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24 May 21 17:51
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Date Joined: 22 May 02
| Topic/replies: 14,203 | Blogger: Betfair Customer Services's blog
Hi Betfair Community Forum Members,

The Betfair Leadership team will be holding an open evening on Monday 24th May at 7pm-8pm UK time – this will be hosted on the Betfair Forum.

This will be an opportunity for you to ask the leadership team in Betfair anything you’d like to know more about Betfair, questions can be sent to forum@betfair.com - this email address is now open for questions to be sent and will remain open until the end of the forum open evening.

Answers to your questions will be posted throughout the open evening – we look forward to seeing you there.

Thanks,

Betfair
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Replies: 31
By:
Betfair Customer Services
When: 24 May 21 17:52
Good Evening,

We are now live!

Welcome to our May forum Q&A event. We are trying hard to gain more customer insight than ever before at Betfair and as such have restarted this initiative to gain feedback from our forum users. Please send any questions you have through to forum@betfair.com, this email address will be monitored during the time and questions answered by our panel with us this evening. We look forward to your questions and feedback and will get through as many as possible.

Tonight with us you have:
•    Dom Crosthwaite – Interim Betfair CEO
•    Stephen Mault – Betfair Marketing Director
•    Alan Watson – Betfair Product Director
•    Rich Hayward – Betfair Sports Director
•    Francesco Borsetti – Betfair Gaming Director
•    Oli King – Head of Football and Sport
•    Arthur Pitt – Head of Premium
•    Graham Cassel – Managing Director Technology
•    Richard Clarke – Managing Director Customer Operations

Where we have recieved similar questions you will see them grouped to provide one response and get to answer more of your questions.

Thanks
Betfair
By:
Betfair Customer Services
When: 24 May 21 18:02
Q: You show the Jockey Silk colurs for the USA Racing on the Sportsbook, can you provide these for API please? Not having Jockey silks colours makes betting in running even more difficult and it can only help

will you provide jockey silk colours for the French and USA racing for the API , all horse racing that is put in play should have jockey silk colours, how else can people to identify which horse is which ?


A: Thanks for raising. We'll confirm that our supplier agreement allows us to do so and add it to our backlog if so
By:
Betfair Customer Services
When: 24 May 21 18:04
Q: Outages - Any chance of communicating with us via the horse racing Forum when there are issues with the site? There have been a fair few problems in recent weeks and I have not read 1 post as to what the issue was or any reassurance that is has been fixed, what are Betfair doing to prevent outage issues in the future etc.? We could do with some updates when the site goes down.


A: Thanks for raising and totally fair point. Our main focus is obviously to try and prevent these from happening in the first place but we'll look at how we can improve our external communications when there are issues
By:
Betfair Customer Services
When: 24 May 21 18:08
Q: Premium Charge - I'm sure you might get the odd question about the premium charge, but will this ever get reviewed? It's been in place for many years now and some kind of review should take place to make it fairer. People who have been on here 10-20 years will have no possibility of ever generating enough commission to one day not have to play aPC. Also, we were told years ago that PC was to bring on new customers and improved liquidity, It may be working for Football, Tennis, Golf etc. but liquidity for Horse Racing has not improved in years. Is PC serving the purpose it was meant for anymore?

The premium charge (in particular PC2) has turned many people away from using Betfair, including many liquidity providers, there is no point in betting with Betfair when you are having to pay 40%+ commission. Are there any plans to have a rethink on premium charge?


A: Thank you for the comments here, Premium Charge is something that we have under constant review. We have done several trials in the last few years to assess what tweaks could be made to improve the Exchange for our customers and Betfair. To date unfortunately those trials have been unsuccessful in showing how/if we change PC that we can increase liquidity.

PC was created to make sure that those most successful customers were contributing fairly to the ecosystem. As you rightly comment, this then goes towards bringing new customers to the exchange alongside many other exchange initiatives. The tenure piece for customers is one we are reviewing specifically at the moment, I totally empathise that for long standing customers some of the criteria don't work. You may also want to hear that alongside investing in exchange initiatives we have recently increased our resource spent on PC avoiders, again to make sure it is as fair an exchange as possible.
By:
Betfair Customer Services
When: 24 May 21 18:10
Q: Does Betfair allow in-play seeding from affiliates with preferential trading advantages? Like no in-play bet placement delay?



