SOFTSWISS, a leading tech provider with over 15 years of experience in iGaming, reveals key takeaways from a recent customer survey conducted by Kantar. The findings highlight the essential features operators prioritise when selecting casino platform software and game hubs.

Lately, SOFTSWISS has shared the needs and expectations of iGaming operators when choosing a software supplier, revealed during a customer survey conducted in November 2024 by Kantar, the world’s leading analytics agency. Digging deeper into the survey results, SOFTSWISS shares specific characteristics vital for particular products.

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Importance of Game Performance for Game Hubs

Operators have specific requirements for game hubs. The top 5 most important of them are: 

• Uninterrupted game performance 
• Timely response, and fast resolution of technical issues 
• Regular expansion of game offerings and providers 
• Integration support and ongoing assistance with the API 
• A broad portfolio of providers and games 

The characteristics above are vital for around 90% of iGaming operators participating in the customer survey. The rankings within the top five have shifted, with some characteristics gaining greater importance among respondents compared to the 2023 survey. For example, now, a broad portfolio of providers and games is essential for 89% of respondents, while only 73% pointed it out in 2023.

A fairly high level of satisfaction with the vital characteristics resulted in an overall satisfaction score of 8.1 out of 10 for the SOFTSWISS Game Aggregator. Half of the respondents rated the product 10 or 9. The satisfaction with the customer support service was even higher – 8.4 out of 10. Over half of the respondents indicated that they would recommend the SOFTSWISS Game Aggregator.

Casino Platform Flexibility in Focus

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According to the iGaming operators, the top 5 vital characteristics of casino platform software are:

• Flexibility of back office settings 
• Casino infrastructure monitoring and fault tolerance 
• Marketing and statistical reports 
• Flexible CRM configuration system 
• Support of various payment systems 

All the parameters above are crucial for more than 80% of respondents, highlighting the importance of flexibility, customisation, and variety. Generally, a customised approach is important not only for casino platform providers but also for a broader audience. It is essential for payment systems, affiliate marketing, gamification, and other aspects of iGaming and entertainment.

iGaming operators highly evaluated the strong characteristics of SOFTSWISS, such as its 24/7 availability and functionality, the ability to create new opportunities for business revenue growth, efficiency and transparency in the process of resolving technical issues, and flexible approach to collaboration terms.

The survey revealed an overall satisfaction index of 7.4 out of 10 for the SOFTSWISS Casino Platform. At the same time, the overall satisfaction with the customer support services was higher – 7.8 out of 10, marking an increase of 0.5 points compared to the 2022 survey results. 

Vitali Matsukevich, Chief Operating Officer at SOFTSWISS, summarises: “Creating outstanding products begins with a deep understanding of clients’ needs. The survey highlights the growing demand for flexibility and innovation in iGaming solutions. Operators prioritise comprehensive platforms that support seamless operations, offer robust customisation, and drive business growth. With its focus on top-notch solutions and a collaborative approach, SOFTSWISS solidifies its role as a trusted partner, empowering operators to navigate and excel in the highly competitive industry.”

The SOFTSWISS team is ready to discuss recent iGaming trends and collaboration opportunities at the prime iGaming event of 2025, ICE Barcelona on 20–22 January. Partners and customers can book a meeting at stand 2G42 via the link.

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About SOFTSWISS

SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 23,500 casino games, the Affilka Affiliate Platform, the Sportsbook Software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.