Rush Street Interactive, Inc. (RSI), a well-known player in the online gambling and casino industry in the United States, Canada and Latin America, insists on not charging surcharges to its customers. The move reinforces RSI's commitment to delivering exceptional value, ensuring its customer focus remains intact in an environment where competitors are considering charging extra.
Excellent customer service is a sign of success:
RSI's approach to customer service has earned it the title of EGR North America's Customer Service Operator of the Year for the fifth consecutive year. This honor is a testament to the company's relentless pursuit of exceeding customer expectations and its commitment to maintaining high standards of service excellence.
RSI not only provides excellent service, but also prides itself on offering a generous rewards and loyalty program designed to increase player retention and trust. These programs are at the heart of RSI's strategy to ensure players feel valued and recognized, thereby cementing its leadership position in the online gaming industry. CEO Richard Schwartz elaborates on the company's philosophy: "RSI remains committed to maintaining its leadership position in the industry by continually prioritizing the needs and preferences of players. We believe that RSI's focus on customer satisfaction, coupled with its innovation 's rewards and loyalty programs set the standard for excellence in the online gaming industry."
Understand the competitive landscape:
While RSI maintains its policy of no surcharges, competitors such as DraftKings are planning to introduce surcharges in high-tax states such as New York, Pennsylvania and Illinois, where RSI also operates. DraftKings' strategy aims to normalize its effective tax rate to 20% starting on January 1, 2025. In contrast, RSI's approach focuses on transparency and reducing client costs, a move that is likely to attract and retain players sensitive to price changes.
RSI's strategic decisions put it in a unique position to potentially capture market share from competitors that chose to pass on additional costs to consumers. Industry analysts, including Deutsche Bank’s Carlo Santarelli, echoed this sentiment, noting that such a surcharge strategy would “almost certainly” lead to a loss of customers, especially picky and sophisticated gamblers, EGR Global reported. This insight highlights the importance of RSI's customer-centric policies in a market where pricing strategies can impact player loyalty and company reputation.
With a focus on customer satisfaction and value, RSI not only adheres to ethical standards but also positions itself as the first choice for online gaming enthusiasts. This approach, coupled with a strong operating presence in multiple high-tax jurisdictions, demonstrates RSI's commitment to clients and its vision to effectively navigate complex market dynamics.
