ACSI Survey Reveals Online Gaming Satisfaction Levels
The American Customer Satisfaction Index (ACSI) has released the findings of its latest survey, which involves online sportsbooks and casinos. Notably, this is the first time in 25 years that the ACSI has included online gaming in its study, providing valuable insights into customer satisfaction with platforms like DraftKings, FanDuel and BetMGM.
LISTEN TO THIS ARTICLE:The ACSI gathered feedback from nearly 25,000 customers through email interviews conducted over several months, concluding in June 2025. Specifically, the online gambling survey was conducted from November 2024 to June 2025.
According to the report, online sports betting and casinos scored 76 out of 100 points in customer satisfaction, ranking higher than services like travel agencies and rideshare apps (75), social media platforms and food delivery services (74) and subscription TV (70). In contrast, online gambling scored lower in customer satisfaction compared to other entertainment and hospitality sectors, including video streaming services (78), quick-service restaurants (79), full-service restaurants (82) and breweries (82).
The report highlighted that mobile app quality was the most crucial factor for participants, with a score of 80/100, followed closely by ease of navigation and reliability, both scoring 79/100. Further influencing factors included privacy (79), efficiency and payment integrations (77), and the usefulness of game notifications (77).
Satisfaction levels were marginally higher among sportsbook users (76) than online casino users (73). The report attributed the difference in satisfaction to the user control and customization options inherent in sports betting, noting that many operators provide a robust set of options and analytical tools for live sports wagering.
More Business News
DraftKings Ranks First
Despite FanDuel leading the U.S. market in revenue share, DraftKings topped the list in customer satisfaction with a score of 78. Surprisingly, BetMGM came second in the survey with 77, followed by FanDuel with 76.
ESPN Bet and Fanatics tied with a score of 73, while other sportsbooks, including Bet365, Hard Rock Bet and BetRivers scored 72. Caesars Sportsbook is the only one to fall short of the 70-point mark, scoring 69.
The report found that apps with high customer satisfaction scores also tend to have higher loyalty ratings and are more likely to be recommended.
While the report evaluated six online gambling brands by name, DraftKings, FanDuel, BetMGM, ESPN Bet, Fanatics, and Caesars, it grouped other operators like Bet365, BetRivers, and Hard Rock Bet together.
RELATED TOPICS: Business
Latest News
Regulation
Review this New Post
Leave a Comment
User Comments
Comments for ACSI Survey Reveals Online Gaming Satisfaction Levels