Global iGaming software provider SOFTSWISS has published the Sportsbook KPI guide – a practical framework for managing sportsbook performance day to day.
The framework has been designed in an attempt to help operators move beyond surface-level metrics and build a clearer understanding of what actually drives performance, profitability and long-term player value.
The Sportsbook KPI guide is based on the SOFTSWISS sportsbook team’s expertise and was developed in response to key industry challenges identified through close collaboration with clients.
The business, which is dual-headquartered in Malta and Georgia, said that rising acquisition costs, players with higher expectations, tighter regulation and intense competition have changed how operators measure performance.
Traditional metrics like gross gaming revenue (GGR) and net gaming revenue (NGR) remain essential, but they must be analysed in context.
For example, a big spike in turnover during a major tournament may seem positive. However, after accounting for bonuses and analysing conversion and churn rates, it may turn out that this increase will not improve business performance in the long term.
SOFTSWISS sportsbook team’s recent push
The SOFTSWISS sportsbook team recently celebrated the platform’s five-year anniversary. The sportsbook is becoming increasingly active in 2026, having recently signed a deal to integrate its sportsbook solution with the TrueLabel platform.
The business in its entirety has now been operating for over 15 years and has a team of around 2,000 employees.
The KPI framework presented in the Sportsbook KPI ebook looks to connect financial results with acquisition efficiency, player behaviour, retention dynamics and operational stability.
This is in an attempt to allow operators to understand not just what happened, but why it happened and what to do next.
SOFTSWISS structured the guide around three practical categories in Business and Profit; Growth and Funnel; and Engagement and Operational.
It says each category explains what metrics measure, why they matter and how they connect to other indicators.
Alexander Kamenetskyi, Head of Operations at SOFTSWISS’s sportsbook team, said: “A strong month doesn’t always mean a healthy business. KPIs only become valuable when they explain margin quality, bonus efficiency, and player behaviour over time.
“If a KPI does not trigger a decision or adjustment, it remains reporting for the sake of analytics. This guide is about helping operators read the full picture, spot risks early, and make decisions that hold up beyond a single peak or tournament.”
The ebook launch continues the company’s industry-wide analytics approach, following the 2026 iGaming Trends report that covered AI adoption, responsible gambling, betting formats, and regulatory change across global markets.