Industry Trust Score Sits at 47.9%, New UKGC Report Says

The United Kingdom Gambling Commission (UKGC) and Yonder Consulting have carried out new research on the levels of consumer trust in the industry. It aims to measure the overall confidence, explore its drivers, as well as reveal how the results vary in different age groups. The questionnaire gathered the opinions of 20,000+ UK residents aged 18 years old and higher.

Key Takeaways

• The overall industry credibility rate is 47.9 out of 100.
• The younger age groups of 18-24 years old tend to have less trust (43.6) than those over 75 years old (51.7).
• The fans of casino games and fruit slots have a higher confidence index than lottery players.
• Around 70% of punters disagree that gaming products are fair.

Where Operators Win and Where They Lose

Understanding the agreement levels at exact spots of the consumer journey is crucial. With this information, the regulator can define what builds the general 47.9 credibility score. The questionnaire contained a vast array of questions regarding game fairness, bonus policies, and protection measures. Below are the areas that show the highest rate of approval:

• Smooth and easy withdrawals
• Regulatory accountability
• Effective checks (KYC, payment verification)

At the same time, 70% of punters don’t believe that slot machines are free of errors and fair. The report shows that 72% can’t agree that promotions don’t cause excessive activity. The statement about the integrity in iGaming collected 63% of objectors.

Key Drivers of Consumer Trust

The overall credibility score and agreement levels depend on multiple factors. With this research, the Gambling Commission has identified what aspects people pay attention to when considering whether the operator is trustworthy:

• Regulation and accountability
• Safety and player protection
• Fairness and transparency
• Gaming promotions and incentives
• Assistance and customer care

This section of the research is the most valuable for regulators. It breaks down the consumers’ assurance regarding each of the aspects. Drivers consider the age group and the past gaming activity, thus providing irreplaceable insights.

Trust is Not Uniform

The study showed that the industry credibility rate is flexible and depends on a number of factors: demographics, preferred activity, the aspect of experience, etc. The 47.9% confidence rate shows that there’s a lot of work to make the UK iGaming market more reliable and credible.