The American Customer Satisfaction Index (ACSI) included online gambling in its annual study for the first time, surveying nearly 25,000 customers from November 2024 to June 2025.
For the first time, iGaming player “happiness” was surveyed by the American Customer Satisfaction Index (ACSI), the only national cross-industry measure of customer satisfaction that accurately reflects the US economy. With its first score of 76 out of 100, the segment outperformed social media (74) and TV subscriptions (70) but can’t compare to streaming services (78), which fell 1%.
Although consumer contentment with digital entertainment is generally stable, these sectors need to come up with innovative ways to offer value and diversity in order to maintain consumer satisfaction in an unpredictable economy.
In its first measurement, DraftKings (78) surpasses BetMGM (77) and FanDuel (76). With 73 points apiece, these three operators have closed the distance between themselves and ESPN BET and Fanatics. With a final reported brand score of 69, Caesars comes in last.
Given how much online sports betting and casino activities depend on the mobile user experience, it should come as no surprise that mobile app quality ranks highest among customer experience criteria at 80. At 79 apiece, a number of other essentials, including mobile app dependability, privacy, and usability, are only one point lower.
