Online gamers are notoriously impatient. Our research* shows that the online gaming community has the lowest tolerance for identity checks at a maximum of just four minutes. That’s a total allowance of around 240 seconds’ worth of validation before gamers give up, abandon the transaction completely and leave.
Clearly getting the speed of on-boarding to an acceptable level is a crucial challenge for online gaming companies because if a player gets impatient and gives up, chances are they have just been lost to a competitor. Losing a potential player simply because they can’t be processed quickly needs to be avoided at all costs. Success hinges on fast and seamless on-boarding, based on secure access to personal data.
Identity and security procedures prove to be a real source of annoyance among online gamers. Nearly half (45%) of adults quizzed in our research admitted backing out of an online transaction after becoming frustrated at the length and complexity of the identity validation and security checks.
Our findings also showed that of those who had abandoned an internet-based transaction, around half (47%) went off to a competitor after becoming irritated with the process, while one in five (20%) just gave up completely. Just one in six (17%) opted to try again at a later date. It also highlights just how important efficient identity verification is becoming for e-gaming operations, particularly with more consumers using mobile devices to play online, driving up the need for speed. But, however time-consuming they appear, identity checks are in everyone’s interests, not only maintaining age checks and being compliant with operating procedures, but also in safeguarding players from identity fraud.
* Opinium Research LLP carried out an online survey of 2,003 UK adults, from 16th to 19th July 2013. Results were weighted to nationally representative criteria. Participants were asked to complete a series of questions to provide insight into tolerance times of transactions across private and public industry sectors. Respondents were asked to estimate the maximum time that they would wait between initiating a transaction and completing it before they would opt out and cancel it.