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
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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:
20 major companies, plus aggregate of smaller providers
Benchmarks by Industry
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2020 | 2021 |
|---|---|---|
| Quality of mobile app | 83 | 82 |
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 81 |
| Website satisfaction | 81 | 80 |
| Ease of understanding bill | 81 | 79 |
| Ease of using on-screen menus and programming guides | 79 | 77 |
| Overall performance and reliability | 79 | 77 |
| Call center satisfaction | 74 | 75 |
| Quality of original programming | 76 | 74 |
| Variety of TV shows by category | 76 | 74 |
| Availability of past season’s TV shows | 75 | 73 |
| Number of movies | 75 | 73 |
| Number of TV shows | 76 | 73 |
| Variety of movies by category | 76 | 73 |
| Availability of current season’s TV shows | 73 | 71 |
| Availability of new movie titles | 71 | 70 |
*Industry averages are weighted by companies’ market shares.
Satisfaction Benchmarks by Company
Video Streaming Service
| Company | 2020 | 2021 | % Change |
|---|---|---|---|
| Video Streaming Service | 76 | 74 | -2.6% |
| Disney+ | 80 | 78 | -3% |
| Microsoft Store | 76 | 77 | 1% |
| Twitch (Amazon) | 75 | 76 | 1% |
| HBO (AT&T) | 74 | 75 | 1% |
| HBO Max (AT&T) | NM | 75 | NA |
| Hulu | 77 | 75 | -3% |
| Netflix | 78 | 75 | -4% |
| YouTube TV (Google) | 75 | 75 | 0% |
| All Others | 76 | 74 | -3% |
| Amazon Prime Video | 76 | 74 | -3% |
| Apple TV App | 77 | 74 | -4% |
| Google Play | 74 | 74 | 0% |
| Starz | 75 | 74 | -1% |
| CBS All Access (ViacomCBS) | 75 | 73 | -3% |
| Vudu (Comcast) | 72 | 73 | 1% |
| Apple TV+ | 74 | 72 | -3% |
| AT&T TV NOW | 72 | 72 | 0% |
| Showtime (ViacomCBS) | 71 | 72 | 1% |
| Sling TV (DISH Network) | 71 | 72 | 1% |
| Peacock (Comcast) | NM | 71 | NA |
| Crackle | 68 | 68 | 0% |
NM – Not measured NA – Not available