Video Streaming Service

The ACSI analyzes customer satisfaction with video streaming service providers in the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about recent experiences with video streaming services offered by a wide range of 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 Streaming Benchmarks »

ACSI Telecommunications Study 2020-2021 »

Video Streaming Customer Experience Benchmarks

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

    • Number of TV shows
    • Number of movies
    • Quality of original programming
    • 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
    • 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 streaming 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 streaming 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 streaming 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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