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93% satisfied with Softswiss game aggregator

| By Rochelle Piggot
Client satisfaction with the Softswiss game aggregator consistently rises from year to year. This conclusion is based on the results of the in-depth client research conducted by Kantar, a world-renowned data analysis and consulting agency, for igaming software supplier Softswiss.

The survey’s main objectives were to discover the most important indicators for operators in choosing a game aggregation platform supplier, and to measure the client satisfaction level of the Softswiss flagship product, the game aggregator. This marked the second wave of the research, following the previous survey conducted in 2022.

According to the survey, 93% of current clients are satisfied with the Softswiss game aggregator, with 53% of the respondents giving highly positive feedback, rating it between 9 and 10 points. This remarkable achievement exceeds the previous year’s findings, where the highest ratings were provided by 37% of the respondents.

The satisfaction level assessment encompassed various factors, including the indicators highlighted by respondents as the most important functional characteristics of the Softswiss game aggregator: the speed of response to unscheduled maintenance requests and stable access to games. Notably, they scored the highest level of client satisfaction.

Tatyana Kaminskaya, head of Softswiss game aggregator, comments: “We are happy to receive such positive recognition, witnessing the increasing satisfaction and noting the areas for further growth. This difference in the share of completely satisfied clients in 2022 and 2023 proves that we know how to handle feedback well. We have considered the results of the last year’s survey, worked on clients’ requests and succeeded in providing the top level service to bring our clients’ business to a new stage.”

While the survey results and rising client satisfaction are important indicators, they are not the sole confirmation of the product’s progress and the team’s dedication to work for the clients’ business success. The product has recently achieved a significant breakthrough: the total bets across all projects exceeded €10bn in July. This milestone serves to reinforce further the game aggregator’s leading position in the global igaming market.

The researchers believe that the degree of service excellence and the team’s commitment to refining the client experience has significantly driven client satisfaction growth. The support service operates 24/7, with an average initial response time of one hour and resolution of issues typically within 15 hours.

Service: Softswiss and the igaming market

Aiming to establish itself as a reliable long-term partner associated with high-quality services and safety, Softswiss provides comprehensive support to its clients. Analysing the level of service satisfaction, the researchers concluded that Softswiss not only outperforms its competitors in this aspect, but also exceeded the previous year’s level – 8.6 of 10 points in 2023 against 7.9 points in 2022.

Summing up the research results, Andrey Starovoitov, co-CEO at Softswiss, notes: “We are very focused on our clients, analysing their demands and pain points. Understanding our clients is key to developing innovative products, improving service and building long-term, reliable partnerships. Research results like this are another step towards strengthening our ecosystem of solutions and products and, consequently, our clients’ competitiveness and revenue.

“We are pleased that the latest results show high satisfaction with our flagship product, the Softswiss game aggregator and our service. We have raised the bar significantly and are determined to consistently push the boundaries of work standards in the igaming industry.”