DraftKings Leads First-Ever ACSI Betting Survey With a 78 Score

The Inaugural Rankings

In its first year being measured by the ACSI, the online sports betting and iGaming industry scored a 76 out of 100. This places it ahead of social media (74) and subscription TV (70), and just behind video streaming (78).

DraftKings earned the top spot with a score of 78. BetMGM followed closely at 77, and FanDuel rounded out the top tier with a score of 76.

The study revealed a clear gap between the leaders and the rest of the pack, with ESPN BET and Fanatics each scoring 73, and Caesars finishing last at 69.

Mobile Experience is King

The survey showed that betting operators have successfully delivered on the most critical part of their business: the mobile experience.

Mobile app quality was the highest-rated feature at 80. This is not surprising for an industry that relies almost entirely on mobile engagement.

Other fundamental aspects also scored high marks. Customers gave app reliability, privacy, and ease of navigation a score of 79 each. This indicates that the top operators have built a solid technical foundation that users trust.

A Highly Competitive Landscape

With the industry poised for major growth, operators are in a fierce battle to attract and retain customers. According to the ACSI report, this competition is pushing companies to find new ways to stand out.

“Consumers are no longer just seeking services. They’re demanding comprehensive, intuitive experiences that respect their time and wallet,” said Forrest Morgeson of Michigan State University. “The winners in this increasingly competitive environment will be the ones who can seamlessly integrate technological innovation, personalized engagement, and clear value propositions.”

The report notes that operators are already exploring new tools to differentiate themselves. AI-powered integrations to help players with their wagering strategies and the option to use cryptocurrency for payments are two examples of how companies are trying to innovate.

Betting Ranks High in Digital Entertainment

The betting industry’s debut score of 76 shows it is starting from a position of relative strength compared to other digital entertainment sectors. Video streaming, a more mature industry, saw its overall satisfaction score fall 1% to 78.

Subscription TV services remain a source of frustration for many consumers, with an unchanged industry score of 70. Call center satisfaction for TV providers was the lowest-rated metric at 68, highlighting an area where betting companies have a clear opportunity to provide a better customer service experience.

The social media sector, which scored a 74, saw a new leader emerge. The ad-free, decentralized platform Bluesky debuted with the highest score ever recorded for the industry at 82. This suggests that users value privacy and a less cluttered experience, a lesson that could also apply to the online betting world as it matures.