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-Key criteria for the success of an iGaming partner – SOFTSWISS shares the results of a customer satisfaction survey.

GZIRA, Malta, Dec. 21, 2022 /PRNewswire/ — Transparent cooperation, superior service level, fast communication and a wide variety of games are the most important features when choosing an iGaming provider in 2022. These are the conclusions drawn from an in-depth customer study conducted for SOFTSWISS, a leading innovative technology company in the iGaming industry.

The survey was conducted from July to October 2022 by marketing research leader Kantar Ukraine on behalf of SOFTSWISS to gain deeper insight into the iGaming industry, find out the most significant criteria for choosing a casino platform provider, and measure the level of customer satisfaction with the SOFTSWISS Casino Platform compared to competing products.


In 2022, the most important characteristics of an iGaming partner are the following:

“The provider is really your financial partner today” has moved up the list of importance. This time, 93% of operators voted in favor of the importance of this criterion, compared to 63% in 2021.

Regarding the aspects of personal treatment that influence the decision-making process, SOFTSWISS clients highlighted:

The lowest priority is given to attributes such as the status of a leader in iGaming, the positive effect of cooperation on the operator’s image, and the provider’s influence on the development of the gaming and entertainment industry.

According to studies, one in two customers have been working with SOFTSWISS for more than three years, and the company is often described as a long-term partner with experience in the leisure industry and in-depth knowledge of the market.

Vitali Matsukevich, COO of SOFTSWISS, commented on the survey results: “The shift in operator preferences towards flexibility in cooperation, business profitability and high-quality communication demonstrates that a software offering of High-end is not enough to be the #1 iGaming provider.Operators are demanding more direct engagement and strategic partnership interaction.In 2023, we will continue to give our customers the trust, security and reliability they need to grow their business. “


Among the crucial features of an online casino platform – the core product for launching an iGaming project – respondents noted:

The “Payment System Management” and “Supported Currencies” criteria continued to be just as important to operators this year.

Respondents gave more importance to financial information and licensing, mainly due to the increasing number of regulated markets. As this trend is expected to become even more pronounced in the future, licensing will also continue to gain weight as it brings significant competitive advantages for operators in the sector.


When evaluating their satisfaction with the SOFTSWISS Casino Platform, operators highlighted its technical and functional advantages. 86% of those surveyed gave a positive assessment of between 7 and 10 points, while 14% of the operators stayed below 7. In total, the platform obtained 7.6 points out of 10, that is, 0, 2 points above the 2021 result.

Clients choose the SOFTSWISS casino platform for its extensive list of supported game providers, licenses and currencies. In addition, respondents highlighted the easy and fast communication with SOFTSWISS business account managers.

Analyzing the results of the survey, Darya Avtukhovich, Head of the SOFTSWISS Casino Platform, summarized: “To date, the team behind the SOFTSWISS Casino Platform has launched almost 400 successful projects, making this product the most largest and most significant in the company’s portfolio. Since 2021, the number of highly satisfied operators has increased. It is a strong impetus for the team to develop new revolutionary product updates and raise the level of satisfaction to new heights.”

Talking about the level of service support, SOFTSWISS has outperformed its competitors by 1.6 points on a 10-point scale, which is 0.4 points more than in 2021.


Clients’ priorities when choosing a business partner and casino platform products are changing following general industry and business trends. Much more importance is now placed on fast and trust-based communication, flexibility in partnership and an unwavering commitment to the highest level of service. In terms of product expectations, operators are looking for diversity in game portfolios, gamification tools and features, availability of various payment systems, and in-depth analysis of finances and customer behavior.

“In order to strengthen the position of the SOFTSWISS brand as a leading iGaming technology company, we need to anticipate future market needs. Customer surveys are the basis for achieving this goal. We are proud to have met our customers’ expectations this year and to have increased their level of satisfaction. Carrying out comprehensive market research is becoming our annual tradition, and we will continue to share our industry knowledge with the market in the future” commented Valentina Bagniya, Head of Marketing at SOFTSWISS.


SOFTSWISS is an international iGaming company that provides certified software solutions for managing gaming operations. SOFTSWISS is the holder of several gaming licenses and offers comprehensive iGaming software solutions. In 2013, SOFTSWISS was the first company in the world to introduce a bitcoin-optimized online casino solution.

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