Latest news with #ACSI
Yahoo
2 hours ago
- Business
- Yahoo
DraftKings Makes Royal Debut in Online Sports Betting and iGaming Industry, While Bluesky Receives Highest Social Media Score Ever, ACSI Data Show
ANN ARBOR, Mich., July 22, 2025--(BUSINESS WIRE)--According to the American Customer Satisfaction Index (ACSI®) Entertainment Study 2025, video streaming stumbles 1% to a score of 78 (on a 100-point scale). Social media (74) and subscription TV (70) are unchanged, and online sports betting and iGaming debuts with an ACSI score of 76. While satisfaction with digital entertainment is mostly steady, these industries must find new ways to add value and variety to keep customers happy in an uncertain economy. "Right now, we face a critical inflection point across digital entertainment and betting platforms," says Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. "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." Paramount+, Peacock, and YouTube Premium share video streaming lead Three brands — Paramount+, Peacock, and YouTube Premium — sit atop the video streaming industry with scores of 80 apiece. The former improves 3% year over year, while the latter two are unchanged. All three leading platforms receive strong scores for overall quality and value. Last year's leader Amazon Prime Video slides 4% to meet Netflix (unchanged) at 79. HBO Max (unchanged) and Hulu (down 1%) are next at 78 each, followed by three platforms with scores of 77: Apple TV+ (down 3%), Hulu + Live TV (unchanged), and YouTube TV (up 1%). ESPN+ tumbles 8% to 69, finishing last. While it exclusively offers sports content, its catalog is limited, especially compared to platforms that pair live sports with original programming and full libraries. It only offers limited NFL coverage, and MLB will be done on the platform after the 2025 season. Along with the overall drop in industry satisfaction, all aspects of the customer experience show small declines or no change. Mobile app quality remains the highest-rated aspect of the customer experience despite slipping from 86 to 85. The range of sports programming is the lowest-rated metric by a wide 5-point margin. "As streaming price increases surpass inflation, brands must manage the dynamic between the quality of their service and its cost," adds Morgeson. "In an already saturated market, video streaming services will need to find a balance between preserving a broad appeal and offering a unique experience at a price point that resonates with both old and new subscribers." The device matters … and so does optionality ACSI finds that the device consumers use for streaming impacts the overall experience. Consumers that use a smart TV or a dedicated streaming device are the most satisfied with scores of 80. The least satisfied are smart TV box users at 74. Additionally, many consumers subscribe to both video streaming and traditional subscription TV — and these cord-stackers are the most satisfied at 80. Cord-cutters, who have given up subscription TV, follow with an ACSI score of 79. Verizon Fios maintains stronghold on subscription TV While several brands show significant movement, both positive and negative, the top of the leaderboard remains unaffected. Verizon Fios decisively defends its number-one spot with an ACSI score of 78, widening its lead following a 4% year-over-year improvement. Spectrum posts the largest gain, jumping 5% to second place among the reported brands at 69, while Xtream tumbles 7% to a score of 62, sharing last place with Optimum (unchanged). Like video streaming, all customer experience metrics for the subscription TV industry decline or remain stagnant. Picture quality and mobile app quality top the list at 81 apiece. Call center satisfaction is dead last, unchanged at 68. Customer service metrics like the courtesy and helpfulness of staff and the speed of transaction are among those that experience multipoint declines. DraftKings wears the online sports betting and iGaming crown DraftKings (78) edges out BetMGM (77) and FanDuel (76) in the industry's inaugural measurement. These three operators have put a modest gap between themselves and ESPN BET and Fanatics, each scoring 73. Caesars, the final reported brand, finishes last with a score of 69. Mobile app quality tops the list of customer experience benchmarks at 80 — which shouldn't be surprising considering online sports betting and casino games rely heavily on the mobile user experience. Several other fundamentals — mobile app reliability, privacy, and ease of navigation — are just a point lower at 79 apiece. In an industry poised for exponential growth, operators are battling to find ways of providing an engaging experience with high-tech resources, access to valuable information, personalization, and helpful tools. New AI integrations that assist players in their wagering strategies and the option to use cryptocurrencies for payment, for instance, are just some of the ways companies are trying to differentiate themselves and bring in more users. Bluesky makes a big statement in the social media space Bluesky debuts with the highest ACSI score ever recorded in the social media industry at 82. It leads