ACSI Study: Paramount+, Peacock, and YouTube Premium Top Video Streaming Satisfaction; Social Media, Subscription TV Unchanged; Online Sports Betting and iGaming Debut with 76 ACSI Score

The American Customer Satisfaction Index (ACSI) Entertainment Study 2025 found that video streaming satisfaction dropped 1% to 78, while social media and subscription TV remained unchanged. Online sports betting and iGaming debuted with a score of 76. Paramount+, Peacock, and YouTube Premium led the video streaming industry with scores of 80. ESPN+ finished last with a score of 69.

The American Customer Satisfaction Index (ACSI) Entertainment Study 2025 revealed that video streaming satisfaction declined by 1% to 78, while social media and subscription TV remained unchanged. This marks a significant shift in consumer sentiment towards video streaming services. Online sports betting and iGaming, making their debut in the study, scored 76, indicating a positive reception in their early stages [1].

The top performers in the video streaming industry were Paramount+, Peacock, and YouTube Premium, each scoring 80. This result underscores the growing importance of these platforms in the entertainment sector. Netflix, despite its high-profile status, placed fourth with a score of 79, tied with Amazon Prime Video. This indicates a competitive landscape where customer satisfaction is a key differentiator [1].

Conversely, ESPN+ finished last with a score of 69, down from 75 last year. This decline highlights the challenges faced by sports streaming services in maintaining customer satisfaction amidst increasing competition [1].

Forrest Morgeson, associate professor of marketing at Michigan State University and director of research emeritus at the ACSI, commented on the dynamic between service quality and cost. He emphasized the need for streaming services to balance their offerings to appeal to both existing and new subscribers. This sentiment underscores the importance of continuous innovation and adaptation in the streaming market [1].

The study also highlighted the impact of price increases on customer satisfaction. As streaming prices surpass inflation, brands must carefully navigate the balance between service quality and affordability. This trend is particularly relevant for services like Netflix and Amazon Prime Video, which have seen recent price hikes [1].

In other news, the streaming rights to South Park have been sold to Paramount for a landmark $1.5 billion deal. This deal, which includes a commitment to produce 10 new episodes per year, will see the series available on Paramount+ in the U.S. and several foreign countries. The deal was finalized after negotiations that were delayed by a pending merger between Paramount and Skydance [2].

The ACSI Entertainment Study 2025 provides valuable insights into the current state of the video streaming industry. As the market continues to evolve, these findings will be crucial for companies looking to maintain and grow their customer base.

References:
[1] https://www.investors.com/news/technology/netflix-stock-video-streamers-acsi-satisfaction-ratings/
[2] https://www.the-independent.com/arts-entertainment/tv/news/south-park-paramount-streaming-deal-b2793595.html