Subscription TV Service
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SUBSCRIPTION TV
SERVICE
With new streaming services popping up every day, traditional subscription television providers must keep their customers satisfied if they want to retain them and continue growing. ACSI’s unique diagnostic modeling helps decision-makers identify which improvement efforts will yield the greatest impact in driving customer loyalty.
At a glance:
Subscription TV Service
- Inaugural year:
2001
- Updated:
annually
- most recent data:
2026
- Companies:
13 major brands, plus aggregate of smaller providers
Satisfaction Benchmarks by Company
Subscription TV Service
| Brand | 2025 | 2026 | % CHANGE |
|---|---|---|---|
| Subscription TV Service | 70 | 72 | 3% |
| Verizon Fios | 78 | 79 | 1% |
| All Others | 71 | 75 | 6% |
| YouTube TV (Google)* | 77 | 75 | -3% |
| Frontier Communications (Verizon) | 67 | 74 | 10% |
| Hulu + Live TV (Walt Disney)* | 77 | 74 | -4% |
| Sling TV (EchoStar)* | NA | 74 | NA |
| DIRECTV-Streaming* | 71 | 72 | 1% |
| Fubo (Walt Disney) | NA | 72 | NA |
| Xfinity (Comcast) | 68 | 72 | 6% |
| DIRECTV-Satellite | 68 | 71 | 4% |
| Cox | 68 | 69 | 1% |
| Dish Network (EchoStar) | 68 | 69 | 1% |
| Spectrum (Charter Communications) | 69 | 69 | 0% |
| Optimum (Altice USA) | 62 | 64 | 3% |
*Formerly measured as part of the video streaming industry
Subscription TV Service Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2025 | 2026 |
|---|---|---|
| HD picture quality | 80 | 83 |
| Picture quality | 81 | 83 |
| Quality of mobile app | 81 | 83 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 83 |
| Ease of using remotes, on-screen menus, and program guide | 78 | 81 |
| Recording capabilities | 79 | 81 |
| TV signal reliability | 77 | 81 |
| Website satisfaction | 78 | 81 |
| Courtesy and helpfulness of store/service center staff | 78 | 80 |
| Speed of store/service center transaction | 76 | 80 |
| Ability to view everything in one place | 76 | 79 |
| Ease of understanding bill | 76 | 79 |
| Premium channels available | 76 | 79 |
| Quality of equipment (boxes, remotes) | 77 | 79 |
| Range of channels available | 77 | 79 |
| Range of on-demand content | 76 | 79 |
| Range of sports programming | 76 | 79 |
| Call center satisfaction | 68 | 72 |
NA=Not Available
Industry averages are weighted by companies’ market shares.
2026 results based on data collected July 2025 – June 2026.