US iGaming Satisfaction Falls 3% to 74 Points: ACSI

The American Customer Satisfaction Index (ACSI) published its annual Entertainment Study 2026, based on 30,886 surveys conducted between July 2025 and June 2026 among randomly selected customers across five entertainment segments, including online gambling, video streaming, pay TV, audio streaming, and social media. Scores were measured on a 0-100 scale.

Among online gambling operators, overall satisfaction declined across most major brands. BetMGM, DraftKings, and FanDuel each scored 74 points, down 4%, 5%, and 3% year-on-year respectively, while ESPN BET and Fanatics scored 72, each down 1%. Caesars scored 71, up 3%, and newcomer theScore Bet debuted with a score of 71. Satisfaction varied notably by player type: those using both betting and online casino verticals, representing 29% of respondents, scored operators highest at 78 points, compared to 75 among betting-only users (43% of respondents) and 70 among online casino-only users (29%). Satisfaction also varied by sport, with auto racing bettors reporting the highest score at 82, followed by golf and horse racing at 80, and football at 79.

According to the report's authors, operator product performance actually improved across nearly all measured dimensions, including loading speed and bet variety, both scoring 79 points and up 4% year-on-year, yet overall satisfaction declined because player expectations are rising faster than the improvements themselves. The score gap between operators narrowed sharply, from 9 points a year earlier to just 3, while the share of players using both betting and casino products grew from 25% to 29% year-on-year.