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Of course, any internet casino that doesn’t have a decent payout schedule risks going out of business, because there are so many web casinos where people really do win decent money.
The bottom line is that online casinos are losing thousands of customers every day.
Jon Hingston, Customer Satisfaction Manager at Casino Genie, says, “Our survey of 2,500 online gamblers from over 100 online casinos shows that players want a more personal service. And one the key criteria of that personalized service is trust. Players want honesty and integrity. Sure this will cost the casinos more to manage but the upside will out weigh those costs. The survey figures show that players stay with a casino 5 times longer when customer service meets their expectation. So given this information what we now need to understand is how we can help casinos deliver this and fun experience too.”.
So why does trust matter so much. We talking about hardened gamblers who just want to win money right? No. Hingston tell us, “The bulk of players are new to gambling. And there is huge community of people who are put off by the complexity of the games, the language that we use is confusing and they feel out of their depth. If online casinos want to win advocates for life they need to be ‘your friend’. Behave like the friend at school who taught you the rules of baseball or English cricket without laughing at you. Then you can both enjoy the game more.”
Of the 2,500 online casino players that Casino Genie surveyed just over 1,400 had been playing less than 12 months. Only 24% were loyal to one casino. Over 62% played at four or more casinos.
Interestingly of those players who had been gambling for more than 12 months, there was still a huge amount of players playing at four casinos or more, 48%. Alarmingly for online casinos 78% of these cited poor customer service as a reason for their fickleness. Only 4% of players had found site which they were entirely loyal too. But here is the killer fact. Every one of those 100 people said that the reason they stuck with their casino was because of ‘superb customer service’. Makes you think doesn’t it. Why isn’t my casino like that?
Not one of those 100 gamblers played at a ‘Top 20’ casino. The small casinos are acting smarter, reacting quicker and playing the boutique game to try and compete in this sector. And its starting to have an effect.
So let’s get back to the trust issue. Another figure that came out of the survey. 82% of people asked said they would try a new online casino if recommended by a friend. 68% of people said that they would try a new online casino if it was ‘highly recommended’ by other players.
So in summary, customer service and trust is what players want. The question is will the big casinos listen?
Jon Hingston is the Customer Satisfaction Manager for Casino Genie ( [http://www.casinogenie.co.uk] ), an independent [http://www.casinogenie.co.uk] online casino review site. Genie has reviewed over 600 online casinos. In addition, over 5,000 online gamblers have reviewed and ranked those casinos by 7 criteria to provide the world’s largest independent online casino review service.
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