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Disney Plus Has Highest Ranking for Customer Satisfaction, According to New Study

Stephanie Sengwe

Since launching last November, Disney+ has proven to be a top competitor in the overly saturated streaming wars. It seems the streamers success has not just been because of its brand, but also because of the quality of content. According to the American Customer Satisfaction Index (ACSI) Telecommunications Report 2019-2020, Disney+ is unmatched when it comes to customer satisfaction. The streaming service debuted with an ACSI score of 80, beating out last year’s number one, Netflix, which came out with a score of 78.

Also on the board were Hulu which came in at 77, while Apple TV+ was below average and tied with HBO at 74. Starz, CBS All Access, Twitch and YouTube TV were also graded and all had ACSI scores of 75. Despite gaining four percent, AT&T TV NOW remained on the lower end of the board with a score of 72, tied with Vudu, while Showtime remained unchanged at 71 and Sling TV slipped four percent to also come in at 71.

The report also found that streaming is the top choice for consuming content among customers. This corroborates the Leichtman Research Group’s recent report, which revealed 80 percent of TV households in the U.S. have at least one internet-connected TV device. The number has has leapt at each turn, starting at 24 percent in 2010, then 57 percent in 2015 and then 74 percent in 2018.

The study also found that roughly 64 percent of households have three or more devices while 58 percent of TV households have at least one connected smart TV, up from the 47 percent in 2018. The Leichtman Research Group also found that 56 percent of households have at least one stand-alone streaming device — up from 46 percent in 2018, 23 percent in 2015, and 3 percent in 2011.

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