Streaming video customer satisfaction metrics 3Q 2024
"Customers of streaming video services are more receptive to advertising tiers and price rises in 2024 than they were in 2023; streaming video NPS has increased marginally year-on-year."
This data set summarises the most-relevant streaming video customer experience KPIs for major streaming video services operators in 18 countries based on primary research (Analysys Mason's 2024 consumer survey). It provides key metrics that allow for comparison between streaming services, and service tiers, and highlights the best performers in individual countries and worldwide. Analysis of the data contained herein is provided in a series of reports focused on streaming video in our Video, Gaming and Entertainment research programme.
The survey was conducted in association with Dynata in July 2024. The survey groups were chosen to be representative of the internet-using population in each region. We set quotas on age, gender and geographical spread to that effect. There were a minimum of 1000 respondents per country (2000 in the USA, 750 in Saudi Arabia and the UAE).
Metrics available
- Net Promoter Score (NPS)
- Password sharing
- Streaming service bundling with telecoms services
- Service stacking
- Proportion of users at risk of churning with price rise
- Proportion of users willing to pay a price rise
- Proportion of users receptive to an ad tier
Geographical coverage
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Central and Eastern Europe |
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Developed Asia–Pacific |
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Emerging Asia–Pacific |
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North America |
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Sub-Saharan Africa |
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Western Europe |
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Middle East |
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Consumer survey
Analysys Mason's annual consumer survey tracks and measures consumers’ changing telecoms and media habits, device ownership, connectivity options and future plans
Trackers and datasets
Analysys Mason tracks and analyses changing telecoms metrics.
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