Which Streaming Services Rank Best for Customer Satisfaction?




Streaming tv and remoteIf you’re deciding on a new streaming service, there’s certainly no shortage of options these days. And as more and more companies draw fences around their content and set up their own services, the market only gets more fragmented.  

So what service is the best? Of course, that depends. While a number of factors go into choosing a streaming service, what’s ultimately most important to each person varies.

For the sake of some analysis though, let’s dive into a recent study from Hub Entertainment Research – one of the biggest names in entertainment research.

In their 2020 “Connected Home Report,” Hub surveyed people about their feelings regarding various streaming services. The biggest seven on-demand services were a part of this study: Netflix, Hulu, Amazon Prime, HBO Now, CBS All-Access, Disney+, and Apple TV+. 

This survey was conducted in March 2020 among 5,000 people aged 16-74. The data is weighted to reflect US Census information, meaning it should fairly represent the total population.

Survey respondents were asked four questions about individual streaming services they subscribe to, including how easy it is to use, the variety of content, the overall value, and overall satisfaction.

Right out of the gate, one thing is clear: Disney+ is here to compete. Their scores tied them for first place with Netflix, the well-established, biggest name in the game.

Netflix took first place in one category, Disney+ took first in another, and the two tied at the top in the remaining two. 

68% of people said Netflix was “Very Easy to Use” with 67% of Disney+ users saying the same. Hulu and Apple TV+ came in at 59% with Amazon Prime, CBS All-Access, and HBO Now in the 49% to 54% range.

When asked to rate the variety/selection of content, both Netflix and Disney+ had 53% of people give a rating of “Excellent” – the highest possible. 46% gave that score to Apple TV+, 45% to Hulu, 41% to HBO Now, 38% to CBS All-Access. Amazon Prime finished last in content approval with 37%.

Overall value saw about the same breakdown with exactly 43% of people giving Netflix and Disney+ “Very High” ratings. Both Apple TV+ and Hulu had 39% approval here with Amazon Prime at 35%, HBO Now at 32%, and CBS All-Access at 32%.

And for perhaps the most important question, “How would you rate your overall satisfaction,” Disney+ comes out on top with a narrow edge of 54% “Very High” approval compared to 52% for Netflix. Apple TV+ has a good showing here at 49%, Hulu with 46%, and Amazon Prime with 41%. HBO Now at 40% approval and CBS All-Access at 35%

A few things jump out from these results:

  • Disney+, the newest service in this study, ranked higher than any other service in terms of overall satisfaction and just as high as Netflix in nearly every other category. 
  • Only about a third of Amazon Prime subscribers gave their content variety the highest rating
  • Less than a third of CBS All-Access customers are completely satisfied with the service’s overall value for the money
  • Users find Netflix and Disney+ the easiest services to use by a fair majority over their competitors

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