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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:

    2022

  • Companies:

    9 major companies plus aggregate of smaller service providers

Satisfaction Benchmarks by Company

Video-on-Demand Service

Company 2021 2022 % Change
Video-on-Demand Service 67 68 1.5%
U-verse TV (DIRECTV) 73 73 0%
Verizon Fios 71 73 3%
Cox 67 69 3%
Spectrum (Charter Communications) 66 69 5%
DIRECTV 69 67 -3%
DISH Network 69 67 -3%
Xfinity (Comcast) 71 67 -6%
All Others 63 63 0%
Frontier Communications 66 63 -5%
Optimum (Altice USA) 66 62 -6%

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.

Connect With ACSI

Connect With ACSI

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