Conducted Jan-Feb 2022

SOFTSWISS: 90% of Game Aggregator clients satisfied with products, customer survey finds

Reading time 2:44 min

SOFTSWISS announced Wednesday results for its Game Aggregator Client Satisfaction Survey, conducted in January-February of 2022 by insights and consulting company Kantar Ukraine. According to the iGaming expert and software provider, results of the survey showed that 90% of clients of Game Aggregator -one of the most demanded offerings in the company's portfolio- are satisfied with the products they use from SOFTSWISS.

Additionally, the survey shows clients value the company’s prompt and quality communication, its variety of games, its flexible terms of service and its easy integration process.

“These characteristics are in line with what SOFTSWISS aims to deliver to clients. This convergence allows us to say that SOFTSWISS meets the key expectations of industry players," the company said.

"The status of the company as a reliable partner is also confirmed by the fact that customers use several products at the same time," added SOFTSWISS. "Along with the Game Aggregator, SOFTSWISS partners most often purchase the affiliate management platform Affilka. 55% of SOFTSWISS Game Aggregator clients have integrated the affiliate tracking software and are highly satisfied with it."

The main objectives of the research were to get first-hand information on client expectations when choosing the iGaming software provider, discover product and workflow characteristics that are the most significant for partners, and disclose the level of satisfaction with SOFTSWISS solutions and services compared to competitor products. 

According to the research, the crucial functional reasons for choosing a business partner in the iGaming industry lay in a wide array of games, flexibility in discussing terms of service, and quick response and resolution of issues. 

SOFTSWISS partners also highlighted the top 3 most important functional characteristics of the game aggregator, which are stable access to games, fast response to unscheduled malfunctions, and experienced integration support and further support from the game aggregation team. Clients also noted that they received “timely communication about the changes in the API” and were promptly notified about new “API technical opportunities."

In an official press release, Tatyana Kaminskaya, Head of SOFTSWISS Game Aggregator, spoke about the survey and said: “Such research is very helpful for understanding in which direction to move further to improve our performance. We are pleased to see that our partners highly appreciate our work."

"This inspires us to make the Game Aggregator even better," Kaminskaya added. "We strive to be a reliable partner for our clients and provide them with quality service." 

As reported in the research, the overall satisfaction index of the SOFTSWISS Game Aggregator is 8.2, which is “an excellent result”, according to the company. “Such a high level of client satisfaction demonstrates SOFTSWISS’ focus on meeting client needs and providing top service that is efficient and appreciated by partners”, a press release states. 

The SOFTSWISS Game Aggregator received a high score for each of the crucial characteristics which were pointed out by the industry players in terms of choosing this kind of product, where stable access to games, notifications, responses and integration support were evaluated. 

Meanwhile, results related to the level of service support show that client service is higher than that of competitors, which SOFTSWISS sees as "an essential achievement for the team." The most outstanding advantages of the SOFTSWISS client support were determined to be the high speed of request responses and a convenient helpdesk service.

Valentina Bagniya, Chief Marketing Officer at SOFTSWISS, added: “Ongoing work with clients and studying their needs is one of the most important tasks that the marketing department sets. Understanding the customer allows us to create innovative products, as well as to adapt and develop customer service to the highest level."

"Of course, we are glad that the results of this study give us not only valuable insights but also shows high satisfaction with both our products and service," Bagniya added. "More and more factors indicate that SOFTSWISS work standards are becoming the benchmark in the industry."

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