SOFTSWISS ranked highest for security, reliability and growth potential in Kantar iGaming study

iGaming solutions provider SOFTSWISS has shared first takeaways from a Kantar-led qualitative study conducted at iGB L!VE London, showing that security, reliability, and revenue-growth potential are the most influential criteria when selecting iGaming software partners. The findings also place SOFTSWISS first by Net Promoter Score (NPS), a benchmark for client loyalty and advocacy.

Designed as an event-based, face-to-face qualitative survey, the Kantar study explored how operators, game providers, and iGaming tech companies make procurement and partnership decisions.

Across the total sample, respondents most frequently ranked safety and security of operations as the number-one driver, followed by a reliable partner with a strong market reputation and the ability to open up new revenue opportunities.

Close behind were stable, low-downtime infrastructure and a high level of client service, signalling that risk mitigation and dependable delivery are the baseline for partnership decisions, with growth enablement expected rather than optional.

The study revealed a clear divide in priorities between final decision-makers and decision influencers. Influencers place comparatively more weight on the “everyday assurances” of an iGaming platform, like: 

1. Security 
2. Client service 
3. Optimised service infrastructure 

Final decision-makers look further out, prioritising: 

1. Stable infrastructure with minimal downtime 
2. Clear business-growth levers 
3. A reliable partner with a strong market reputation 

For vendors, the takeaway is to address both sides: demonstrate service excellence to operational stakeholders and prove resilience, scalability, and go-live readiness to executive sponsors.

Olga Resiga, Chief Business Development Officer at SOFTSWISS, said: “Security and reliability are now the non-negotiables of iGaming procurement. What Kantar’s work highlights is the two-lens buying logic: operational teams evaluate partners on day-to-day assurance – robust security, responsive support, and efficient infrastructure – while final decision-makers judge long-term resilience, Tier-1 launch readiness, and the capacity to unlock new revenues."

"Our roadmap is built for both: verifiable security and service benchmarks today, coupled with proven high-load performance and compliance for tomorrow’s growth,” Resiga added.

Net Promoter Score, calculated as the share of promoters minus detractors, is a widely used indicator of client loyalty. SOFTSWISS achieved the highest NPS in the evaluated set, the company said.

In open responses, clients most often described SOFTSWISS as a “reputable company” and “most reliable”, repeatedly citing “reliability” as the key reason for high ratings. Beyond NPS, SOFTSWISS was most frequently associated with a broad range of strengths: safety and security, a reliable partner with strong market standing, stable and low-downtime tech infrastructure, and a high level of client service.

The findings come as SOFTSWISS continues to share its expertise with industry stakeholders. Recent resources include the Sportsbook Online Calculator and the iGaming in LatAm Report, both available on the SOFTSWISS website.