The inaugural inclusion of the iGaming sector in the 2025 American Customer Satisfaction Index (ACSI) Entertainment Study has highlighted the formidable market presence of online casino and sports betting operators in the United States.
As the nation’s sole multi-industry metric for customer satisfaction, the ACSI’s findings confirm that in their first appearance, top gambling brands have demonstrated impressive performance, positioning them as serious competitors to established digital entertainment giants.
The comprehensive study, which gathered data from 24,879 customers via email surveys between April 2024 and June 2025, revealed that leading iGaming apps are earning high praise.
BetMGM achieved a strong ACSI score of 77 out of 100, with rival DraftKings following closely at 76.
These figures are particularly significant as they place these brands nearly on par with streaming industry leaders like Netflix and Amazon Prime Video, which both scored 79.
This strong debut is especially notable when contrasted with other digital sectors; satisfaction with video streaming services declined by 1% from the previous year, while scores for social media and subscription TV platforms remained stagnant.
According to the American Customer Satisfaction Index report, the quality of the mobile experience is the primary driver of this success.
“Mobile app quality” was the highest-rated customer experience benchmark for the iGaming sector with an impressive score of 80, followed by “ease of navigation and reliability of the apps” at 79. This underscores the industry’s heavy investment in creating seamless and engaging user-facing technology.
The study also identified a clear distinction within the iGaming vertical itself. Sports betting customers reported higher overall satisfaction, earning the vertical an ACSI score of 76. This was three points higher than the online casino sector, which registered a score of 73.
According to ACSI:
Online sports betting and casino games rely heavily on the mobile user experience, so it is unsurprising that mobile app quality tops the list of customer experience benchmarks.
The ACSI posited that this advantage may be due to the greater degree of user autonomy and customizability within sports betting apps, which often feature a wider array of markets and interactive live-betting options.
The findings signal the rapid maturation of the US iGaming market and its ability to deliver a user experience that rivals the best in the technology world.
