The American Customer Satisfaction Index (ACSI) Telecommunications Report 2019-2020 was released today, showing how streaming services stack up in terms of customer feedback.
The report shows that after debuting last year, Disney+ quickly made its way to the top of the list across all five telecom categories, with an ACSI score of 80.
Netflix, the leader of the pack last year, dropped to second place with an ACSI score of 78. Hulu and the Apple TV app both improved by 1% to a score of 77. Amazon Prime Video stayed at 76 and the Microsoft Store dropped 1% to 76.
Four companies are just below the industry average with scores of 75: Starz (up 4%), CBS All Access (unchanged), Amazon’s Twitch (unchanged), and Google’s YouTube TV (unchanged).
Apple TV+ showed a score of 74, below the industry average. David VanAmburg, Managing Director at the ACSI, says “There’s nothing particularly ‘plus’ about Apple TV+.”
AT&T TV Now saw an increase of 4% to 72. Sling TV dropped 4% to 71. Walmart’s Vudu dropped 4% to 72, Showtime stayed at 71, and Crackle came in at 68.
“With stay-at-home and work-from-home becoming a new normal for many American households, the services offered by major telecommunications companies are more crucial than ever before,” says VanAmburg. “Fortunately, many telecom companies laid the groundwork before the pandemic, offering their customers better services compared to last year.”
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