Rising power
The inclusion of iGaming in the American Customer Satisfaction Index (ACSI) Entertainment Study for the first time has revealed the rising power of sports betting and online casino brands in the US.
challenging established US household names
The ACSI took to X Tuesday to share its 2025 Entertainment Study, which found that the likes of BetMGM and FanDuel are challenging established US household names like Amazon and Netflix for app brand affection:
The study straddled multiple economic sectors, including video streaming services, television subscriptions, online travel agencies, social media platforms, and online gambling apps.
DraftKings emerged as top of the iGaming survey sector with an ACSI score of 76 out of 100 for customer satisfaction.
Considering Netflix’s ACSI score was 79, the same total as its rival Amazon Prime Video, DraftKings’ score reveals how gambling apps are hitting all the right notes with customers.
iGaming flexes muscles
The ACSI, the sole multiple-industry measurement of customer satisfaction representing the US economy, completed interviews via email with 24,879 customers for the 2025 index.
While FanDuel leads the US iGaming operator pack in terms of revenue, it lagged behind not only DraftKings with its 76 ACSI score, but also BetMGM at 77.
The debut of iGaming on The ACSI index was the talk of the survey with its high inaugural score, with video streaming down 1% on 2024, and customer satisfaction for social media platforms and subscription TV staying the same as last year’s survey.
mobile app quality scored 80
For the almost 25,000 people surveyed, the quality of a mobile app was the leading factor behind their choice of service. Mobile app quality scored 80, while “ease of navigation and reliability of the apps” came next at 79.
According to an ACSI press release: “Online sports betting and casino games rely heavily on the mobile user experience, so it is unsurprising that mobile app quality tops the list of customer experience benchmarks.”
Sportsbooks edge casino
According to the survey, sportsbook customers returned an ACSI score of 76, making the vertical three points stronger for satisfaction than online casino, which scored 73.
The ACSI posited that user autonomy and the customizability of sports betting apps could be responsible for them having the edge on iCasino.
