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:
2025
- Companies:
13 major companies, plus aggregate of smaller providers
Satisfaction Benchmarks by Company
| Anchor Link | Category | 2024 | 2025 | % CHANGE |
|---|---|---|---|---|
| Video Streaming Service | 79 | 78 | -1% | |
| #paramount | Paramount+ | 78 | 80 | 3% |
| #peacock-comcast | Peacock (Comcast) | 80 | 80 | 0% |
| YouTube Premium (Google) | 80 | 80 | 0% | |
| #amazon-prime-video | Amazon Prime Video | 82 | 79 | -4% |
| #netflix | Netflix | 79 | 79 | 0% |
| #hulu-walt-disney-comcast | Hulu (Walt Disney) | 79 | 78 | -1% |
| #hbo-max | HBO Max | 78 | 78 | 0% |
| #apple-tv | Apple TV+ | 79 | 77 | -3% |
| #hulu-live-tv-walt-disney | Hulu + Live TV (Walt Disney) | 77 | 77 | 0% |
| #youtube-tv-google | YouTube TV (Google) | 76 | 77 | 1% |
| All Others | 76 | 75 | -1% | |
| #disney | Disney+ | 77 | 75 | -3% |
| #directv | DIRECTV* | 72 | 71 | -1% |
| #espn-walt-disney | ESPN+ (Walt Disney) | 75 | 69 | -8% |
*Formerly DIRECTV STREAM
Customer Experience Benchmarks
| Benchmarks | 2024 | 2025 |
|---|---|---|
| Quality of mobile app | 86 | 85 |
| Reliability of mobile app (minimal down time, crashes, lags) | 84 | 84 |
| Ease of understanding bill | 84 | 83 |
| Website satisfaction | 85 | 83 |
| Overall performance and reliability | 84 | 82 |
| Ease of using on-screen menus and programming guides | 83 | 81 |
| Quality of original programming | 81 | 80 |
| Number of movies available | 80 | 79 |
| Number of TV shows available | 80 | 79 |
| Availability of past season’s TV shows | 79 | 78 |
| Amount of on-demand content | 79 | 77 |
| Call center satisfaction | 79 | 77 |
| Variety of movies by category | 79 | 77 |
| Variety of TV shows by category | 78 | 77 |
| Availability of current season’s TV shows | 77 | 76 |
| Availability of new movie titles | 77 | 76 |
| Range of Sports Programming | 71 | 71 |
Satisfaction Benchmarks by Device Type
| DEVICE TYPE | 2025 ACSI | % OF RESPONDENTS* |
|---|---|---|
| Smart TV | 80 | 66% |
| Streaming Device | 80 | 17% |
| Gaming Console | 79 | 11% |
| Smartphone | 79 | 41% |
| Tablet | 79 | 21% |
| Desktop/Laptop | 78 | 19% |
| Smart TV Box | 74 | 8% |
*Respondents are allowed to select multiple answers for streaming device type.
Industry averages are weighted by companies’ market shares.
2025 results based on data collected March 2024 – June 2025.