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Eamonn Toland's avatar

"Still, let’s not write off this poll as a nothingburger."

With all the cognitive biases associated with gambling, I think polling (whether by phone or online) often misleads to the point of misdirecting policy and responsible gaming initiatives. At the same time real data based on actual player behavior is underutilized in sizing problems and identifying corrective measures.

I once ran a telephone betting business. As you might expect, we did a lot of market research, including quick surveys of our customers after they made an inbound call to bet (our average response time in answering calls was faster than 9-11 - VIPs didn't always hear a ringtone).

If you asked them when the last time was that they had placed a bet with us, whether by phone or in a shop, they could recall details with precision. Whether they said today/yesterday/last week/ last month, you could model their data, compare it to what they had actually done and get a pretty accurate profile of betting frequency.

If you asked them to estimate whether they were betting more, less or the same WITH US over the past year, the data was utterly meaningless. They were as likely to overestimate as they were to underestimate their betting activity. There was no meaningful correlation between their sense of how much they were wagering and their actual behavior.

Politicians, journalists and academics will often use the results of such polling to influence public policy, despite the fact that there is a much more accurate dataset of trends available in regulated markets, and regulators are in a unique position to track the activity of individuals across multiple gambling sites.

Regulators already get operators to pool data on central customer exclusion lists. They could request data from operators to compile - and publish - annual results on how many active customers shut their accounts due to gambling problems each year. They could also publish data on how much these customers lost compared to an average online player in their jurisdiction, and to make it truly meaningful they could break that down by age group.

That data would show, for instance, that young men under 25 are much more likely to be at risk for problem gambling. It would also almost certainly show that young men lack the disposable income to pop up on radar screens for financial loss alone. Two decades ago, men 25 and under accounted for 30% of active sports customers but only 10% of operator gambling revenues. It would be fascinating to see where the trends lie today. That alone could do a lot to dispel myths and align academic and industry initiatives to curb problem gambling.

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