A: Thanks for the question. All customers on the Exchange bet with identical bet delays, matching queues and settlement rules. We promote a level playing field as the USP of our Exchange vs our competitors.
By:
Betfair Customer Services
When: 24 May 21 18:13
Q: Betfair has without a doubt changed my life for the better, in my opinion it is the best way to bet, it offers value and so many different ways to bet. Yet because of the premium charge taking 40% every week I cannot promote it or recommend it to anyone. Why not take a leaf out of companies like Harry's and Gymshark who embrace its customers and get them to promote the business? Invest in people that have a foot in the game to educate a new generation of players. Incentivise long standing customers to bring in new players.



A: Thanks for the comments here, very thought provoking. We have a refer and earn scheme where customers can earn funds against their friends joining but I think what you are eluding to is something bigger. We have worked with successful customers in the past who sell training or educational materials for new customers looking to use the Exchange. This has had varying success but I cite it mainly in that we are up for proposals such as this and will support. How would you see this working? Keen to hear more of your idea if you could send it in?

Thanks!
By:
Betfair Customer Services
When: 24 May 21 18:15
Q: I'm sure you will be getting plenty of questions about Premium Charge and the live video stream from Sky Sports Racing tracks, so I will instead offer this suggestion in relation to In-Running liquidity.

The "Time In Force" optional parameter on your Betting API-NG allows users to place Fill/Kill orders which never appear in the market and, in my opinion, this is a contributing factor towards poor liquidity.

Fill/Kill "0" orders, allow users to take from the market while never offering a price, providing no liquidity as their bet never appears in the market for other users.

If this was removed, users could still instantly send a cancel request once the API has returned a Bet ID, but at least their order would appear in the market for a split second, giving someone the option to match it. I believe that this is how the API worked in previous years before you added the "Time In Force" parameter.



A: Thank you for the very technical question! It's great to see customers engaging with more unique aspects of the Exchange and API. The "fill or kill" functionality allows customers to participate in markets where they would otherwise not play. Whilst the feature may not promote "visible" liquidity, it does encourage increased matched volumes and give customers extra control over their bets as they hit the market. The feature is popular in some situations, but only makes up a small percentage of orders on the Exchange.
By:
Betfair Customer Services
When: 24 May 21 18:18
Q: Would you consider making in-play football markets 'unmanaged' in terms of VAR stoppages?

At the moment, you're both making it impossible to trade out on an uncertain event e.g. a penalty decision being upheld / revoked, and (quite contrary to the site ethos) making it impossible to bet on that uncertain event. Yet in a recent survey, the only plausible option for dealing with VAR stoppages you failed to consider was indicating a review was ongoing but leaving the market open. But this may well be the best and fairest way of dealing with VAR uncertainty--since the best judges / would-be stadium hoverers will make the markets for the casual player.

You need to improve your interface to show that a goal, penalty or red card decision is under review. But you need to improve the interface at the moment--which is terrible, compared to e.g. Bet365. It updates goals appallingly slowly, shows first-half minutes in-play well after the half has ended and has a latency so that it shows the score from matches a bettor was previously looking at.”



A: Thanks for your input - this is a really tricky balancing act for us. Offering some protection via market rules to our customers is important in maintaining liquidity on the Exchange. VAR signals from our feed providers are still in their infancy, and as such it is not always possible for customers to be aware of the game state. If we did not have protection of bets matched post-VAR stoppages, customers would have to offer significantly smaller stakes and wider spreads in all Dangerous Attack situations, and even at other times during the game. Therefore we believe our current rules allow for the fairest betting markets for all. However, we are constantly reviewing our market rules and working with our feed providers to enhance the offering. Additionally, data viz is a key focus of our new product initiatives and something we are working on.
By:
Betfair Customer Services
When: 24 May 21 18:20
Q: Can we have these Q&As every 6-12 months as there are always suggestions and questions that we would like to ask?


A: Absolutely, looking forward to restarting these and hearing from you all. If the demand is there we will run again.
By:
Betfair Customer Services
When: 24 May 21 18:23
Q: Your customer service says “it strives to offer the best customer service in the industry”. My and many other bettors' experience would suggest it is far from that. Is removing the options to telephone and email, outsourcing @betfaircs to Romania, whilst simultaneously getting rid of many experienced staff from Stevenage the correct way to offer the best customer service in the industry?



A: We will always strive to offer the best service in the industry but it is fair to say that the last year has been challenging for a number of reasons including the need to rapidly move to remote working arrangements caused by COVID, an evolving regulatory landscape, some unique challenges e.g the US election alongside the business being exceptionally busy in general.  During this period we have invested significantly in growing our “In house” customer-facing teams who have been based in the same locations (Dublin & Malta) for the last 5 years. 

