IDC Perspective: How Live Service Games Raise CSAT and Drive Additional Revenue by Pushing the Customer Experience Envelope

This IDC Perspective examines three basic types of video games: paid games, classic free-to-play (F2P) games, and live service games. The performance of these game types is considered from a monthly user, revenue, and mergers and acquisitions (M&As) standpoint. We conclude that live service games are generally outperforming the other two game types and a case is made that this is because live service games do a better job meeting the wants and needs of today's gamers. This conclusion is grounded in IDC's broader Future of Customer Experience (FoCX) framework."It is clear that live service games such as Fortnite Battle Royale, Call of Duty: Warzone 2, ROBLOX, Grand Theft Auto Online, and Rocket League have gained market share relative to the vast majority of paid and classic free-to-play games in recent years. Live service games, though, require an additional layer of player-to-player communication tools and related support processes that are challenging to master. IDC's FoCX framework is one way of describing this dynamic and this framework helps explain why live service games are generally outperforming other broad game types," says Lewis Ward, IDC's Director of Gaming, Esports, and VR/AR.