Customer acquisition and retention: challenges consumers face

Episode two of the Betting Hero Consumer Insight Series is out. In this episode, we explore common consumer frustrations which can result in poor customer satisfaction and loyalty across sportsbooks in North America. The industry's most active and valuable bettors experience high volumes of issues that prevent them from registering for, funding on, or betting with their preferred sportsbook.

A recent consumer study analysed the day-to-day behaviour of 720 sports bettors. It found that consumers would cite a variety of frustrations that impact their decision-making process about which sportsbooks to use on a daily basis.

720 people registered for 3.5 accounts each. 32% bet on sports at least once a day. Most people would leave their current sportsbook app. 50% of the same cohort still actively use two or more of their sportsbooks. 64% have registered 3 or 3 accounts or 5+ apps. The majority of these people are not interested in bonus hunting. They prefer to spread their play across more than one operator platform. For example, a bettor that primarily uses FanDuel app because of its user interface may choose to bet with BetMGM for access to preferred promotions.

Jai Maw co-founded Betting Hero in 2018. Betters Hero delivered more than 300,000 new depositing customers to strategic partners since inception. In November 2021, Betts Hero merged with American Affiliate and was acquired by FansUnite Inc. Betted Hero helps sportsbook operators achieve their most critical goals across customer acquisition, customer retention, and customer development.

Hero is the No. 1 live activation company in sports betting and igaming. It has delivered more than 300,000 new depositing customers to its strategic partners since inception.