The American Customer Satisfaction Index (ACSI) has released its annual Entertainment Study for 2026, based on 30,886 surveys conducted from July 2025 to June 2026 among randomly selected customers from five entertainment segments, including online gambling, video streaming, pay TV, audio streaming, and social media. Ratings were given on a scale from 0 to 100 points. iGN highlights key data from the online segment:
Operator Ratings (% YoY):
74 β BetMGM (4%)
74 β DraftKings (5%)
74 β FanDuel (3%)
72 β ESPN BET (1%)
72 β Fanatics (1%)
71 β Caesars (3%)
71 β theScore Bet (debut)
Player Satisfaction with Operators by Type:
78 β Both Verticals (29% of respondents)
75 β Betting Only (43%)
70 β Online Casino Only (29%)
Player Satisfaction with Operators by Sports Betting:
82 β Auto Racing
80 β Golf and Horse Racing
79 β Soccer
78 β College Football, NHL, Tennis
77 β College Basketball, MLB, NFL
76 β NBA
According to the authors, product performance metrics for operators have improved across nearly all areas, including loading speed and betting variety (both at 79 points, 4% YoY). However, satisfaction is declining as player expectations are rising faster.
The gap between operators has narrowed from 9 points a year ago to just 3. The share of players using both products has increased from 25% to 29% YoY.