Service & Customer Support \u2013 User Satisfaction Is Number One<\/h2>\n \n\n \n We\u2019ve all been there \u2013 panicking that our payout hasn\u2019t arrived yet, or worrying that our payment method isn\u2019t working correctly. There\u2019s nothing better than knowing you can reach out to someone competent should you need to do so. Bookmakers offer various types of customer support services, and we give points for each one.<\/p>\n\n
\n Here\u2019s our breakdown:<\/p>\n\n
\n Live chat – 1 point\n <\/h3>\n \n\n \n The most used form of customer service, live chat<\/strong> is often the quickest and easiest way to solve any issues regarding betting. There are a few things we look at when awarding points for live chats, such as the time the service is available<\/strong> and whether you are talking to a real person or a bot<\/strong>.<\/p>\n\n\n
(Source: Luckland)<\/figcaption><\/figure>\n<\/div>\n\n\n It\u2019s quite simple – we give this point to bookmakers who provide efficient services throughout the majority of the day, with a real person talking to you.<\/p>\n\n
\n Email or Phone – 1 point\n <\/h3>\n \n\n \n If chats aren\u2019t your thing, most bookies offer a phone number or email address you can contact their agents through. Personally, I\u2019ve found that chats tend to be faster, but calls and emails are great too. We award one point if a bookie offers either one of these alternative options.<\/p>\n\n
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(Source: LiveScore Bet)<\/figcaption><\/figure>\n<\/div>\n\n\n How fast can they solve issues? – 1 point\n <\/h3>\n \n\n \n Efficiency is key!<\/strong> Especially when dealing with sensitive topics. We try out every channel of communication that a bookmaker offers to make sure that they are quick and helpful. It\u2019s not useful if an operator has five methods of contact but never answers.<\/p>\n\n\n So, bookies get the point if they are able to answer questions without leaving punters waiting for too long.<\/p>\n\n
\n Probably the first places that most bettors will go to are the FAQ section<\/strong> for general information or social media<\/strong> to check if there are any issues with the site. Both are extremely helpful, and we give this point based on how useful each page is, with a particular focus on the FAQ section\u2019s range and detail.<\/p>\n\n\n
(Source: Ladbrokes)<\/figcaption><\/figure>\n<\/div>\n\n\n Quality overall – 1 point\n <\/h3>\n \n\n \n Are they friendly? do they solve the issue? Are they improving our betting experience? These are the questions we ask when deciding on the overall quality of a bookmaker\u2019s customer service. Since we test out every contact method, we have a generally accurate idea of the overall quality, but we do consult with other punters through various reviews.<\/p>\n\n
Design & Usability – Looking for the Best User Journey<\/h2>\n \n\n \n If you\u2019re thinking “I don\u2019t care what the site looks like, as long as I can bet!” \u2014 think again. A great site could make your life much easier, and a terrible site can ruin your whole experience.<\/p>\n\n
\n We take the whole picture into account, including how easy the site is to use<\/strong> and the user journey<\/strong>. Let\u2019s take a look into how we rate our best bookies.<\/p>\n\n\n Good overall design – 1 point\n <\/h3>\n \n\n \n Have you ever entered a site and thought there\u2019s too much going on? Well, a cluttered site can feel like a headache, testing your patience.<\/p>\n\n
\n A well-designed site is clean.<\/strong> The layout is crucial to us, including where the search bar is, what's in the left and right tabs, the position of your bet slip<\/strong>, and much more to ensure that the site offers the best experience.<\/p>\n\n\n
(Source: 10bet)<\/figcaption><\/figure>\n<\/div>\n\n\n Navigational ease – 2 points\n <\/h3>\n \n\n \n It\u2019s so frustrating to spend ages looking through page after page to no avail. Conversely, a great site makes sure this never happens.<\/p>\n\n
\n Similar to the overall design, we give these points based on how easy the site is to navigate<\/strong>, meaning we search specific markets to see how long it takes. We also base it on how easy the site is to use, with visible help sections, simple \u2018My Account\u2019 sections, and so on.<\/p>\n\n\n Responsiveness – 2 points\n <\/h3>\n \n\n \n Nobody wants to wait a long time for a site to load; the best bookmakers' browsers are fast and react instantly to whatever you need<\/strong>. You add a leg to a bet slip? It\u2019s there as soon as you click. You open the \u2018Live betting\u2019 tab? \u2014 it opens straight away. The two points are given to the quickest sites that don\u2019t leave you waiting and watching a loading screen.<\/p>\n\nMobile – Great Experience When Betting on the Go<\/h2>\n \n\n \n The introduction of many betting apps and phone-friendly browsers has led to the phone becoming a go-to for betting.<\/p>\n\n
\n Some sites have dedicated apps or at least a mobile-friendly site. Either way, if a bookie wants to compete, they have to cater for mobile users. Here\u2019s how we make up our score:<\/p>\n\n
\n Is there an app available? – 1 point\n <\/h3>\n \n\n \n Nothing compares to the convenience of a mobile app, so any bookmaker offering one earns points in any one of our reviews. To help you narrow down the choice available out there, we've compiled a list of the best betting apps available in the UK<\/a>.<\/p>\n\n\n
(Source: SBK)<\/figcaption><\/figure>\n<\/div>\n\n\n Mobile friendly websites- 1 point\n <\/h3>\n \n\n \n What\u2019s the next best thing to an app? A mobile-friendly browser. Many sites have made sure to offer a brilliant service on mobile and we make sure the mobile version matches the performance of its desktop counterpart.<\/p>\n\n
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(Source: bet365 – odds correct as at 17\/07\/2023, 12:30)<\/figcaption><\/figure>\n<\/div>\n\n\n Is the app available for iOS and Android? – 1 point\n <\/h3>\n \n\n \n We\u2019re not here to solve the debate of Apple vs Android, but we do check that a site
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