For the First Time, U.S. Players Rate Satisfaction with iGaming Platforms
The American Customer Satisfaction Index (ACSI) has included online gambling in its annual survey for the first time, polling nearly 25,000 customers between November 2024 and June 2025.
iGaming and Online Betting Satisfaction Results
iGaming made its debut with a score of 76 out of 100, outperforming TV subscriptions (70) and social media (74), but slightly trailing streaming services (78).
Ratings by Popular Operators
| Operator | ACSI Score |
|---|---|
| DraftKings | 78 |
| BetMGM | 77 |
| FanDuel | 76 |
| Fanatics | 73 |
| ESPN BET | 73 |
| Caesars | 69 (lowest score) |
What Sets DraftKings Apart
DraftKings topped the iGaming operator rankings, earning the highest satisfaction score. The company’s leadership is attributed to app reliability, mobile app quality, and innovative features such as personalization and cryptocurrency support.
Key Drivers of Customer Satisfaction
- Mobile app quality — 80 points
- Ease of navigation and app reliability — 79 points
- Data security and privacy — 79 points
The study found that mobile app quality is the leading factor for players when choosing an operator. As users primarily place bets and play via smartphones, ease of use and stability are crucial to the experience.
iGaming Player Preferences
The research also identified user behavior and preferences:
- 42% use sports betting only
- 25% use both sports betting and online casino games
- 33% play online casino games exclusively
Sports betting received slightly higher satisfaction (76 points) than online casinos (73 points).
Comparison with Other Digital Entertainment Categories
Streaming Services
| Platform | ACSI Score |
|---|---|
| Paramount+, Peacock, YouTube Premium | 80 |
| Amazon Prime Video, Netflix | 79 |
| HBO Max, Hulu | 78 |
| Apple TV+, Hulu + Live TV, YouTube TV | 77 |
| ESPN+ | 69 |
Video streaming averaged a score of 78. Platforms offering diverse content and reliable performance led the rankings.
Social Media Platforms
Bluesky made a strong debut with 82 points, outperforming Pinterest (78) and YouTube (78). Its success is largely due to the ad-free experience and user-friendly design.
On the other hand, Nextdoor scored just 64, ranking below Facebook and Truth Social.
Devices and Satisfaction Levels
| Device | ACSI Score |
|---|---|
| Smart TVs and streaming devices | 80 |
| Set-top boxes | 74 |
So-called “cord-stackers” — users who combine traditional TV with streaming subscriptions — reported higher satisfaction, averaging 80 points.
Conclusions and Outlook
According to ACSI, in a competitive market, success will favor operators that combine strong technology, a seamless user interface, transparent policies, and secure operations.
Emerging features like cryptocurrency support and AI-powered tools are being adopted to attract and retain users.
With brand loyalty concentrated among a few providers, and mobile experiences being a top priority, online gambling is shaping up to be one of the most dynamic segments in the digital entertainment space.