second-place Pinterest (up 5%) and YouTube (up 1%) by 4 points. The fact that Bluesky has not yet introduced ads certainly works in its favor. The decentralized platform has so far maintained its "friendlier" reputation with users despite the inevitable moderation issues that accompany massive influxes of users. One of the other newcomers, Nextdoor, finishes at the other end of the spectrum with a score of 64. It trails the next lowest-rated sites, Facebook and Truth Social, by 6 points. Although Nextdoor can be a great place to organize neighborhood events or find a sitter, it can also become a platform for neighborhood squabbles and intrusive advertising. Several brands outside of Pinterest show substantial satisfaction gains this year, Snapchat and X each jump 6% to 72 and 73, respectively. Pinterest's efforts to improve both personalization and its user interface are helping secure a new demographic of young users. Snapchat's gain comes from usability improvements to its platform and a return to its messaging and picture-sharing roots. X's improvement is driven in part by changes to the composition of its user base after many left for Bluesky. Contrary to other industries covered in this study, several customer experience metrics improve for social media. Despite ranking at the bottom of the list, ad-related metrics account for much of the positive momentum, alongside key usability metrics. Privacy, relevance of content, and ease of uploading and editing photos and videos are among the metrics that decline. Moving forward, social media networks should focus on finding a balance between ads, targeted content, and user-selected content while increasing perceptions of privacy. The ACSI Entertainment Study 2025 is based on 24,879 completed surveys. 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. Download the full study and follow the ACSI on LinkedIn and X at @theACSI. No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of ACSI LLC. About the ACSI The American Customer Satisfaction Index (ACSI®) has been a national economic indicator for over 25 years. It measures and analyzes customer satisfaction with about 400 companies in about 40 industries and 10 economic sectors, including various services of federal and local government agencies. Reported on a scale of 0 to 100, scores are based on data from interviews with roughly 200,000 customers annually. For more information, visit ACSI and its logo are Registered Marks of American Customer Satisfaction Index LLC. View source version on Contacts Christian Rizzochristian@
Business Wire
a day ago
- Business
- Business Wire
DraftKings Makes Royal Debut in Online Sports Betting and iGaming Industry, While Bluesky Receives Highest Social Media Score Ever, ACSI Data Show
BUSINESS WIRE)--According to the American Customer Satisfaction Index (ACSI ®, video streaming stumbles 1% to a score of 78 (on a 100-point scale). Social media (74) and subscription TV (70) are unchanged, and online sports betting and iGaming debuts with an ACSI score of 76. The winners in this increasingly competitive environment will be the ones who can seamlessly integrate technological innovation, personalized engagement, and clear value propositions. Share While satisfaction with digital entertainment is mostly steady, these industries must find new ways to add value and variety to keep customers happy in an uncertain economy. 'Right now, we face a critical inflection point across digital entertainment and betting platforms,' says Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. '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." Paramount+, Peacock, and YouTube Premium share video streaming lead Three brands — Paramount+, Peacock, and YouTube Premium — sit atop the video streaming industry with scores of 80 apiece. The former improves 3% year over year, while the latter two are unchanged. All three leading platforms receive strong scores for overall quality and value. Last year's leader Amazon Prime Video slides 4% to meet Netflix (unchanged) at 79. HBO Max (unchanged) and Hulu (down 1%) are next at 78 each, followed by three platforms with scores of 77: Apple TV+ (down 3%), Hulu + Live TV (unchanged), and YouTube TV (up 1%). ESPN+ tumbles 8% to 69, finishing last. While it exclusively offers sports content, its catalog is limited, especially compared to platforms that pair live sports with original programming and full libraries. It only offers limited NFL coverage, and MLB will be done on the platform after the 2025 season. Along with the overall drop in industry satisfaction, all aspects of the customer experience show small declines or no change. Mobile app quality remains the highest-rated aspect of the customer experience despite slipping from 86 to 85. The range of sports programming is the lowest-rated metric by a wide 5-point margin. 'As streaming price increases surpass inflation, brands must manage the dynamic between the quality of their service and its cost,' adds Morgeson. 