We pride ourselves on our commitment to customer centricity.

We aim to create truly meaningful experiences for our customers, placing them at the core of everything we do.

The Entain team members keep the customers at the forefront of everything we do, with a range of initiatives that inspire us all to bring the customer to life in every role.

Every team member is given the opportunity to sit alongside our service staff to experience the ‘front line’ and get to know our customers.
We run regular customer experience workshops where team members step into the shoes of our punters to engage in collaborative learning.
We actively collate and analyse customer insights through 'The Exchange', where we receive unfiltered feedback about our products, apps, and generosity.
We bring our customers together for informal focus group sessions, known as 'Customer Connect sessions'. We discuss our customers’ experiences to deepen our understanding of their needs and desires.

By establishing these initiatives, not only can we refine and improve our offerings but also maintain meaningful relationships with customers. This feedback is not just valuable; it's invaluable.

In pursuit of customer experience excellence, we developed our own Customer Centricity Index, which combines several metrics into a single score to gauge and track our performance. The regular communication of our position throughout the organisation ensures that our team is accountable for the customer's journey and identifies opportunities for continuous improvement.

At our core, we aim to continuously improve and provide the best possible experience for those who matter most – our valued customers.

The Customer Is In Our Code.