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Consumers are getting pickier when it comes to digital entertainment, and now, for the first time, sports betting and online gaming operators are being scored right alongside other major online platforms. The latest report from the American Customer Satisfaction Index (ACSI) brings sports wagering into the spotlight—and the results might surprise some.
Good to know
ACSI’s 2025 Entertainment Study marked a first by including online sportsbooks and iGaming in its broader digital services evaluation. Based on nearly 25,000 survey responses, the study covered a wide range of platforms from video streaming to social media and now online gambling. Sports betting and iGaming tied with a score of 76 out of 100, placing them above long-time services like Facebook and cable bundles.
Among the six sports betting brands examined—Caesars, ESPN Bet, Fanatics, FanDuel, DraftKings, and BetMGM—DraftKings earned the top spot with a score of 78. BetMGM followed with 77, while FanDuel came in third at 76. All three edged out average satisfaction scores in the broader entertainment space.
Mobile platforms mattered too. ACSI found mobile apps in the betting and gaming category scored an 80, a number that reflects user demand for reliable and user-friendly experiences, especially during live events. This suggests mobile usability is playing a bigger role than ever in how customers judge service quality.
ACSI pulled together data over a 13-month period, from April 2024 through June 2025. Different user bases were contacted depending on the service category. For online gambling, survey invitations went out between November 2024 and June 2025. Social media participants were polled from July 2024 to June 2025, and streaming TV customers were contacted starting in April 2024.
The research team emphasized the evolving landscape of digital entertainment. Forrest Morgeson, Director of Research Emeritus at ACSI and Associate Professor at Michigan State University, noted how customer expectations are shifting fast. He said:
“Right now, we face a critical inflection point across digital entertainment and betting platforms. Consumers are no longer just seeking services. They’re demanding comprehensive, intuitive experiences that respect their time and wallet.”
In his view, companies that can deliver tech-forward, personalized, and efficient services will stand out in what has become a fiercely competitive digital market.