DraftKings takes top spot in American Customer Satisfaction Index
The American Customer Satisfaction Index has included igaming apps in its survey for the first time, with DraftKings emerging as the top-rated operator for customer satisfaction.
The ACSI surveyed nearly 25,000 customers between November 2024 and June.
Igaming apps scored 76 out of 100, placing ahead of industries such as subscription TV (70) and social media platforms (74) but behind video streaming services (78) and restaurants (79 to 82).
DraftKings scored 78, the highest among the six operators assessed. BetMGM followed at 77, ahead of FanDuel at 76. ESPN Bet and Fanatics both scored 73, while Caesars trailed at 69.
All other operators, such as Bet365 and Hard Rock Bet, averaged 72.
The report declared mobile app quality to be the most important factor for users, scoring 80 out of 100, followed closely by ease of navigation and reliability, scoring 79. Sportsbook users reported slightly higher satisfaction than icasino players (76 versus 73).
The ACSI report says operators “rely heavily on the mobile user experience” as they navigate an industry expected to see exponential growth by 2030.
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Charlotte Capewell brings her passion for storytelling and expertise in writing, researching, and the gambling industry to every article she writes. Her specialties include the US gambling industry, regulator legislation, igaming, and more.
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