"Customer interaction" refers to the ways in which gambling operators identify and interact with people who are believed to be at risk of or experiencing gambling-related harm. In Great Britain, all gambling operators must have systems in place allowing them to identify customers at risk of or experiencing gambling harms. This report details a trial project where Gambling Research Exchange (GREO) scoped and built a repository platform where remote gambling operators could submit information relevant to customer interaction and review materials submitted by others.
For the project, the Gambling Commission invited operators to contribute information relevant to identification of customers at risk of or experiencing harm from gambling, interaction with the identified customers, and evaluation of whether the interaction had accomplished the desired outcome. In the trial period, 26 remote gambling operators made submissions to the repository.
This report takes stock of 26 repository submissions from this project, and summarizes the operators' approaches, processes, and resources for identification, interaction, and evaluation of customer interaction. The report also summarizes results from an operator feedback survey about the repository platform iteself, and provides recommendations for enhancing repository qulity and advancing knowledge of identification, interaction, and evaluation.
