Big video streamers generally earn better consumer satisfaction scores than cable, satellite, telco and virtual pay TV services, although the scores have declined a bit versus a year ago.
A wide-ranging consumer survey looking at the top 20 premium streamers and smaller providers showed a 2.6% decline to a 74 customer satisfaction index, according to the American Customer Satisfaction Index.
Top individual services include Disney+, at a 78 index (down 3% versus 2020) and Peacock at a 71 -- the bottom of the top 20 services. There was no comparison to a year earlier, when Peacock had not yet launched.
Among other streamers, HBO Max, Hulu, Netflix and YouTube each earned a 75, while Amazon Prime Video, Apple TV, Google Play and Starz each came in at 74.
This compares to 11 pay/subscription TV services and smaller companies, which rose 1.6% to a 65 index number.
The top pay TV provider -- AT&T U-verse -- had a 74 index, up 6% versus a year ago. At the other end, Altice USA’s Suddenlink, at 56%, saw no change versus 2020.
Satisfaction scores for internet service providers also witnessed no change -- now at a 65 index.
The study was based on interviews with 37,907 customers conducted between April 1, 2020 and March 29, 2021, with consumers being asked to evaluate recent experiences.
The ACSI study looked at “satisfaction” in four consumer segments:
*Cord-shavers -- those who cut subscription TV spending, also streaming owners
*Cord-stackers -- those streamer/pay TV owners who did not reduce spending
*Cord-cutters -- streamer owners who no longer have subscription TV
*Cord-nevers -- streamer owners who never had subscription TV