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
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Inaugural year:
2018
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Updated:
annually
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Most recent data:
2021
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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% |