iGaming, sports betting surpasses social media, TV subscription on customer satisfaction survey
This is the first year gaming categories were part of the ACSI Entertainment Study.
Key Points
- The study examined customer satisfaction with six iGaming and sports betting operators
- DraftKings received the highest score this year
The American Customer Satisfication Index (ACSI) has released its entertainment study for 2025. This year, the report included sports betting and online gaming scores.
According to the results, iGaming and sports betting received an overall score of 76, based on a 100-point scale. Sports wagering and iGaming received a higher score on the study than social media and subscription TV, which scored 74 and 70 respectively.
ACSI Director of Research Emeritus and Associate Professor of Marketing at Michigan State University Forrest Morgeson 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. The winners in this increasingly competitive environment will be the ones who can seamlessly integrate technological innovation, personalized engagement, and clear value propositions.”
The study also broke down measurements based on sports betting and iGaming operators.
ACSI research looked at six operators, including Caesars, ESPN Bet, Fanatics, FanDuel, DraftKings and BetMGM.
DraftKings received a score of 78, the highest out of the group. BetMGM and FanDuel grabbed the second and third place spots for customer satisfaction, with respective scores of 77 and 76.
Mobile app quality was scored at 80 on the survey, something the ACSI noted was not surprising.
According to ACSI, the Entertainment Study 2025 compiled data from nearly 25,000 completed surveys.
The group further explained its research process by saying, “For the subscription TV and video streaming industries, customers were chosen at random and contacted via email between April 2024 and June 2025.
“For online sports betting and iGaming, customers were contacted between November 2024 and June 2025, while social media users were contacted between July 2024 and June 2025.”
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