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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:

    2021

  • 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

Connect With ACSI

Connect With ACSI

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