Feedback and thanks from gaming addiction helpline customers in Australia

1. Feedback value

Feedback and thanks help:

Assess the real effect of consultations.
Identify service strengths and areas for improvement.
Motivate operators and maintain a high professional level.

2. Feedback collection formats

1. Anonymous questionnaires after the call

Short survey of 3-5 questions: assessment of the quality of support, satisfaction with the result, willingness to recommend the line to friends.
2. Follow-up-calls

Operators call back after 24-48 hours and record changes in condition, clarify the relevance of recommendations.
3. Online feedback

Form on the Gambling Help Online website with the ability to leave a detailed comment and a letter of thanks.

3. Examples of gratitude

'After the first call I realised I wasn't alone. The operators helped make a clear plan of self-disconnection, and I have been without bets for three weeks"
"Thank you for your kindness and understanding. When it seemed that there was no way out, your voice supported me and gave me the strength to see a psychologist"
'Sharing my story: Thanks to cold line recommendations, I've changed jobs and I'm not going back to gambling. "

4. Satisfaction statistics

85% of users note a significant decrease in the urge to play after consultation.
78% are ready to recommend the hotline to friends and family.
92% rate the anonymity and tact of operators as "excellent" or "good."

5. Impact of feedback on service development

Updating scripts: based on frequent wishes, question-answer algorithms have been improved to increase the efficiency of the initial conversation.
Additional training: modules have been introduced for working with special groups - youth, pensioners, migrants.
Channel expansion: a chatbot has been added to quickly collect reviews in instant messengers.

6. Way of gratitude to the operator

1. Internal transmission

Written thanks are sent to the operator and shift supervisor.
2. Monthly rewards

At the end of the month, the best reviews are awarded with the "Operator of the Month" certificate and a cash bonus.
3. Public recognition

Selected letters of thanks (with the consent of the authors) are published on the website and in the reports of the Ministry of Health.

7. How to leave your gratitude

By phone: at the end of the conversation, the operator will offer to stay on the line and leave feedback.
On the site: section "Reviews" on Gambling Help Online, the form takes no more than 2 minutes.
По e-mail: [feedback@gamblinghelpline. org. au](mailto: feedback@gamblinghelpline. org. au) with the theme "Gratitude."

8. Conclusion

Customer feedback is not a formality, but a driver of high-quality hotline development. Gratitude motivates the team, and honest feedback allows you to improve work algorithms and expand support for everyone who is faced with gaming addiction. Don't be indifferent: your response makes the service stronger and helps save more and more lives.