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Amazon’s Prime Video Tops Customer Satisfaction Ranking

(Photo from Shutterstock/M_Agency)

Stephanie Prange

Amazon’s Prime Video streaming service ranked first place among video streaming services in a new customer satisfaction study by the American Customer Satisfaction Index.

Prime Video posted a customer satisfaction score of 80 (out of 100), an 8% jump from last year, displacing Disney+ for the top spot. Disney+ fell 3% this year, placing it in the industry’s bottom three.

Peacock moved into second place following a 10% increase to 79.

Netflix (up 5%) tied for third place, alongside Hulu (up 4%), Paramount+ (up 1%) and ACSI newcomer YouTube Premium at a score of 78.

HBO Max, now relaunched as Max, scored 77 (up 5%), followed by Apple TV+ (up 10%) and Disney+, both at 76. ESPN+ sat near the bottom of the industry after slipping 1% to 72, but Crackle finished last despite improving 1% to 70.

Meanwhile, Hulu + Live TV debuted atop the live TV apps with an ACSI score of 80. Sling TV (up 6%) and YouTube TV (down 1%) both scored 76, while DirecTV Stream stumbled 5% to a score of 72.

The video streaming industry, which includes both streaming apps (77) and live TV apps (76), improved 4% to an ACSI score of 77. The smaller group of streaming and live TV apps overall dipped 4% to 75.

Meanwhile, the performance quality and offerings of streaming services all increased in customer satisfaction, including the number of and availability of TV shows and movies.

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