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Video Streaming Service

The forefront of customer science for video streaming services

Learn where you stand versus competitors, capitalize on areas of excellence, and identify areas to improve for the greatest impact on ROI.

VIDEO STREAMING
SERVICE

In the highly competitive video streaming industry, consumers have more options at their fingertips than ever before. 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.

At a glance:

Video Streaming Service

  • Inaugural year:

    2018

  • Updated:

    annually

  • Most recent data:

    2022

  • Companies:

    20 major companies, plus aggregate of smaller providers

Satisfaction Benchmarks by Company

Video Streaming Service

Company 2021 2022 % Change
Video Streaming Service 74 74 0.0%
Microsoft Store 77 79 3%
All Others 74 78 5%
Disney+ 78 78 0%
Paramount+* 73 77 5%
YouTube TV (Google) 75 77 3%
DIRECTV STREAM 72 76 6%
Apple TV App 74 75 1%
Google Play 74 75 1%
Hulu 75 75 0%
Amazon Prime Video 74 74 0%
Netflix 75 74 -1%
Twitch (Amazon) 76 74 -3%
ESPN+ NM 73 NA
HBO Max 75 73 -3%
Peacock (Comcast) 71 72 1%
Showtime 72 72 0%
Sling TV (DISH Network) 72 72 0%
Vudu (Comcast) 73 72 -1%
Starz 74 70 -5%
Apple TV+ 72 69 -4%
Crackle 68 69 1%

NM – Not measured  NA – Not available
*Formerly CBS All Access

Video Streaming Service Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2021 2022
Quality of mobile app 82 83
Reliability of mobile app (minimal down time, crashes, lags) 81 82
Website satisfaction 80 81
Ease of understanding bill 79 80
Ease of using on-screen menus and programming guides 77 78
Overall performance and reliability 77 78
Call center satisfaction 75 76
Number of movies 73 74
Number of TV shows 73 74
Quality of original programming 74 74
Variety of movies by category 73 74
Variety of TV shows by category 74 74
Availability of past season’s TV shows 73 73
Availability of current season’s TV shows 71 71
Availability of new movie titles 70 70

Industry averages are weighted by companies’ market shares.

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