'In an already saturated market, video streaming services will need to find a balance between preserving a broad appeal and offering a unique experience at a price point that resonates with both old and new subscribers.' The device matters … and so does optionality ACSI finds that the device consumers use for streaming impacts the overall experience. Consumers that use a smart TV or a dedicated streaming device are the most satisfied with scores of 80. The least satisfied are smart TV box users at 74. Additionally, many consumers subscribe to both video streaming and traditional subscription TV — and these cord-stackers are the most satisfied at 80. Cord-cutters, who have given up subscription TV, follow with an ACSI score of 79. Verizon Fios maintains stronghold on subscription TV While several brands show significant movement, both positive and negative, the top of the leaderboard remains unaffected. Verizon Fios decisively defends its number-one spot with an ACSI score of 78, widening its lead following a 4% year-over-year improvement. Spectrum posts the largest gain, jumping 5% to second place among the reported brands at 69, while Xtream tumbles 7% to a score of 62, sharing last place with Optimum (unchanged). Like video streaming, all customer experience metrics for the subscription TV industry decline or remain stagnant. Picture quality and mobile app quality top the list at 81 apiece. Call center satisfaction is dead last, unchanged at 68. Customer service metrics like the courtesy and helpfulness of staff and the speed of transaction are among those that experience multipoint declines. DraftKings wears the online sports betting and iGaming crown DraftKings (78) edges out BetMGM (77) and FanDuel (76) in the industry's inaugural measurement. These three operators have put a modest gap between themselves and ESPN BET and Fanatics, each scoring 73. Caesars, the final reported brand, finishes last with a score of 69. Mobile app quality tops the list of customer experience benchmarks at 80 — which shouldn't be surprising considering online sports betting and casino games rely heavily on the mobile user experience. Several other fundamentals — mobile app reliability, privacy, and ease of navigation — are just a point lower at 79 apiece. In an industry poised for exponential growth, operators are battling to find ways of providing an engaging experience with high-tech resources, access to valuable information, personalization, and helpful tools. New AI integrations that assist players in their wagering strategies and the option to use cryptocurrencies for payment, for instance, are just some of the ways companies are trying to differentiate themselves and bring in more users. Bluesky makes a big statement in the social media space Bluesky debuts with the highest ACSI score ever recorded in the social media industry at 82. It leads second-place Pinterest (up 5%) and YouTube (up 1%) by 4 points. The fact that Bluesky has not yet introduced ads certainly works in its favor. The decentralized platform has so far maintained its 'friendlier' reputation with users despite the inevitable moderation issues that accompany massive influxes of users. One of the other newcomers, Nextdoor, finishes at the other end of the spectrum with a score of 64. It trails the next lowest-rated sites, Facebook and Truth Social, by 6 points. Although Nextdoor can be a great place to organize neighborhood events or find a sitter, it can also become a platform for neighborhood squabbles and intrusive advertising. Several brands outside of Pinterest show substantial satisfaction gains this year, Snapchat and X each jump 6% to 72 and 73, respectively. Pinterest's efforts to improve both personalization and its user interface are helping secure a new demographic of young users. Snapchat's gain comes from usability improvements to its platform and a return to its messaging and picture-sharing roots. X's improvement is driven in part by changes to the composition of its user base after many left for Bluesky. Contrary to other industries covered in this study, several customer experience metrics improve for social media. Despite ranking at the bottom of the list, ad-related metrics account for much of the positive momentum, alongside key usability metrics. Privacy, relevance of content, and ease of uploading and editing photos and videos are among the metrics that decline. Moving forward, social media networks should focus on finding a balance between ads, targeted content, and user-selected content while increasing perceptions of privacy. The ACSI Entertainment Study 2025 is based on 24,879 completed surveys. 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. Download the full study and follow the ACSI on LinkedIn and X at @theACSI. No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of ACSI LLC. About the ACSI The American Customer Satisfaction Index (ACSI ®) has been a national economic indicator for over 25 years. It measures and analyzes customer satisfaction with about 400 companies in about 40 industries and 10 economic sectors, including various services of federal and local government agencies. Reported on a scale of 0 to 100, scores are based on data from interviews with roughly 200,000 customers annually. For more information, visit ACSI and its logo are Registered Marks of American Customer Satisfaction Index LLC.
