32Red tops etruvian's casino customer service quality audit
Microgaming-powered operator tops chart with score of 8.8 out of 10 " Betfair props up rankings with 5.1
32Red has topped etruvian’s first customer service quality audit for online casinos, beating the likes of William Hill, Paddy Power and Betsson to first place.
The audit examined 16 online casinos using a ‘mystery shopper’ approach with operators scored using a number of metrics including email response times, product knowledge, personalisation, friendliness, escalations, accessibility and readiness to ‘go the extra mile’ to aid customers.
The consultancy carried out a similar survey for poker sites in November last year, with PokerStars ranked top of the 20 sites surveyed ahead of a number of companies offering poker as part of a wider product suite.
32Red was ranked top with a score of 8.8 out of 10, followed by InterCasino on 8.2 and Betsson with 8.1.
Unlike the previous survey, multi-vertical operators did not fall too far behind casino-focused operators, with Bet365 and bwin.party ranked fourth and fifth respectively, beating the likes of Mr Green (seventh) and 888casino (thirteenth).
Betfair was ranked as offering the poorest customer service of the sixteen audited with a score of just 5.1, while William Hill scored 6.1.
32Red CEO Ed Ware (pictured) said that his firm, which announced a 44.5% year-on-year increase in active players in full-year results for 2012, puts customer service “at the very heart” of all its activites.
“We focus all our attention on ensuring that we deliver a ‘second-to-none’ player experience and we will continue to invest in this area to maintain our market leading proposition,” Ware said.