Leading Digital Entertainment Provider, DraftKings, Tops 2025 ACSI Rankings
In a groundbreaking move, the American Customer Satisfaction Index (ACSI) 2025 Entertainment Study has expanded its evaluation to include online sportsbooks and iGaming, marking the first time these platforms have been included in the broader digital services assessment [1][3].
For the 13-month period from April 2024 through June 2025, data was collected from various sources. For online gambling, survey invitations were sent between November 2024 and June 2025, while social media participants were polled from July 2024 to June 2025, and streaming TV customers were contacted starting in April 2024 [2]. In total, nearly 25,000 survey responses were collated.
The combined score for iGaming and sports betting came in at 76 out of 100, showing a positive reception for these platforms [1]. This score beats both social media (74) and subscription TV (70) [1][3]. Among the online gambling operators, DraftKings was noted as having the most satisfied players, followed closely by BetMGM with a score of 77, and FanDuel in third with a score of 76 [4].
When it comes to video streaming services, they continue to maintain the highest satisfaction levels, with an average score of 78. Paramount+, Peacock, and YouTube Premium led the pack at 80, while Netflix and Amazon Prime Video followed closely with a score of 79 each [1][3].
Forrest Morgeson, Director of Research Emeritus at ACSI and Associate Professor at Michigan State University, emphasized the evolving landscape of digital entertainment. "Customer expectations in digital entertainment are shifting fast," he said, "companies delivering tech-forward, personalized, and efficient services will stand out in the fiercely competitive digital market" [5].
The high score for mobile app experience in the betting and gaming category (80) suggests that mobile usability is playing a bigger role than ever in how customers judge service quality [6]. This high score also indicates that users prioritize fast, smooth access on mobile platforms [7].
The study highlights the need for digital entertainment and betting platforms to innovate and provide comprehensive experiences to maintain customer satisfaction [3]. Consumers are now demanding comprehensive, intuitive experiences that respect their time and wallet [5].
In conclusion, while video streaming services maintain the highest satisfaction levels, online sports betting and iGaming have entered the market with a positive reception, indicating room for growth and innovation in these areas.
- The expansion of the American Customer Satisfaction Index (ACSI) 2025 Entertainment Study has marked the first time that online sportsbooks and iGaming platforms have been included in the broader digital services assessment, showcasing a significant shift towards integrating finance (online gambling) and technology (iGaming) in the digital services sector.
- In the realm of sports betting and iGaming, DraftKings was highlighted for having the most satisfied customers among online gambling operators, demonstrating the importance of technological capabilities and finance management in delivering customer satisfaction within the sports and technology sectors.
