Netflix customer satisfaction dropped in 2020

The subscription streaming world competition is heating up with the release of Disney+ and Apple TV+. Customers expect more from subscription streaming services and the numbers show it. Disney has been the strongest driver in customer satisfaction across the industry, while Netflix has lost its top position.

Summary of statistics

Netflix customer satisfaction dropped by 1% from 79% to 78% between 2019 to 2020, according to the American Customer Satisfaction Index. Meanwhile, Disney+ debuts at 80% customer satisfaction, outstripping Netflix as the top streaming service. Hulu, which is owned by Disney, has moved up by 1% to 77% nearly catching up with Netflix. Amazon prime video has remained at 76%.

Graph of year over year customer satisfaction in streaming providers

Winners

  1. Disney+ debuted as the top streaming provider at 80%
  2. Starz moved up 3% to 75% customer satisfaction
  3. Hulu went up 1% to reach 77%, continuing its year over year 1% increase since 2018

Losers

  1. Netflix went down 1% to 78% becoming number two on the chart
  2. Walmart’s Vudu went down 3% to 72%. This correlates with the sale of that service to Fandango Media earlier in 2020, which likely meant that Walmart reduced its investments in content and tech by the end of 2019
  3. Sling TV went down 3% to 71%

Sources

  1. Disney+ Makes Strong Statement, Leads All Telecom Companies in Customer Satisfaction; Xfinity Shows Most Improvement, ACSI Data Show
  2. American Customer Satisfaction Index — wiki article

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