Case Study: Product Madness achieves automated, integrated NPS insights and improved player retention with Alchemer

Product Madness - Customer Case Study

Product Madness, a leading digital social casino games provider (Cashman Casino, Lightning Link Casino, Heart of Vegas), faced an unwieldy, quarterly NPS program that required hours of manual exports from SurveyMonkey into Excel to produce reports and left all responses anonymous and unsegmented. To solve this, Product Madness turned to Alchemer and its Activated VoC Solution to move beyond quarterly surveying and enable actionable, player-level feedback.

Alchemer implemented ongoing, in-game NPS surveys that capture unique player IDs, integrated results with Product Madness’ custom CRM and Player Profile database, and routed alerts into Slack channels for real-time responses and trigger-word escalation (e.g., “addiction”). The rollout took under a quarter, eliminated manual reporting (exports now produce PowerPoint charts with one click), surfaces current and recent NPS and open-text analysis in player profiles, and has improved response rates, faster follow-up on low scores, and better retention of new players.

Product Madness

Joana Freitas

VIP Support Manager