Microsoft Store Top Streamer in Consumer Satisfaction, Tops Disney+, Netflix

The Microsoft Store has been recognized as the No. 1 video streaming service in the country by the American Customer Satisfaction Index (ACSI) organization.

ACSI sampled 23,000 random customers and evaluated the quality of the app, reliability of the service, ease of experience, performance and stability, and content catalog quality.

Microsoft Store finished first with a score of 79, compared with scores of 78 for Disney+ and Paramount+, 77 for YouTube TV, 75 for Hulu, and 74 for Amazon’s Prime Video and Netflix.

Dametra Johnson-Marletti

Apple TV+ finished near the bottom of the list with a score of 69.

“Today is a glaring reflection of the passion, hard work, and dedication of so many people at Microsoft that work on both the Microsoft Movies & TV service and our Microsoft Store on Windows,” said Dametra Johnson-Marletti, corporate VP of Microsoft Stores Category Management.

“The Microsoft Movies and TV service spans all Windows and Xbox devices, but particularly in our Store on Windows we have had a heightened focus on putting the customer and customer choice at the center of the experience. Thinking about every step in the journey from how new and catalog content is merchandised, to service uptime and quality to unique programs and offers that customers love, we’ve tried to cover all bases for entertainment fans. Together with our engineering team we are elated by the recognition of our collective efforts.”

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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.

Video Streaming Rates High on Consumer Satisfaction Index

COVID-19 has dramatically changed the way Americans work and how they spend their leisure time, putting a spotlight on both high-speed Internet service and in-home entertainment options.

Video streaming remains the people’s choice, with customer satisfaction at a score of 76 (on a scale of 100), according to new data from The American Customer Satisfaction Index Telecommunications Report 2019-2020.

“With stay-at-home and work-from-home becoming a new normal for many American households, the services offered by major telecommunications companies are more crucial than ever before,” David VanAmburg, managing director at the ACSI, said in a statement. “Fortunately, many telecom companies laid the groundwork before the pandemic, offering their customers better services compared to last year.”

ACSI said Disney+ had a strong debut on the index following strong debut, topping pay-TV by 12 percentage points, and secured the top spot in video streaming — and across all five telecom categories — with a score of 80 (out of 100).

Last year’s leader Netflix slipped 1% with a score of 78. Hulu and the Apple TV app increased 1% to 77. The group of smaller streaming services shows massive improvement, rising 6% to match the industry average of 76, the same score as Amazon Prime Video and Microsoft Store (down 1%).

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Four companies are just below the industry average with scores of 75: Starz (up 4%), CBS All Access (unchanged), Amazon’s Twitch (unchanged), and Google’s YouTube TV (unchanged). Apple TV+ debuted at 74 in the ACSI — on par with with Google Play (down 1%) and AT&T’s HBO (unchanged).

“There’s nothing particularly ‘plus’ about Apple TV+,” VanAmburg said.

AT&T TV Now (formerly DirecTV Now) remains on the lower end of the industry despite gaining 4% to 72. Walmart’s Vudu drops 4% to 72, followed by CBS’s Showtime, unchanged at 71. Dish Network’s Sling TV falls 4% to match Showtime. Sony’s Crackle continues to be the least satisfying streaming service, unmoved at an ACSI score of 68.

The ACSI Telecommunications Report 2019-2020 is based on interviews with 46,504 customers.