Video Streaming Service
Stay afloat in the flood of video streaming services with strategic ACSI insights
Streaming services continually change the way the way customers interact with and consume media. Identify your relative strengths and weaknesses and bolster your subscriber base by offering the best experience. Become an ACSI client today.
VIDEO STREAMING
SERVICE
Consumers have endless streaming options at their fingertips. The ability to measure and monitor customer satisfaction and predict the results of changes in terms of customer loyalty is a competitive advantage in a fast-moving industry. Increase your ROI by investing wisely in profitable customer loyalty.
At a glance:
Video Streaming Service
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Inaugural year:
2018
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Updated:
annually
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Most recent data:
2023
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Companies:
15 major companies, plus aggregate of smaller providers
Satisfaction Benchmarks by Industry
Video Streaming Service
| Industry | 2022 | 2023 | % Change |
|---|---|---|---|
| Video Streaming Service | 74 | 77 | 4% |
2023 results based on data collected April 2022 – March 2023.
Satisfaction Benchmarks by Company
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Streaming Apps | NM | 77 | NA |
| 1 | YouTube Premium (Google) | NM | 78 | NA |
| 1 | ESPN+ (Walt Disney) | 73 | 72 | -1% |
| 1 | HBO Max | 73 | 77 | 5% |
| 1 | Peacock (Comcast) | 72 | 79 | 10% |
| 1 | Apple TV+ | 69 | 76 | 10% |
| 1 | Crackle | 69 | 70 | 1% |
| 1 | Disney+ | 78 | 76 | -3% |
| 1 | Paramount+ | 77 | 78 | 1% |
| 1 | Hulu (Walt Disney/Comcast) | 75 | 78 | 4% |
| 1 | Amazon Prime Video | 74 | 80 | 8% |
| 1 | Netflix | 74 | 78 | 5% |
NM – Not Measured NA – Not Available
2023 results based on data collected April 2022 – March 2023.
Satisfaction Benchmarks by Company
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Live TV Apps | NM | 76 | NA |
| 1 | Sling TV (Dish Network) | 72 | 76 | 6% |
| 1 | YouTube TV (Google) | 77 | 76 | -1% |
| 1 | DIRECTV STREAM | 76 | 72 | -5% |
| 1 | Hulu + Live TV (Walt Disney/Comcast) | NM | 80 | NA |
NM – Not Measured NA – Not Available
2023 results based on data collected April 2022 – March 2023.
Satisfaction Benchmarks by Company
Video Streaming Service
| Company | 2022 | 2023 | % Change |
|---|---|---|---|
| All Others (Streaming and Live TV apps) | 78 | 75 | -4% |
2023 results based on data collected April 2022 – March 2023.
Video Streaming Service Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Quality of mobile app | 83 | 85 |
| Reliability of mobile app (minimal down time, crashes, lags) | 82 | 83 |
| Ease of understanding bill | 80 | 82 |
| Website satisfaction | 81 | 82 |
| Ease of using on-screen menus and programming guides | 78 | 81 |
| Overall performance and reliability | 78 | 81 |
| Quality of original programming | 74 | 79 |
| Call center satisfaction | 76 | 78 |
| Number of movies | 74 | 78 |
| Number of TV shows | 74 | 78 |
| Availability of past season’s TV shows | 73 | 77 |
| Variety of movies by category | 74 | 77 |
| Variety of TV shows by category | 74 | 76 |
| Availability of current season’s TV shows | 71 | 75 |
| Availability of new movie titles | 70 | 75 |
Industry averages are weighted by companies’ market shares.