USA Today
01-07-2025
- Business
- USA Today
Sparklight internet plans and prices
Sparklight internet, formerly known as CableOne, is a cable internet provider offering service in 21 states. Sparklight offers a wide range of plan options, so you should be able to find a Sparklight internet plan that's suitable for your household internet needs. Sparklight cable internet plans range in download speeds from 100 Mbps up to 1 Gbps. Currently, Sparklight is rolling out its fiber internet offerings in eight cities across both Arizona and Texas. If you live in one of those areas and have an ultra-connected home, a fiber plan may be worth considering to avoid any lag or buffering. Customers rated the provider highly in the 2025 American Customer Satisfaction Index (ACSI), with Sparklight and Spectrum tying for third place. Read on to learn if Sparklight home internet is right for you. Top Sparklight cable internet plans Sparklight cable markets offer internet plans with speeds from 100 Mbps to 1 GB, starting at $41.95 a month. Sparklight is rolling out fiber internet options, currently in eight areas of Texas and Arizona combined. Which Sparklight plan is right for you? Sparklight has multiple internet tiers that can work well for light, average or ultra-connected homes. Sparklight cable also offers business internet and prepaid plans. Determine your required speed and a comfortable budget with the help of our analysis here. Sparklight 100 Mbps This is Sparklight's most basic plan, and it's best for households with light internet use. It has download speeds of up to 100 Mbps and upload speeds of up to 20 Mbps. Pros: Cons: Sparklight 300 or 600 Mbps Sparklight's middle-tier plans are good for online activities that need average to medium-high speed or households with around 10 devices connected at one time. Pros: Cons: Sparklight 1 Gig This is Sparklight's fastest and most expensive cable internet plan. Pros: Cons: Sparklight fiber internet plans Sparklight fiber internet plans are only available in eight communities across Arizona and Texas. Fiber plans have equal download and upload speeds, making them ideal for those who need to upload videos, large files, photos and more. Sparklight offers fiber internet plans ranging from download/upload speeds of 300/300 Mbps to 6,000/6,000 Mbps. Check here to see if Sparklight offers fiber plans in your area. Sparklight internet availability Sparklight is available in 21 states, including: Alabama, Arizona, Arkansas, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Louisiana, Minnesota, Mississippi, Missouri, Nebraska, New Mexico, North Dakota, Oklahoma, Oregon, South Carolina, Tennessee and Texas. Sparklight fiber is being rolled out in parts of the following communities: Sparklight additional fees You may be charged fees for the following: Sparklight internet bundles Sparklight offers bundle deals for TV, internet and mobile. Sparklight vs. top competitors Other internet service providers (ISPs) commonly found in the same area as Sparklight include fiber providers, 5G internet and satellite service. Sparklight pricing is lower than most of its providers and often has some of the cheapest internet plans in its market regions. Sparklight customer service Sparklight bill pay Frequently asked questions Sparklight cable internet prices range from around $42 to $65 a month for its starting prices, with autopay and paperless billing discounts applied. Prices vary and may change at any time. Sparklight is primarily a cable internet provider in 21 states; however, it is currently rolling out fiber internet offers in eight communities across Arizona and Texas. Contributing: Lisa Iscrupe, Hannah Whatley, Allconnect
USA Today
23-06-2025
- Business
- USA Today
AT&T Internet: Top plans, pricing and speeds
