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.

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