If you think about it, this shouldn’t come as a surprise to anyone as the very nature of the internet is speed and convenience. So why are so many online gamblers so dissatisfied with their casino of choice?
Jon Hingston, Customer Satisfaction Manager at Casino Genie, says, “We recently surveyed 2,500 online gamblers and the result were startling. All nearly 78% of those asked said that they would change casinos immediately for a more realistic player experience, irrespective of bonuses accrued or how long they had played there. We think that this should worry all online casinos. There are several new products ready to launch to market this year which will change the way players interact with online casinos. Companies like Crunchy Frog are introducing 3-D gaming experiences similar to that which the thumb nation (youth market) experience in their gaming.”
So why is player experience the way forward? Hingston says, “Currently online gamblers play several games at once to maximise their online experience which is great for casinos and is a good adrenaline rush for the player. However, once the adrenaline rush is over and the computer is switched off the player feels ‘used’. They have, more often than not, spent more money than they intended to and have ‘slightly negative feelings’ towards that online casino.”‘ He goes on to explain that the innovators in this sector will try to bring more realism to the whole player experience and slow the game down.
Slow the game down? Won’t that reduce the casinos profit? “The truth is that online casinos”, say Hingston, “will have more loyal customers this way. Sure customers will spend more slowly, but the richness of the experience will mean more to them and engender a longer more loyal customer base. It is worth pointing out that obviously some players may decide that 3-D gaming is not for them and return to their previous tried and tested casino. So 3-D operator need to offer a 2-D version too.
So it is clear that, as with all sectors before it, customers are starting to shape the online gambling sector. The customer is King. But this year only those companies who understand that and do something about it will benefit.
And our advice to online gamblers is to look around and don’t be satisfied with average. There is a world of options coming to market this year which could just change the way you feel about online casinos.
