Rush Street Focusing on Customer Satisfaction Industry

Rush Street Focusing on Customer Satisfaction Instead of Surcharges

By Amelia Walker Senior Content Writer Updated: 19 August 2024

Amelia Walker Senior Content Writer

Amelia Walker is a Senior Content Writer at Betting.US. She has a law degree and deep knowledge of the gambling laws in the United States. Her mission is to keep players informed about responsible gambling, while her passion for sports helps her create useful guides. Amelia has over a decade of experience in betting, which has positioned her as a trusted voice among our readers.

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It was revealed recently that the sports betting giant, DraftKings, plans to introduce a surcharge on bets placed via the sportsbook in states where the tax rate on betting stands at more than 20 percent.

This is something that will most likely upset a lot of bettors, as it means that their winnings will be affected. However, the operator said that the surcharge was designed to counteract losses stemming from crippling tax rates in states like New York, which imposes a 51 percent tax rate on sports betting.

Since this announcement, another operator, Rush Street Interactive, has revealed that it will not be introducing this type of surcharge in response to high tax rates.

Instead, the operator wants to focus on customer satisfaction, so senior officials from the company have decided not to bring in a surcharge. The decision could position Rush Street as a worthy rival to major sportsbooks that do bring in a surcharge.

A Customer-First Approach

Officials from Rush Street Interactive believe that this customer-first approach could help to boost the company’s success. Its commitment to providing excellent customer service has led to the operator earning the title EGR North America Customer Services Operator of the Year for five years in a row.

The CEO of the company, Richard Schwartz, said,

RSI remains committed to maintaining its leadership position in the industry by continuously prioritizing the needs and preferences of its players. We believe that RSI’s focus on customer satisfaction, coupled with its innovative rewards and loyalty programs, sets a benchmark for excellence in the online gaming industry.

In addition to focusing on customer service and satisfaction over and above surcharges, the operator also offers excellent reward and loyalty programs for its users. These have been designed to build trust with bettors as well as to retain users rather than losing them to other sports betting platforms.

Greater Transparency and Keeping Costs Down for Customers

Officials from RSI said that the operator aims to increase transparency and keep costs down for its customers. The company is operational in many of the high-tax states where other operators, such as DraftKings, are planning to introduce a surcharge, or are considering taking this step. This includes high-tax states such as Illinois, Pennsylvania, and New York.

Many believe that the decision by RSI to steer clear of introducing a surcharge will result in the operator increasing its market share. Many sports fans who enjoy placing bets on their favorite teams and sports will consider moving over from an operator that implements a surcharge to one that doesn’t introduce these charges.

Industry experts have said that the introduction of these surcharges will inevitably lead to customer churn, whereby customers will move to a different platform where there are no charges, such as RSI.

Some operators have voiced their concerns in recent months over the high tax rates that some states have imposed on sports betting. Many believe that the tax structure in these states is unfair, as the sports betting industry is charged far more in taxes than other businesses.