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
- Inaugural year:
2018
- Updated:
annually
- Most recent data:
2026
- Companies:
17 major companies, plus aggregate of smaller providers
Satisfaction Benchmarks by Company
| Brand | 2025 | 2026 | % CHANGE |
|---|---|---|---|
| Video Streaming Service | 78 | 77 | -1% |
| Amazon Prime Video | 79 | 79 | 0% |
| Paramount+ | 80 | 79 | -1% |
| Pluto TV (Paramount Skydance) | NA | 79 | NA |
| 80 | 79 | -1% | |
| All Others | 75 | 78 | 4% |
| Netflix | 79 | 78 | -1% |
| Peacock (Comcast) | 80 | 78 | -3% |
| The Roku Channel | NA | 78 | NA |
| HBO Max | 78 | 77 | -1% |
| Hulu (Walt Disney) | 78 | 77 | -1% |
| Starz | NA | 77 | NA |
| Tubi | NA | 77 | NA |
| Apple TV+ | 77 | 75 | -3% |
| Disney+ | 75 | 74 | -1% |
| Apple TV App | NA | 72 | NA |
| ESPN+ (Walt Disney) | 69 | 72 | 4% |
| Crunchyroll | NA | 71 | NA |
| Google TV App | NA | 70 | NA |
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2025 | 2026 |
|---|---|---|
| Ease of using on-screen menus and programming guides | 81 | 84 |
| Quality of mobile app | 85 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 84 | 84 |
| Website satisfaction | 83 | 84 |
| Ease of understanding bill | 83 | 82 |
| Overall performance and reliability | 82 | 82 |
| Number of TV shows available | 79 | 81 |
| Variety of movies by category | 77 | 81 |
| Number of movies available | 79 | 80 |
| Quality of original programming | 80 | 80 |
| Amount of on-demand content | 77 | 79 |
| Availability of past season’s TV shows | 78 | 79 |
| Variety of TV shows by category | 77 | 79 |
| Availability of current season’s TV shows | 76 | 78 |
| Availability of new movie titles | 76 | 77 |
| Call center satisfaction | 77 | 77 |
| Range of sports programming | 71 | 73 |
Satisfaction Benchmarks by Device Type
| DEVICE TYPE | 2026 ACSI | % OF RESPONDENTS* |
|---|---|---|
| Smart TV | 79 | 71% |
| Tablet | 79 | 21% |
| Desktop/Laptop | 78 | 20% |
| Smartphone | 78 | 48% |
| Streaming Device | 78 | 16% |
| Gaming Console | 77 | 11% |
| Smart TV Box | 74 | 7% |
*Respondents are allowed to select multiple answers for streaming device type.
NA=Not Available
Industry averages are weighted by companies’ market shares.
2026 results based on data collected July 2025 – June 2026.