ONLINE CASINO CHURN: HOW TO CALCULATE LOSSES 2021
It has been proven that timely calculation of customer churn will not only minimize the loss rate, but also significantly increase the “life” of the players. In this article, we will look at the methods of calculating the Churn rate in online casinos and methods for retaining reactivated users.
What is player churn?
Churn of players is the loss of online casino customers due to the absence on their part of any activity on the site for a long period of time.
WHY PLAYERS LEAVE ONLINE CASINO SITE: MAIN REASONS 2020
The task of each gambling resource is to minimize the level of customer churn. Having correctly identified the reasons for customer churn, the company will be able to predict the possible loss in advance. As a rule, the user leaves the online casino only when he loses interest in the products offered by the company. Therefore, the goal of each operator is to maximize the level of interest in the eyes of the players by developing unique solutions and products.
The main reasons for the outflow of gamblers:
Decreased engagement and low website activity. This item includes: reducing the number of support calls, reducing site visits and the amount of time previously spent by the user on the resource.
Bad service. The online casino must provide players with 24/7 support, otherwise complaints may lead to the loss of players.
Competitors are better. The gambling segment is constantly evolving. Each operator tries to offer something new and unique, which other similar companies do not have. In order to avoid losing gamblers, it is necessary to constantly update the range of games.
HOW TO CALCULATE THE PERCENTAGE OF PLAYER CHURCH?
Today, every gambling site faces the problem of losing gambling users. However, thanks to the implementation of existing methods and CRM strategies, it is possible not only to maintain the existing customer base, but also to significantly reduce the percentage of losses. You can calculate the churn rate using the formula:
Churn rate = number of players who left for a certain period of time ÷ number of players at the beginning of the period
For example, if at the beginning of the month the total number of online casino players was 2000, and at the end of the month 500 gamblers decided to leave the gambling resource, then the result will be as follows:
500 ÷ 2000 = 0.25% customer churn
Some companies prefer to define the churn of players in the form of the monetary equivalent of the profit that they could receive if they were active. Then the formula for calculating the client's loss will look like this:
Number of people who left · Average check · Number of payments of players for a certain time = Monetary loss from the churn of players
For example, if 500 gambling users left the gambling resource in the last month, the average check size is 5,000 dollars, and the number of payments made is 8, then the damage from the loss of players in monetary terms is:
500 people 5,000 dollars 8 payments = 20,000,000 dollars
Statistics show that if a gambling company increases the retention rate of attracted clients by at least 5%, then its profits will increase by 100%. It's worth noting that many marketers believe that churn rate reduction should be a top priority for any company, regardless of its direction.
HOW TO PREVENT CHAMBER OF PLAYERS FROM ONLINE CASINO: OPERATING TECHNIQUES
Determine the reason
To prevent customer loss, the operator needs to understand in advance what may be the main reason for this. Polling and communication with customers will determine what it lacks compulsive users on gambling resource that you can add, change or improve.
Large assortment of games
In the case of online casinos, players are only interested in one thing - gambling . Therefore, a gambling resource should have a wide range of games from well-known software developers, constantly supplementing and updating it. This step helps to reduce the number of gamblers who have left.
Determine your main feature
Determine what is the value of your product for Internet users, what "chip" your casino has. Proactivity is the key to success
Do not wait for the player to come up with a problem, you need to find a solution before it appears. Provide answers to questions of interest to customers even before they have time to ask them. Communication with players, warning about current updates, functions, news and products will arouse interest among users.
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