

Video-on-Demand Service
Explore the advantages of competitive and cross-industry benchmarking
Benchmark against video-on-demand, streaming, and best-in-class companies in any ACSI industry.
VIDEO-ON-DEMAND
SERVICE
Access to video content is limitless whether consumers are at home or on the go. Analyze customer feedback across the video-on-demand experience to improve satisfaction and outperform the competition.
At a glance:
Video-on-Demand Service
-
Inaugural year:
2018
-
Updated:
annually
-
Most recent data:
2022
-
Companies:
9 major companies plus aggregate of smaller service providers
Satisfaction Benchmarks by Company
Video-on-Demand Service
First Hidden Column | Company | 2021 | 2022 | % Change |
---|---|---|---|---|
0 | Video-on-Demand Service | 67 | 68 | 1% |
1 | U-verse TV (DIRECTV) | 73 | 73 | 0% |
1 | Verizon Fios | 71 | 73 | 3% |
1 | Cox | 67 | 69 | 3% |
1 | Spectrum (Charter Communications) | 66 | 69 | 5% |
1 | DIRECTV | 69 | 67 | -3% |
1 | DISH Network | 69 | 67 | -3% |
1 | Xfinity (Comcast) | 71 | 67 | -6% |
1 | Frontier Communications | 66 | 63 | -5% |
1 | Optimum (Altice USA) | 66 | 62 | -6% |
1 | All Others | 63 | 63 | 0% |
Video-on-Demand Service Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
Benchmarks | 2021 | 2022 |
---|---|---|
Quality of mobile app | 78 | 79 |
Reliability of mobile app (minimal down time, crashes, lags) | 77 | 78 |
Website satisfaction | 74 | 76 |
Ease of understanding bill | 71 | 74 |
Ease of using remotes, on-screen menus, and programming guides | 72 | 74 |
Availability of current season’s TV shows | 71 | 73 |
Number of TV shows | 72 | 73 |
Variety of movies by category | 71 | 73 |
Variety of TV shows by category | 71 | 73 |
Overall performance and reliability | 70 | 72 |
Availability of past season’s TV shows | 69 | 71 |
Number of movies | 69 | 71 |
Availability of free on-demand content | 67 | 70 |
Availability of new movie titles | 69 | 69 |
Call center satisfaction | 63 | 66 |
Industry averages are weighted by companies’ market shares.