DraftKings Tops U.S. Customer Satisfaction in iGaming, Matching Reputation of Notable Companies Like Netflix
In the recently released ACSI 2025 Entertainment Study, online gambling apps have made a strong impression, outperforming traditional entertainment sectors such as subscription TV and social media.
The study, which straddled multiple economic sectors including video streaming services, television subscriptions, online travel agencies, social media platforms, and online gambling apps, found that online sports betting and iGaming debuted with an overall satisfaction score of 76 out of 100.
DraftKings emerged as the top performer in the iGaming sector with an ACSI score of 76, followed closely by BetMGM (77) and FanDuel (76). These scores place these gambling apps ahead of other entertainment brands such as ESPN BET (73) and Caesars (69).
The strong customer satisfaction scores of these apps can be attributed to several key factors. Mobile app quality topped the customer experience benchmarks with a score of 80, reflecting the crucial role of mobile usability in these platforms. App reliability, privacy, and navigation each scored 79, indicating low lag times, few crashes, minimal downtime, strong privacy protections, and easy navigation.
User autonomy and customization also play a significant role in the higher customer satisfaction scores of sports betting apps. These options enhance player control and engagement, setting these apps apart from online casinos.
The integration of new technologies such as AI tools that assist users with wagering strategies, and options to use cryptocurrencies for payments, further differentiates these apps and attracts users.
The study also found that users exhibit strong loyalty to this select group of apps, reinforcing their competitive position.
It's worth noting that the ACSI Entertainment Study included iGaming for the first time, making it a significant milestone for the industry. The ACSI is the sole multiple-industry measurement of customer satisfaction representing the US economy.
The quality of mobile apps is the leading factor in customer choice, scoring 80 in the survey. This underlines the importance of investing in high-quality mobile platforms for businesses in the iGaming sector.
The study also showed a 1% decrease in customer satisfaction for video streaming services compared to 2024. This could signal a shift in consumer preferences towards more interactive and personalized experiences, a domain where iGaming apps excel.
The ACSI 2025 Entertainment Study was completed via email interviews with 24,879 customers. The results of this study demonstrate how online gambling apps, by focusing on advanced technology, personalized experiences, and high-quality mobile platforms, have successfully challenged and even surpassed traditional household names in terms of customer satisfaction.
[1] Source: ACSI press release [2] Source: [Link to the original source for this fact] [3] Source: [Link to the original source for this fact] [4] Source: [Link to the original source for this fact] [5] Source: [Link to the original source for this fact]
- Despite the decline in customer satisfaction for video streaming services, online sports betting and iGaming apps, such as DraftKings, BetMGM, and FanDuel, have dominated with higher satisfaction scores, demonstrating the advantage of advanced technology and personalized experiences over traditional household names.
- The integration of finance-related technologies, such as AI tools for wagering strategies and cryptocurrency payment options, has played a significant role in attracting customers to iGaming apps, setting them apart in the entertainment industry.
