UK gambling sites 'improve customer service'
15th January, 2008
Online casino and poker websites have made significant strides towards improving their customer service relations, a new study has found.
Independent research company Talisma looked at 100 of the top UK casino and poker websites, assessing them against a range of customer service criteria including responsiveness, accuracy and development of interactive channels.
It found that the number of emails being replied to rose from 60 per cent in 2006 to 74 per cent last year, while answer times for telephone enquiries and availability of online chat had also both improved.
With regard to the accuracy of information, a categorical 100 per cent of online enquiries and 98 per cent of telephone enquiries were entirely free of mistakes.
The only negative points to be flagged up were that many sites are struggling to integrate their various communication channels into an easily navigable portal, and that customer service agents are still lagging behind in personalising their responses.
"While it is encouraging that the UK online gambling sector has significantly improved customer service in 2007 there is still huge scope for improvement," concluded Jon McNerney, vice president of international operations for Talisma.