Over the last 3 years we have strived to improve the experience our customers’ have through our digital first strategy.   Central to this was replacing  our most popular channel Webchat with a more flexible Messenger platform, while removing channels where customers were less satisfied, such as email, to focus our resources on the best and fastest experience for our customers.

As we continue to evolve and adapt to our customers’ needs and changing environment, we will be reintroducing some channel options by tailoring them to the reason for contact to ensure the best outcome for our customers.  As we know customers value speedy resolution we do not have any plans to reintroduce email at scale at this time.
By:
Betfair Customer Services
When: 24 May 21 18:25
Q: Can we have more advertising stating the benefits of in-running betting on Horse Racing? This is Belfair's best product but we don’t see much advertisement from Betfair to show how great it is. E.g. videos showing high or low winners have hit in the past.



A: Thanks for your comments here, it's actually something we have spent quite a bit of time on recently. We recently researched In Running messaging in a number of customer focus groups and frustratingly for us its appeal was actually quite low. As such we had taken the decision not to do any bigger ad campaigns around In Running racing. That said we will continue to talk about In Running, particularly the high/low winners you mention when the stories occur.
By:
Betfair Customer Services
When: 24 May 21 18:27
Q: The hot potato of affordability checks. Im sure you know how intrusive and offensive these can be.
As BF verification would you give consideration to another exchange having passed all enhance due diligence checks OR consideration to those with lifetime profits (maybe a minimum number of years/markets ?

Affordability checks - people that have had accounts for years are now being asked for daft amounts of paperwork and forms of ID and having their accounts closed without warning.  The CDD team dealing with these are then impossible to contact other than waiting on an email reply. Completely unacceptable form of customer service when people will have open positions they are unable to manage properly as well as no access to their funds in account. If the CDD team are the ones making these calls the customer should be able to contact them directly by phone and not wait on emails and have to go through the amateur customer service team each time that spew out the same old line and script over and over.



A: First and foremost we would like to apologise to any of our customers who have been inconvenienced by the changes we have made to the way we manage customer accounts. The checks we perform are part of our legal and regulatory obligations and in line with our continued commitment to be the industry leader in safer gambling. Fulfilling these requirements has been a seamless process for many but for a number of BF exchange customers it has proved frustrating and we recognise that. Our goal is to make this as frictionless as possible, and we are in the process of making changes including making it easier to speak directly to the team handling the activity as well as adding additional personnel to improve the customer experience going forwards. Our commitment to our customers and leading the industry in safer gambling is unwavering and we will be working hard to help all our customers through the journey.
By:
Betfair Customer Services
When: 24 May 21 18:29
Q: The in-running liquidity on Australian horse racing has been decimated by what is perceived to be a faster feed supplier  -  do certain customers have preferential arrangements with Betfair?



A: Thanks for your comments. There have been some changes made by Betfair Australia regarding the charging mechanism in Australian horse racing over the past few years. This is due to the very significant turnover-based taxes which are payable on the races. Betfair Australia is working with the racing bodies to bring these taxes down to promote liquidity in these markets, but this process can be difficult. Regarding preferential treatment, customers all bet on a level playing field on the Exchange, with access to identical bet delays, matching queues and settlement rules.
By:
Betfair Customer Services
When: 24 May 21 18:30
Q: Many thanks, it is good to see you doing this again, it has been a long time since the last one.


A: No problem, we are trying hard to get more customer insight than ever before and this prompted the recommencing of these. We hope you enjoy this evening and if the demand exists we will run again soon.
By:
Betfair Customer Services
When: 24 May 21 18:31
Q: The horse racing in running markets could offer a dynamic betting experience, perhaps even appealing to new, younger bettors. Racing TV has now produced a stream around 0.5 seconds behind live, which is very fair, yet because of a number of drones hovering over racecourses the markets remain skewed in the drones favour, because of their side on view. What are your views on drones and how they are affecting the markets?



