Trust is one of mans key decision making criteria when meeting new people for the first time. I am talking about think about it. If you want to buy a house, purchase a new computer or even slot decide where to take your partner for lunch for that special occasion, what do you do? You ask someone for their advice. In the case of house you’ll ask lots of people from a range or agents or agents to friends and family. And of course you are directly to. It’s a big pay out. It also affects your life experience. If you pick the wrong house you’ll be reminded every time you walk up to top door.
Think about those more personal experiences like dinner with your partner? Get the wrong advice and consequently pick the wrong type of restaurant for a birthday or loved-one’s birthday and you’ll have just wasted your money. No romantic end to the evening for you.
Casino Genie, independent online casino aggregator, recently published a survey which had some quite surprising results. The bottom line is that Online Casinos are losing thousands of customers every day.
Jon Hingston, Customer care Manager at Casino Genie, says, “Our survey of 2, 500 online bettors from over 100 Online Casinos ensures that players want a more personal service. And one the key criteria of these personalized service is trust. Players want credibility 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 stick with a casino 5 times longer when customer service meets their requirement. So given this information what we now need to understand is how you can help casinos deliver this and fun experience too. inch.
So just why does trust matter so much. We talking about solidified bettors who just want to win money right? No. Hingston tell us, “The majority of players are new to playing. And there is huge community of people who are put off by the intricacy 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 foundations of baseball or English cricket without joking at you. Then you can both enjoy the game more. inch
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 one casino. Over 62% played at four or more casinos.
Interestingly of those players who was simply playing for more than 12 months, there was still plenty of players playing at four casinos or more, 48%. Alarmingly for Online Casinos 78% of these specified poor customer service as a reason for their fickleness. Only 4% of players had found site which 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’. Enables you to think doesn’t it. Why isn’t my casino like that?
Not one of those 100 bettors played at a ‘Top 20’ casino. Small casinos are acting better, replying quicker and playing the boutique game to try and compete in this sector. And its starting to have an effect.
So let’s return to the trust issue. Another figure that came out of the survey. 82% of men and women asked said they would try a new online casino if recommended by a friend. 68% of men and women said that they would try a new online casino if it was ‘highly recommended’ by other players.