Empower sweepstakes casino software development with customer feedback
demo demo • Last updated on 29 January 2025

While many moving parts impact the progress of sweepstakes casino software development – both for new and existing titles – one key component is customer satisfaction. But how do you gauge customer satisfaction? How do you determine what the players want?
It’s all rather simple – you ask them.
Software development in sweepstakes casinos has always been heavily tied to customer feedback.
Considering the fact that global casinos & online gambling businesses have experienced a growth of over 3.6% in 2024 alone, the competition has never been fiercer, and the need to gather and properly apply customer feedback has never been greater.
The power of customer feedback
Properly collected and analyzed customer feedback provides a gold mine of information for any business, especially for one in such a competitive environment as the sweepstakes casino industry.
With direct feedback, a sweepstakes casino can quickly learn all about:
- Customer wants
- Customer needs
- Most common issues and pain points
- Game preferences
- Feature/theme appeal
Armed with this information, software developers in sweepstakes casinos can ensure that all new releases and updates meet player expectations and deliver an outstanding experience. Instead of going through the trial and error process that could cost the sweepstakes casinos their most loyal players, developers can release solutions they know will resonate with the broader community.
Top ways to collect feedback
Sweepstakes casinos can take many different approaches to collecting player feedback. All of them can be roughly categorized into two methods:
- Direct feedback
- Indirect feedback
Direct feedback is the most common approach – and usually the one you think of when you imagine collecting customer feedback. As the name suggests, it involves directly asking players for their input.
Some of the collection methods that fall into this category include:
- Surveys
- Questionnaires
- Emails
- Interviews
- Focus groups
As a general rule of thumb, direct feedback focuses on collecting quantitative data. Surveys, for example, often include yes/no questions, questionnaires typically come with a ranking scale that requires players to answer using a number from 1 to 10, and emails have multiple-choice questions.
Occasionally, some casinos will include an open-ended question at the end of their survey/questionnaire/email/etc. that lets the player add relevant comments.
This approach enables sweepstakes casinos to collect precisely the information they need and analyze it without issues. It’s fast and effective but doesn’t let the players freely voice their opinions.
An arguably more insightful approach is indirect feedback. Indirect feedback doesn’t involve the casino explicitly asking players for their input. Instead, it consists of the casino collecting mostly qualitative data based on independent player behaviors.
Indirect feedback can be collected through methods such as:
- Online reviews
- Social media comments
- Referrals
- Customer support interactions
Additionally, you could gauge customer sentiment in an indirect approach by analyzing their site visit patterns, for instance, playtime, and more.
This way of collecting customer feedback generally provides much more useful information as players can state/show precisely what’s on their minds, express their unique concerns, highlight specific features they enjoy, and more. Since there’s no questionnaire to guide them, they can express themselves more freely and provide honest opinions.
The problem with indirect feedback is that it’s difficult and time-consuming to go through it and analyze it. However, the wealth of information collected can be indispensable for software developers in sweepstakes casinos.
Incorporating customer feedback into sweepstakes casino software development
It’s one thing collecting customer feedback and quite another incorporating it into sweepstakes casino software development. To ensure it’s done right, casinos and developers must stay agile and develop comprehensive tactics and strategies for success.
Identify actionable feedback
While all feedback is useful, not all of it is practical or actionable. It’s essential to identify feedback that can reasonably be incorporated into the software development project without pushing its deadline or causing it to go over the budget.
Align feedback with development goals and objectives
Feedback should be used to improve a software development project. It should not be used to turn it on its head and force developers to start entirely from scratch.
You must align feedback with the current development goals and objectives to avoid the latter.
For instance, if the players ask for a slot game with a fantasy theme and a casino already wanted to create a new one, incorporating their preferred theme wouldn’t be too much hassle as it would still meet the casino’s overall goals and objectives.
If the casino just wanted a new slot game and players were asking for a brand new payment method – that probably wouldn’t align with the casino’s goals, and the feedback would be put on hold.
Prioritize proper feedback interpretation
Interpreting feedback could prove to be challenging. Developers could encounter issues with confirmation bias, for instance, or even conflicting customer feedback.
In both these instances, the key to correctly interpreting and incorporating player feedback is staying objective, aligning the feedback with the overall sweepstakes casino goals, and continually assessing player sentiment.
Track and measure performance
Collecting and incorporating customer feedback in sweepstakes casino development processes isn’t a one-and-done thing. It requires continual effort. Casinos and developers need to closely monitor how the changes made based on player feedback impact the overall user experience and what elements can be further improved with or without additional feedback.
The benefits of feedback-driven development
While it takes a lot of hard work to collect and integrate customer feedback into the development process, the benefits this brings can prove to be well worth it:
- Improved player satisfaction – incorporating customer feedback into software development for sweepstakes casinos can significantly impact player satisfaction. After all, casinos that use feedback to address player wants, needs, pain points, and more are much more attractive and improve the overall user experience;
- Increased loyalty – acting on customer feedback makes players feel heard and valued, which, in turn, makes them perceive a sweepstakes casino as more trustworthy and reliable;
- Improved competitiveness – relying on customer feedback in software development enables sweepstakes casinos to identify what their competitors are missing and highlight these elements to attract and retain more players;
- Enhanced marketing – by identifying what players want, what they struggle with, and more, sweepstakes casinos can develop more effective marketing campaigns that address player concerns and highlight the biggest selling points;
- Greater compliance – although it’s always up to the sweepstakes casino to closely monitor every minute aspect of its platform to ensure regulatory compliance, customer feedback can help warn about bugs or glitches before they get out of hand and affect compliance.
All things considered, relying on customer feedback benefits both the sweepstakes casino and the players. Though not all feedback is practical or actionable, it can still be useful for everyone involved.
Feedback integration success stories
Most top-ranked sweepstakes casinos rely heavily on customer feedback when publishing updates or introducing new casino games to their repertoires. Some of the casinos that frequently collect customer feedback include:
As a general rule of thumb, you can easily discern which sweepstakes casinos appreciate customer feedback and which don’t. Those that do will have highly responsive customer support teams, detailed FAQ pages, and an overall intuitive interface with a platform that’s easy for the user to navigate.
Customer feedback and game development – things to come
Sweepstakes casinos and their game developers have always been focused on assessing player wants and needs and creating environments that meet all their expectations. In the coming years, we’re set to see more and more casinos place a stronger emphasis on collecting and integrating customer feedback into their software development.
Some trends to expect include:
- Incorporating AI – AI can efficiently collect and analyze both quantitative and qualitative data from customer feedback. So, it’s expected that more sweepstakes casinos will start incorporating new tech for feedback collection and analysis;
- TTS and STT – text-to-speech (TTS) and speech-to-text (STT) will be more commonly used for feedback collection as they offer more convenience for both sweepstakes casinos and players;
- Focusing on qualitative data – though both quantitative and qualitative data are essential, there will be a heightened focus on the latter. Qualitative data offers better insights and can be more valuable for software development.
These are just the major trends expected to impact sweepstakes casinos and software developers who are relying on customer feedback. Only time can tell how quickly casinos will get on board with these trends.
The bottom line
Without considering customer feedback, all software development in the sweepstakes casino industry would be nothing more than a shot in the dark. Only detailed customer feedback can provide the necessary information about what players need to enjoy their experience and become loyal customers in their sweepstakes casino of choice.
Sources
- Kearl, M. (2023, Mar 29). Types of Customer Feedback: Direct & Indirect Feedback Signals to Understand Customers. Medallia.
- Understanding the Voice of the Customer: A guide to interpreting feedback correctly. SimpleSat.