A: We are aware of the proliferation of drones at racecourses and are supportive of the racecourses efforts to remove them. In terms of the exchange, the markets have shown little change from this innovation. The win rates of profitable customers for in running racing have not changed materially in the past few years, despite the new methodologies being employed to potentially gain an advantage. We are constantly working with our feed suppliers to improve the latency and quality of the streams provided and hopefully you have seen posts on that previously. The significant improvement in Racing TV streams over the past 12 months is from those discussions and we hope to continue to improve that experience on Betfair.
By:
Betfair Customer Services
When: 24 May 21 18:33
Q: My question relates to the inplay management of football markets involving the dreaded VAR

Please could somebody explain why Betfair persists on re opening the football match odds markets following the normal suspension of these markets when we all think a goal has been scored but it is obvious to everyone that a VAR check is going to be performed, because when this happens and the market has been re opened all subsequent bets in this period will then need voiding if VAR overturns the goal and then from my experience it becomes a lottery as to when Betfair will void these bets whether it is instant or many minutes later or after the match has finished or even the following day so in some circumstances it is impossible to know your true position in these markets unless the voiding of bets is done at the time.

Surely the way Betfair are managing these markets means it is more work having to recognise all the affected markets and bets then voiding them.

Surely the common sense way forward is that following what we think is a goal then suspend the market as normal but then only re open the market when the game re starts and by that time everybody is betting/trading on a level playing field knowing full well if VAR has overturned the goal or not and then there is no question of when will Betfair void the relevant bets as none will need voiding meaning less work for Betfair.




A: The treatment of VAR events in football markets on the Exchange is a real challenge for us. We must strike a balance between providing an engaging experience for casual punters whilst also protecting liquidity providers from getting stung by mismanaged markets. Casual punters have consistently told us that they find suspended markets frustrating, and we want to keep markets open as much as possible or risk those customers leaving the Exchange entirely. This is not to say that our current solution cannot be improved, and our Market Operations teams are constantly evaluating different ways to manage VAR situations.
By:
Betfair Customer Services
When: 24 May 21 18:36
Q: The Exchange liquidity on women's Golf/seniors Golf is pathetic. Either pay someone to seed the markets or change the comm terms etc, because they have become just embarrassing.



A: Smaller events like this pose a real challenge. We have limited market maker activity in these specific markets due to a lack of recreational interest. Market makers who are active will reduce their limits and widen spreads as a way of managing their risk. However, we are always keen to look into potential opportunities for improving less liquid markets. Should you wish to propose a seeding arrangement then you can send an email to forum@betfair.com and we will be in touch to discuss.
By:
Betfair Customer Services
When: 24 May 21 18:40
Q: Horse Racing Live Video Qs
On Betfair Live Video - the ATR tracks on Live Video have been useless the last 6 months or more. We often have blank screens lasting 5 or more second several times during a race, pausing and stuttering during the race. Yet we have no problems with RTV tracks. When will this be fixed please?

Since ATR switched from Flash Player in February last year their streaming service has been abysmal. In the 15 months that have elapsed, and despite complaints almost daily, bettors have been given no feedback as to how to improve the service, other than slow the latency, which obviously defeats the object. This has cost many bettors money, whilst also turning people away from betting at ATR tracks. Do you believe this is good enough?

When will ATR be using the same stream providers that RTV use phenixrts.com to minimise the picture delay, with the assistance from Betfair if needed.

The quality/delay of Sky racing tracks live stream. They are either stuttering and cutting out at crucial points or miles behind - often both of these. If it can be done for the Racing TV tracks then it needs to be done for Sky if you want people to attempt in play betting. It is currently impossible.

Will the USA horse Racing provided by you and TVG also use Phenixrts.com to improve latency?

will you ever provide a fast stream like the one RTV is using for australia racing , french racing , south african racing?

“Dear Q&A, can you please negotiate with ATR to allow you to provide us with a stream that is capable of being watched on full screen without a loss in picture quality .
most people nowadays have televisons over 32 inches big and having to be confined to watching a screen 4 inches by 3 inches in this day and age is ridiculous
as ATR is 5 seconds behind live on TV we have no option but to use the stream, at least with RTV we can watch a relatively quick pictures on full screen, and RTV will soon be streaming there quicker service online in full screen HD"





A: A lot of questions on live racing - thanks for these. Live video on racing is a very vocal area for our customers and we appreciate all the feedback. We have worked hard here over the last 12 months to improve the service we provide but still have a way to go.

ATR are aware of the ongoing latency and performance issues, especially compared to the RTV streams which have very low latency. We continue to pass the feedback we receive on to ATR, which will include the comments we receive here tonight. With regards what next, we are collaborating with ATR on a longer-term improvement plan. However, to set expectations we do not expect any material improvements in the near term. With regards the direct integration questions,  ATR are not currently planning to use Phenix (the low latency solution used by RTV).

With regards questions on stream sizing - our commercial agreements with streaming providers usually have sizing restrictions, as we have streaming rights rather than TV broadcast rights. We normally maximise stream to the maximum size we are contractually permitted to, but will follow up on this specific question.

