Report: Streaming Video Service Consumer Satisfaction Drops

Subscription streaming video may be all the rage, but consumer satisfaction with the medium is down in 2021 compared with the same period in 2020, according to new data from the latest American Customer Satisfaction Index Telecommunications Study.

The report found consumer satisfaction with the SVOD sector dipped 2.6% to 74 on a scale of 100. That compared with 76 in 2020. The declines were led by Netflix and Apple TV+, which saw their satisfaction indexes fall 4% to 75 and 74, respectively. Disney+ and Hulu had 3% drops in satisfaction to 78 and 75, respectively. Amazon Prime Video declined 3% to 74.

Streaming services that improved their satisfaction index included Twitch, up 1% to 76; HBO (1%) to 75; Vudo (1%) to 73; Showtime OTT (1%) to 72, and Sling TV (1%) to 72. Microsoft Store moved into second place after climbing 1% to 77. Crackle again sat at the bottom of the industry index with an ACSI score of 68.

The report, which is based on survey of 37,907 email respondents from April 1, 2020, to March 29, 2021, stated increased use of streaming video during the pandemic led to outsized stress put on the infrastructure and bandwidth required to deliver over-the-top video.

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“With folks resigned to stay at home for the better part of a year and a half, the heavy strain on telecommunications was inevitable,” David VanAmburg, managing director at the ACSI, said in a statement. “The large consumption of bandwidth for internet services and countless hours spent streaming videos and movies were sure to impact satisfaction. And it turns out that streaming has taken the biggest hit of all.”

Video streaming remains the customer satisfaction leader among telecom industries despite its current decline. However, its advantage over subscription TV shrank from 12 to 9 points.

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