The latest American Customer Satisfaction Index shows a decline in US sportsbook satisfaction, with major brands like DraftKings and BetMGM seeing notable drops while Caesars Sportsbook posts a rare gain
Customer satisfaction with US sportsbooks has declined, according to the newly released American Customer Satisfaction Index (ACSI) Entertainment Study 2026. The report, which tracks consumer sentiment across iGaming and sports betting platforms, highlights a measurable drop in satisfaction rates for several leading operators. The findings suggest that player perceptions are shifting, but the reasons may be more complex than operator performance alone.
ACSI Study Reveals Satisfaction Decline
The ACSI Entertainment Study 2026 measured overall sportsbook satisfaction at 74%, down three percentage points from the previous year. Among major operators, DraftKings experienced the largest year-over-year decline, with its customer satisfaction score falling by 5%. BetMGM also saw a notable decrease, with a 4% drop in the proportion of customers reporting satisfaction. FanDuel reported the smallest decline among the top brands. In contrast, Caesars Sportsbook was one of the few to post a gain, rising 3% to reach a 71% satisfaction rate. Penn Entertainment’s theScore also debuted in the survey at 71%.
Operator Performance and Player Outcomes
While the ACSI study tracks service quality, it cautions that satisfaction scores may not directly reflect operator actions or product changes. Instead, the report suggests that swings in customer sentiment can be influenced by bettor outcomes—specifically, whether players are winning or losing. The most popular sportsbooks, which attract the largest betting volumes, may be more exposed to these fluctuations. The study also found that satisfaction varies by sport, with motorsports bettors reporting the highest satisfaction at 82%, while NBA bettors were the least satisfied at 76%.
Omni-Channel Gamblers Report Higher Satisfaction
The survey identified a notable trend among players who use both online casino and sportsbook products. Customers who engage with both channels—sometimes called omni-channel gamblers—reported a higher satisfaction rate of 78%. By comparison, those who only use sportsbook products reported a 75% satisfaction rate, while casino-only users scored 70%. This suggests that broader engagement across platforms may be linked to a more positive overall experience, though the study does not establish a direct cause.
Customer satisfaction surveys like the ACSI provide a snapshot of how players perceive their experience with sportsbooks and online casinos. These scores are influenced by a mix of service quality, product features, and individual betting outcomes. In the gambling industry, satisfaction rates can be volatile, as player sentiment often shifts with recent wins or losses. Operators and regulators use these metrics to monitor market health, but interpreting the results requires understanding both the underlying data and the broader context of player behavior.
