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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:

    2021

  • Companies:

    9 major companies plus aggregate of smaller service providers

Benchmarks by Industry

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2020 2021
Quality of mobile app 78 78
Reliability of mobile app (minimal down time, crashes, lags) 77 77
Website satisfaction 74 74
Ease of using remotes, on-screen menus, and programming guides 74 72
Number of TV shows 73 72
Availability of current season’s TV shows 73 71
Ease of understanding bill 74 71
Variety of movies by category 72 71
Variety of TV shows by category 73 71
Overall performance and reliability 72 70
Availability of new movie titles 69 69
Availability of past season’s TV shows 70 69
Number of movies 70 69
Availability of free on-demand content 69 67
Call center satisfaction 65 63

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Company

Video-on-Demand Service

Company 2020 2021 % Change
Video-on-Demand Service 68 67 -1.5%
U-verse TV (AT&T) 74 73 -1%
Verizon Fios 71 71 0%
Xfinity (Comcast) 68 71 4%
DIRECTV (AT&T) 69 69 0%
DISH Network 71 69 -3%
Cox 66 67 2%
Frontier Communications 64 66 3%
Optimum (Altice USA) 65 66 2%
Spectrum (Charter Communications) 68 66 -3%
All Others 64 63 -2%

Connect With ACSI

Connect With ACSI

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