Customer satisfaction with streaming video services: consumer survey

The results of our survey of 18 500 consumers worldwide show that Amazon Prime Video, Disney+ and Netflix continue to dominate the streaming video market at a global level. However, the market context in which these players operate has changed. Ad-funded tiers are growing in popularity and companies are cracking down on account sharing while they consider further diversification.

Topics analysed

• How the take-up of services from Amazon Prime Video, Disney+ and Netflix and other players varies by country
• How satisfied customers of streaming video services are, as well as what the Net Promoter Score (NPS) is for the major players
• How tolerant consumers are with price rises for streaming video, and what the risks are of them downgrading or cancelling services
• How ad-funded tiers and free advertising supported streaming television (FAST) will affect the future take-up of paid-for streaming video
• What diversification options are available to streaming players

Survey data coverage

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 selected countries around the world. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents per country (except in Saudi Arabia and the UAE, where there were 750 respondents per country).

Geographical coverage

• Western Europe (WE): France, Germany, Ireland, Italy, Norway, Spain, Sweden and the UK
• Central and Eastern Europe (CEE): Poland and Turkey
• North America (NA): Canada and the USA
• Developed Asia–Pacific (DVAP): Australia and New Zealand
• Emerging Asia–Pacific (EMAP): Malaysia
• Sub-Saharan Africa (SSA): South Africa
• The Middle East and North Africa (MENA): Saudi Arabia and the UAE