AT&T — the largest U.S. fiber internet provider — is known for its reliable fiber network offering equal upload and download speeds up to 5,000 Mbps (5 GB).* These fast download speeds make AT&T fiber plans a great option if you live in an ultra-connected home with 20 or more connected wireless devices. AT&T home internet plans are available in 22 states, with AT&T Fiber in cities and suburbs and AT&T wireless/copper in rural areas. Copper plans have slower download speeds than fiber. You may also be able to bundle your home internet plan with AT&T Mobile or DIRECTV. AT&T Wi-Fi rated According to the latest data from the American Customer Satisfaction Index (ACSI), AT&T earned the highest customer satisfaction ranking for fiber internet services, above Google Fiber, Verizon Fios and Frontier Fiber. Here's what you need to know about AT&T home internet plans. Top AT&T internet plans and prices With AT&T's range of speeds, prices and technologies from fiber to 5G, there's a plan that suits your needs, no matter your usage or preferences. Guide to AT&T internet plans Here's a deeper look into some of the most popular AT&T home internet plans. AT&T Internet 300, 500 or 1 Gig Pros: Cons: AT&T Internet 2 Gig or 5 Gig Pros: Cons: AT&T Fiber 5 Gigabit plans include premium equipment upgrade, Wi-Fi 7 gateway, AT&T Active Armor advanced internet security and AT&T Extended Wi-Fi Coverage Service. AT&T Internet This is one of AT&T's rural internet options. Pros: Cons: AT&T Internet Air AT&T Internet Air is AT&T's fixed wireless, or 5G, home internet option. Pros: Cons: Best AT&T internet deals AT&T Fiber vs. top internet providers Here's how AT&T Fiber compares to other top internet service providers*. AT&T internet features AT&T internet offers value with additional features in certain packages, includingenhanced security, VPN access and access to public hotspots. AT&T ActiveArmor AT&T Wi-Fi Hot Spots AT&T has hundreds of Wi-Fi Hot Spots located in retail stores, restaurants, airportsand more. How reliable is AT&T internet? According to a 2024 report, AT&T provides speed consistency at 95.3%, meaning customers experience minimal internet downtime and highly reliable Wi-Fi. AT&T is the fastest internet service provider (based on median speeds) and 27% faster than the next closest competitor. Low-cost home internet with AT&T AT&T Access is low-cost internet from AT&T Fiber for $30 a month with no equipment fees, deposits or contracts. Wi-Fi and installation included. AT&T availability AT&T is available in these 22 states: Alabama, Arizona, Arkansas, California, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Missouri, Nevada, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas and Wisconsin. AT&T Fiber lines comprise a quarter of its overall coverage area, and the rest consists of fixed wireless and copper services. Because fiber infrastructure is expensive, it is mainly found in cities and suburban areas. That said, AT&T is continually working to expand its fiber network. Can you bundle AT&T internet? AT&T partners with DIRECTV for TV and internet bundles. DIRECTV can provide TV service with streaming or with a satellite. The streaming version offers fewer live channels, but you can opt for a satellite to get the maximum number of channels. Below are a couple AT&T bundle offers: AT&T customer service AT&T earned the highest ranking from ACSI for fiber internet services, above Google Fiber, Verizon Fios and Frontier Fiber. AT&T also ranked high in non-fiber internet services, coming in second to T-Mobile. Fiber connections are higher-speed and consistent than copper lines, which is likely why AT&T Fiber customers reported more satisfaction with their internet service than those in AT&T's copper line coverage zones. Frequently asked questions How much you'll pay monthly for AT&T home internet will depend on your plan, speed, location and any discounts you qualify for, like bundling discounts. For example, AT&T Fiber 1 Gig plan prices start at $80 a month, plus taxes and fees. The fastest AT&T home internet plan is AT&T Fiber 5 Gig. This plan has download and upload speeds of 4,700 Mbps. If you have an ultra-connected smart home, this plan may make sense for you. AT&T Fiber 5 Gig plans start at $245 a month, plus taxes and fees. AT&T Fiber 5 Gigabit plans include premium equipment upgrade, Wi-Fi 7 gateway, AT&T Active Armor advanced internet security and AT&T Extended Wi-Fi Coverage Service. AT&T Access plans start at $30 a month, but you must meet income-related requirements to qualify. Check the full list of requirements here. Contributing: Lisa Iscrupe, Hannah Whatley, Allconnect