US horse racing streaming is provided by another 3rd party (RCN) who supply both Betfair and our US Racing business TVG and there are no plans to change this at present.
By:
Betfair Customer Services
When: 24 May 21 18:42
Q: When you asked about removing  the 1 second bet delay on the forum a few years ago , 99% of people were in favour . yet you decided  not to remove it as the market makers didn't want it. is there a compromise we could have like a 0.5 second delay or remove it altogether as a trial?



A: Great suggestion. We are currently exploring some options to improve the bet placement and management experience, (including bet delays and cash out suspensions), we will add that into the considerations for potential improvements.
By:
Betfair Customer Services
When: 24 May 21 18:44
Q: Why does the Forum Clock hardly ever show the correct time?


A:  Thanks for this. Is showing 19:41 on my laptop in Dublin and 18:41 on the forum. Has been an issue a lot of regular users will know about. Relates to GMT of the Forum tech hence the hour difference for those in UK&I. Not top of the list, but noted.
By:
Betfair Customer Services
When: 24 May 21 18:46
Q: Website outages - These are becoming more and more frequent and obviously causing issues for people with money tied up in events they are unable to manage. Again completely unacceptable for a company of your size.



A: Completely fair, we have recently had a very frustrating period and have not lived up to the service that we strive to provide for our customers. The route causes of those technical issues have been thoroughly investigated, understood and remodel work put in place.
By:
Betfair Customer Services
When: 24 May 21 18:47
Q: In the recent results announced by Flutter, revenue for the exchange was again down by 19%, despite the record-breaking US presidential market.  Peter Jackson says “it has lagged behind, but we are investing in it” Can you elaborate on how you intend to invest in the exchange?



A: Thanks for the question. The exchange did come out behind our sportsbook over the year. This is down to the differences between how Covid impacted the exchange, with the reduction in events, particularly longer tail SAS events and across the globe making a bigger impact. The Exchange is always at the heart of what we do and we continue to invest in it. You may be aware of Betfair Beta, our new App that is in development and accessible at Betfair.com/betting. Later this year we plan to run an Exchange Open Beta, so a big investment from us in the product. The exchange will remain a huge focus for us as it is what makes us distinct in the market.
By:
Betfair Customer Services
When: 24 May 21 18:48
Q: Forgetting to put races in play at the start of races and not reopening football markets after goals/red cards/VAR incidents. It really shouldn't be hard to get the most basic of tasks right but seemingly it is.




A: Firstly apologies for any impact this has had on your betting. We manage up to 500k markets a month through a combination of manual and automated processes and there are times when processes, whether manual or automated are not at the level we want.  We measure the service levels on this and have worked hard to improve over the past 18 months and will continue to do so.
By:
Betfair Customer Services
When: 24 May 21 18:51
Q: Premium charge - why is no effort being made to reform or abolish this charge? It obviously makes vast amounts for the company but is detrimental to the liquidity of the exchange. It is due a revamp at least, and you all know it. An annual amount that is PC exempt??




A: Thanks for the question, Premium Charge is something we discuss a lot with customers. We posted a response earlier to something similar but happy to cover it again here this evening.

We have performed three premium charge trials recently where we have changed the charging mechanisms to encourage liquidity. What we observed was no change in the customer behaviour or liquidity from those invited to the trial.

We continue to evaluate and consider new trials and would welcome any ideas from customers that can benefit the Exchange and therefore our customers and Betfair together. We are very happy to collaborate on initiatives to genuinely  improve the Exchange liquidity.
One area we have more recently invested further in is our detection for PC evasion, I'm prompted to mention this to you from your comment on an annual PC allowance. This is something I will ask the team to consider now that we have better detection of account movements which would have historically made such an initiative too easy a method for PC evasion and thus creating an unfair exchange for our customers.
By:
Betfair Customer Services
When: 24 May 21 18:53
Q: Affordability - it is possible to win a long term on the Exchange, why are these winnings not taken into account in affordability? 




A: Just to add to the earlier answer on a similar topic.  We have a variety of legal and regulatory obligations around customer due diligence and we will always try to take all information about a customer into account both information we hold (which would include short-term & lifetime profit and loss) as well as information provided to us.  That said we are aware that a small number of exchange customers who have more unique circumstances have not had a great experience recently and we are working hard to make the necessary improvements as described above.
By:
Betfair Customer Services
When: 24 May 21 18:54
Q: There is a general feeling that the exchange is being left to rot.




