Video-on-Demand Service

The ACSI analyzes customer satisfaction with video-on-demand service providers in the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about recent experiences with the video-on-demand service offered by cable, satellite, and fiber optic providers. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Video-on-Demand Benchmarks »

ACSI Telecommunications Study 2020-2021 »

Video-on-Demand Customer Experience Benchmarks

Unique to the video-on-demand industry, the ACSI captures customer opinions about critical elements of the customer experience, including:

    • Number of TV shows
    • Number of movies
    • Free on-demand content
    • Availability of current season’s TV shows
    • Availability of past season’s TV shows
    • New movie titles
    • Variety of TV shows by category
    • Variety of movies by category
    • Remotes, on-screen menus, and programming guides
    • Understanding the bill
    • Overall performance and reliability
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

The ACSI Client Advantage

Video-on-demand industry clients can take advantage of ACSI’s competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential video-on-demand industry data, with over 30 data points per year for the largest service providers in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Video-on-demand clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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