US-basediGaming company, DraftKings, secures the title of top client satisfaction in the United States, rivaling estimable names like Netflix.
In the latest American Customer Satisfaction Index (ACSI) Entertainment Study, online sports betting and casino apps have made a significant impact, with high customer satisfaction scores that have put them in a strong position against rivals in the entertainment sector.
DraftKings, a prominent player in the iGaming market, led the satisfaction rankings with a commendable score of 78. This high score indicates that gambling apps are hitting all the right notes with customers, as they excel in key areas such as app quality, usability, and user-friendly navigation.
The ACSI survey evaluated these categories, recognising their importance in user satisfaction for online gambling apps. Other notable brands, such as BetMGM and FanDuel, also demonstrated strong performances, challenging established US household names. FanDuel, for instance, received an ACSI score of 77.
The study, which covered multiple economic sectors including video streaming services, television subscriptions, online travel agencies, social media platforms, and online gambling apps, found that users of online sports betting and casino apps show strong loyalty to a limited number of platforms. This loyalty signifies a positive experience and brand trust that contribute to higher satisfaction.
Experts emphasised the demand for "comprehensive, intuitive experiences that respect their time and wallet," indicating that personalisation, innovation, and delivering clear value propositions directly impact satisfaction. Privacy considerations also played a significant role, with high privacy standards contributing positively to customer satisfaction.
The findings suggest a rising power for sports betting and online casino brands in the US. In fact, the inaugural iGaming score on the ACSI index was higher than the 1% decrease in video streaming customer satisfaction from 2024. This indicates that iGaming brands are performing well in customer satisfaction, even outperforming some established giants like Amazon and Netflix.
The emphasis on technological innovation, easy-to-use interfaces, privacy protection, and building user loyalty underpins the strong satisfaction seen in top platforms like DraftKings, BetMGM, and FanDuel. The ACSI 2025 Entertainment Study, based on interviews with 24,879 customers, highlights the importance of these factors in the success of iGaming apps.
In summary, iGaming apps' high customer satisfaction derives from quality app design, user-friendly navigation, strong privacy practices, personalised and valuable experiences, and customer loyalty to trusted brands. These factors combined explain why online sportsbook and iGaming apps scored 76 on a 100-point scale, debuting above categories like social media and subscription TV but below some other entertainment sectors such as video streaming and restaurants.
Technology and sports intertwine as key factors in the success of online sports betting and casino apps, with their comprehensive, intuitive experiences and strong privacy standards outperforming established giants like Amazon and Netflix in the latest American Customer Satisfaction Index (ACSI) Entertainment Study. Entertainment, meanwhile, thrives in these apps as they offer entertaining, user-friendly navigation, proving that they are not just about gambling but also about providing amusement.