A: I'm sorry to hear you feel like that, we definitely see it very differently. The past couple of years we have had a big marketing campaign featuring Clive Owen promoting the Exchange and its benefits. This was focused on educating more people on the magic of the exchange, through setting your own odds, lay betting along with Cash Out. We also have been and will continue to push the great value of the Exchange on horse racing. In addition and mentioned in another answer we are investing in an open Beta of Exchange on our new product later in the year. Within the existing product we recently launched "MatchMe" to remove the pain point of unmatched betting, something new customers can struggle with and are further expanding our line marketing offering as a differentiator to sportsbook bettering. Lastly, less sexy but we are regularly looking at things like new exchange customer welcome journeys and building more and more content on betting.betfair. It's certainly receiving a lot of love here at Betfair Towers.
By:
Betfair Customer Services
When: 24 May 21 18:55
Q: Forgetting to put races in play at the start of races and not reopening football markets after goals/red cards/VAR incidents. It really shouldn't be hard to get the most basic of tasks right but seemingly it is.



A: Firstly apologies for any impact this has had on your betting. We manage up to 500k markets a month through a combination of manual and automated processes and there are times when processes, whether manual or automated is not at the level we want.  We measure the service levels on this and have worked hard to improve over the past 18 months and will continue to do so.
By:
Betfair Customer Services
When: 24 May 21 18:57
Q: Would you consider revising your Betfair Sportsbook policy to take account of historical customer losses across Betfair / Flutter when deciding whether to take early price bets (in horse markets)?

My experience has been that the window came down for me on Betfair Sportsbook after 2k of winnings. My Exchange losses have been at least 25x times that as I've used the laying facility to smooth my winnings from FO bookmakers. I price-take and trade out at my expectation price, rather than arb. It's exasperating and alienating to be prevented from backing at the Sportsbook.

The Sportsbook price is usually the same as the Paddy Power shop price--meaning that Flutter is simply putting me to the inconvenience of getting on OTC. If I'm using placers, Flutter are being taken for more, since the placers need a sliver and I have to put down more for the same return. I do not see any way in which Flutter might benefit from excluding me from the Sportsbook. If you're simply an exchange neutral with respect to outcomes among players, you risk getting less liquidity and making less commission. If you're a bookmaker making a book, then by forcing me to get on under the radar you lose the information value of my bets (I don't want to win more than £1,000 and usually couldn't, anyway).




A: Thanks for the question and of course for your business on Sportsbook and Exchange. Is an interesting idea in theory, but given the separation of the Exchange & Sportsbook and commitment to offer a fair market place we can’t make decisions on combined PnL between Sportsbook and Exchange.
By:
Betfair Customer Services
When: 24 May 21 19:08
Q: We have been told for years that the PC goes towards ad campaigns and such to introduce new people to Betfair. If Betfair will not be advertising the greatness of in-play betting on horse racing, should it be PC exempt?

If not,  what plans do Betfair have to improve liquidity in the in-running markets for horse racing as it hasn't improved for years and seems to be reducing?



A: Thanks for coming back on the previous answers, good to get some engagement on the posts here.

We will continue to market Betfair and attract new customers to the Exchange to avail of all our markets and events available as they wish too. We commented previously that we had recently tested with customers about a potential new in running campaign but it did not test well. We therefore have not pursued that campaign. Pursuing something that customers tell us in testing not attractive as a message to promote Betfair is not going to improve IR independantly. We are investing in a new product as we have mentioned in other posts here and have several other exchange initiatives that have recently launched which together create a better Exchange betting experiance.
By:
Betfair Customer Services
When: 24 May 21 19:09
Q: Are you slowly but surely transitioning from the Exchange in favour of the Sportsbook?




A: Thanks for the question. Customer behaviour and demands change as the market changes and recreational customers typically demand a more diverse product than singles only. The Sportsbook combined with the Exchange provides customers the richest betting experience in the market and we need to ensure we continue to evolve both products. The launch of Betfair Beta is the next step, with Exchange mobile following.
By:
Betfair Customer Services
When: 24 May 21 19:11
Thank you all for submitting your questions this evening. We have restarted these sessions to make sure we get your feedback to help inform what you, our customers, want us to focus on.

We appreciate we don’t always get things right, but we are all committed to continuing to improve.

We hope you found this useful, we certainly did. A fair range of topics covered and we plan to run these Forum Open Evenings more regularly. We were also just discussing as a team whether there would be interest in doing a similar session on Zoom in the future. As ever, thank you for your continued support of Betfair.
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