Jakob Jonsson to present new research on care calls at EASG 2026 in Copenhagen
Jakob Jonsson, PhD and clinical psychologist at Sustainable Interaction, is heading across Öresund to Copenhagen next week to present new research on care calls at EASG 2026, taking place from 8–11 September. The conference brings together researchers, policymakers, regulators and industry professionals from around the world to discuss the latest developments in gambling research and practice.
Jakob’s presentation,Exploring different indications for care-calls at a gambling company – response rate, action taken and effect on gambling behavior, takes place at 14:45 on Wednesday, 9 September.
From research studies to everyday practice
Care calls have been a central area of Jakob Jonsson’s research for many years. Following four previous research studies, Jakob and his co-authors are now taking the next step: studying care calls as they are carried out as part of everyday operations at Norsk Tipping.
The new study looks at several different groups of customers who received a care call and explores how they differ in terms of response rates, the quality of the conversations, actions taken during the calls, and changes in gambling behaviour afterwards.
So, Jakob what did you find?
“The findings strengthen the idea that there is a real value in intervening early, and that it is extremely meaningful to reach out to customers who themselves indicate that they are experiencing gambling problems. At the same time, it is meaningful to contact all of the groups we studied, even though the results differ between the groups. This also tells us that some groups may need additional measures from a duty-of-care perspective.”
The study included data from 4,752 customers contacted between 2022 and 2024. Overall, gambling engagement decreased following a care call, while customers who had themselves initiated contact or whose risk had recently escalated showed particularly strong engagement and behavioural change. Customers with more persistent high-risk patterns were harder to reach and showed smaller reductions, suggesting that some groups may require additional support beyond a phone conversation.
One group stood out to Jakob in particular: young customers identified through loss-based criteria.
“The 18-25 group was a very positive surprise. The response rate was 80%, and among those who answered, 90% had a meaningful and good conversation. I would not have guessed that young people would answer the phone to this extent. They also took action to a large degree, for example, by lowering their gambling limits.”
Jakob to moderate two sessions at EASG
In addition to presenting his own research, Jakob will also moderate two parallel sessions at the conference:Parallel 4 – Treatment on Thursday from 13:45–15:25, and Parallel 4 – Treatment on Friday from 09:00–10:20.
“As a clinical psychologist, I’m really looking forward to moderating both parallel sessions. I’m happy to see the incredible breadth of topics covered, although I have to admit that I’m particularly looking forward to hearing the presentation on care calls.”
