By India McCarty
Netflix might top the charts when it comes to viewer numbers, but there’s one category where it comes up short — customer service.
“This year’s [American Customer Satisfaction Index] survey puts three services in a tie for first place, each with a score of 80,” Investors.com reported. “They are Paramount Global’s (PARA) Paramount+, Comcast’s (CMCSA) Peacock and Alphabet’s (GOOGL) YouTube Premium.”
Peacock and YouTube’s scores were the same last year, but Paramount boosted its number by 3% from 2024.
Netflix came in fourth, with a score of 79, unchanged from last year, followed by HBO Max (78, unchanged), Hulu (78, down 1%) and Apple TV+ (77, down 3%). The biggest loser? Disney+, who went from 75 to 69 over the past year.
Three Video Streamers Top Netflix In Customer Satisfactionhttps://t.co/fhtGLmuooa
— Investors.com (@IBDinvestors) July 22, 2025
While some might be surprised that Netflix, the undisputed leader in the streaming wars, scored so low on customer satisfaction, others have been complaining about the company’s lackluster customer service for years.
In a 2024 Forbes article, tech writer Steve Andriole found that “64% of Netflix’s customers give the company a one star rating, [while] 11% give it two stars.”
“Despite all those working on how to improve experiences with new processes and technologies, customer experience is losing ground to cost management,” he wrote. “As is always the case, the business case for CX [customer experience] investments must spell revenue generation and/or cost management — no matter how amazing the new processes and technologies might be.”
Related: Are You Using One of the Most Popular Streaming Plans?
But Netflix isn’t the only streamer struggling to make their subscribers happy. As a whole, ACSI’s survey found that the satisfaction rate for video streaming as a whole dropped 1%, to a score of 78.
“Right now, we face a critical inflection point across digital entertainment and betting platforms,” Forrest Morgeson, an Associate Professor of Marketing at Michigan State University and the Director of Research Emeritus at the ACSI, said in a statement. “Consumers are no longer just seeking services. They’re demanding comprehensive, intuitive experiences that respect their time and wallet.”
He continued, “The winners in this increasingly competitive environment will be the ones who can seamlessly integrate technological innovation, personalized engagement, and clear value propositions.”
“As streaming price increases surpass inflation, brands must manage the dynamic between the quality of their service and its cost,” Morgeson concluded. “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.”
While many streaming services are focused on making strides in the technological space, ACSI’s survey is proof that these companies should be devoting a little more time to the nuts and bolts of customer service.
Read Next: Could Netflix’s Latest Deal Change the Relationship Between Streaming and Linear TV?
Questions or comments? Please write to us here.
- Content: +4Share:
- Content: +4