu under 'Live Dealer' when you, the player is logged in to instant play.

Advantages of online slots over slot machines - The rise of online casinos means that players no longer have to leave their own house to play casino games.

Betradar Launches US Sports Betting Solutions - With only a few weeks to go until the betting and gambling world descends on ICE in London, Betradar have today announced that they will be launching a comprehensive range of tools and services to any company that will be looking to provide sports betting in a post-PASPA United States.

Abdelaouhab Zizi Wins MPNPT Morocco Main Event - Abdelaouhab Zizi has defeated fellow Casablanca resident Fadhil Farag heads up to win the 2018 MPN Poker Tour Morocco Main Event and MAD 375,000 (c. €33,220) after a two-way deal.

Final 12 For MPNPT Morocco - Sunday on the MPN Poker Tour Morocco will see several trophies awarded at the Mazagan Beach Resort, with the largest going to the Main Event champion along with a prize of MAD 400,000 (c.€35,400).

MPNPT Morocco Updates - Leading the 104 combined survivors from both flights is still Said El-Yousfi with 272,000 chips; visit the MPN Poker Tour blog for an end-of-day recap and full chip counts.

MPN Poker Tour Morocco Day 1A - The MPN Poker Tour has returned to Morocco this week (January 11-14), featuring the MAD 1.5 million guaranteed Main Event, accompanying side events, and the activities and parties for which this tour has now become known on two continents.

2018 MPN Poker Classic - The MPN announces the return of The Classic tournament series this January. The series is back following its successful €350,000 guaranteed debut in 2017. This time €500,000 is guaranteed, along with a once in a lifetime trip to Monaco for the Classic Champion.

PDC and Sportradar Renew Deal - Following this month’s hugely successful World Championship, the Professional Darts Corporation (PDC) and long-standing partners Sportradar have renewed their multi-faceted cooperation that will see the leader in sports data and content continuing in their role as official data

Poker Yaar Joins MPN - Available through download, instant play and mobile, Pokeryaar.com is live with Omaha, Hold’em and Five-Card poker variants, alongside MPN’s Fish Party, the industry’s only progressive jackpot SNGs.

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