Miami Herald
20-06-2025
- Business
- Miami Herald
McDonald's secures honor no restaurants wants
America's restaurant industry is at a post-pandemic crossroads, grappling with rising prices, shifting consumer habits, and the relentless march of digital transformation. Both independent eateries and well-known chains have been suffering and closing rapidly, and there doesn't seem to be one reason for failure or recipe for success. Don't miss the move: Subscribe to TheStreet's free daily newsletter Yet, as the latest 2025 American Customer Satisfaction Index (ACSI) Restaurant and Food Delivery Study reveals, the biggest names in the business often fall short where it matters most: customer satisfaction. While large chains dominate the landscape in terms of sales and visibility, their sheer scale doesn't always translate to happy customers. In fact, the ACSI study shows that many of the industry's largest players - especially in the quick-service and food delivery sectors - routinely fall behind smaller rivals in customer satisfaction scores. For example, the quick-service restaurant (QSR) sector maintained a customer satisfaction score of 79 out of 100. Chick-fil-A led the survey for the 11th year in a row, scoring 83. McDonald's, Wendy's, and Taco Bell failed to make the top tier, overshadowed by regional favorites and smaller brands that have made strides in customer service. McDonald's earned the worst ACSI score (70), but ACSI analysts believe the chain's new efforts to speed up research and development needed to drive faster technology and menu changes could reverse the company's slide. Raising Cane's and Wingstop, relative newcomers compared to some names on the list, are gaining ground by focusing on a limited menu, quality, and digital engagement even as they grow. The full-service segment tells a similar story. Texas Roadhouse, a chain that emphasizes local flair and attentive service, topped the list with an 84. Olive Garden and LongHorn Steakhouse also performed well, but many other big names struggled. Chili's, for example, saw its score drop by 3%, while Buffalo Wild Wings and Denny's posted some of the lowest satisfaction ratings in the sector. Related: Trader Joe's rivals could learn a lesson from the cult favorite company What's driving the gap? "Large chains often face challenges maintaining consistency and personal touch as they expand. Customers notice when service feels impersonal or when digital experiences don't match up to expectations," said Associate Professor of Marketing at Michigan State University and ACSI's Director of Research Emeritus, Forrest Morgeson, in an announcement. Digital ordering and delivery have become critical to the restaurant experience, but the biggest brands are stumbling here, too. The nationwide chains rely on digital platforms for ordering and delivery, but the third-party services may make it difficult for them to provide a seamless or consistent experience. Satisfaction is highest among dine-in customers (83), but falls for carry-out (79) and drops even further for delivery (74). The complexity of scaling digital operations appears to be a stumbling block for many industry leaders. Perhaps nowhere are the challenges facing big brands more evident than in food delivery. While the sector as a whole improved slightly to a satisfaction score of 74, smaller delivery brands outperformed the giants. Uber Eats scored 75, while DoorDash and Grubhub each managed only 73. Chick-fil-A also led in the South and West and tied with Culver's in the Midwest, while Starbucks took the Northeast. In the burger category, Culver's edged out Burger King; in pizza, Papa Johns and Pizza Hut came out on top - demonstrating that even within categories, the biggest names don't always win. As the restaurant industry faces economic headwinds and changing consumer expectations, the ACSI survey makes one thing clear: being big isn't enough. Customers want quality, consistency and a personal touch. These are areas where smaller or regional brands can beat out the big nationwide chains. Related: Trader Joe's making huge mistake not copying Walmart, Target The Arena Media Brands, LLC THESTREET is a registered trademark of TheStreet, Inc.
