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Loyalty Optimizer for Lottery & Gaming

In the fiercely competitive gambling or gaming for money industry, customers have a variety of options when they decide to visit a gambling facility or site, ranging from the type of wagering offer presented to where it is accessed such as in-state, out-of-state, destinations like Las Vegas or Atlantic City, or Internet gaming. Never before has it been so important for gaming agencies to build and maintain visitor loyalty.

Ipsos Gaming for Money Loyalty Optimizer is a customized research solution built on the combined expertise of Ipsos' Lottery and Gaming practice and our Loyalty division. This specialized loyalty research approach helps businesses:

• Retain their best customers
• Target new customers with the highest potential value
• Maximize return on investment (ROI)

Why Measure Loyalty and not Customer Satisfaction?

Many organizations get hung up on customer satisfaction; however, satisfaction is only one of many building blocks for loyalty.

Ipsos Gaming for Money Loyalty Optimizer measures the contribution of all aspects of loyalty. We look at all of the controllable factors: brand, offer, experience, relationship, and price, to help you understand how each of these influence both loyalty and disloyalty.

How Does it Work?

Ipsos’ team of Lottery and Gaming researchers use key attitudinal and behavioral measures to give each customer a loyalty score. This can be compared to key competitors and across segments, or allocated to your customer database. By comparing loyalty to customer value (how much they spend at your facility or site), we can tell you just how secure your customer base really is.

Not all Customers are Equal

By analyzing customers on two core components – loyalty and value–we segment your customers four ways. Are they of high value or low value? Are they loyal or not?

Identify Strategies to Move Customers to Desirable Segments

Ipsos Gaming for Money Loyalty OptimizerSM models which building blocks – including familiarity, satisfaction, and differentiation – gaming agencies should focus on to optimize customer value and build customer loyalty.

In addition, Ipsos Gaming for Money Loyalty Optimizer connects with your customer satisfaction and other strategic studies and data sources, drilling down to provide diagnostics for action plans that focus on both a marketing and an operations perspective. It also provides the means to link your survey and CRM database through the loyalty segments.

Furthermore, it's flexible. Ipsos works with you to determine the best approach for you, whether it is a single stand-alone research module to fix a particular problem or a combination of modules to gain a broad perspective of loyalty and a strategic plan for addressing a range of issues.

Ipsos' dedicated team of research experts will integrate the survey program into your company’s improvement process, giving you realistic and achievable action plans. And because Ipsos Gaming for Money Loyalty Optimizer has been designed for online delivery, we can make the results available to clients anytime and anywhere through secure extranets.