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:
2024
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Companies:
15 major companies, plus aggregate of smaller providers
Satisfaction Benchmarks by Company
| Anchor Link | Category | 2023 | 2024 | % CHANGE |
|---|---|---|---|---|
| Video Streaming Service | 77 | 79 | 3% | |
| #amazon-prime-video | Amazon Prime Video | 80 | 82 | 3% |
| #peacock-comcast | Peacock (Comcast) | 79 | 80 | 1% |
| YouTube Premium (Google) | 78 | 80 | 3% | |
| #apple-tv | Apple TV+ | 76 | 79 | 4% |
| #hulu-walt-disney-comcast | Hulu (Walt Disney) | 78 | 79 | 1% |
| #netflix | Netflix | 78 | 79 | 1% |
| #sling-tv-dish-network | Sling TV (Dish Network) | 76 | 79 | 4% |
| #hbo-max | Max | 77 | 78 | 1% |
| #paramount | Paramount+ | 78 | 78 | 0% |
| #disney | Disney+ | 76 | 77 | 1% |
| #hulu-live-tv-walt-disney | Hulu + Live TV (Walt Disney) | 80 | 77 | -4% |
| All Others | 75 | 76 | 1% | |
| #youtube-tv-google | YouTube TV (Google) | 76 | 76 | 0% |
| #crackle | Crackle | 70 | 75 | 7% |
| #espn-walt-disney | ESPN+ (Walt Disney) | 72 | 75 | 4% |
| #directtv-stream | DIRECTV STREAM | 72 | 72 | 0% |
Customer Experience Benchmarks
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Quality of mobile app | 85 | 86 |
| Website satisfaction | 82 | 85 |
| Ease of understanding bill | 82 | 84 |
| Overall performance and reliability | 81 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 84 |
| Ease of using on-screen menus and programming guides | 81 | 83 |
| Quality of original programming | 79 | 81 |
| Number of movies available | 78 | 80 |
| Number of TV shows available | 78 | 80 |
| Amount of on-demand content | NM | 79 |
| Availability of past season’s TV shows | 77 | 79 |
| Call center satisfaction | 78 | 79 |
| Variety of movies by category | 77 | 79 |
| Variety of TV shows by category | 76 | 78 |
| Availability of current season’s TV shows | 75 | 77 |
| Availability of new movie titles | 75 | 77 |
| Range of Sports Programming | NM | 71 |
NM – Not Measured
NA – Not Available
Satisfaction Benchmarks by Device Type
| DEVICE TYPE | 2024 ACSI | % OF RESPONDENTS* |
|---|---|---|
| Desktop/Laptop | 80 | 22% |
| Tablet | 80 | 20% |
| Smartphone | 80 | 39% |
| Smart TV | 80 | 60% |
| Smart TV Box | 78 | 9% |
| Streaming Device | 80 | 17% |
| Gaming Console | 80 | 9% |
*Respondents are allowed to select multiple answers for streaming device type.
Industry averages are weighted by companies’ market shares.
2024 results based on data collected April 2023 – March 2024.