The latest American Customer Satisfaction Index (ACSI) report included online gambling apps for the first time, and the data suggests that DraftKings has the most satisfied players of all.
For 25 years, the ACSI has measured and assessed customer satisfaction with approximately 400 companies across around 40 industries in 10 economic sectors. For its latest survey, it incorporated online sportsbooks and casinos for the first time. ACSI interviewed nearly 25,000 customers via email over numerous months ending in June 2025. For online gambling customers, the poll ran from November 2024 to this June.
Here are five conclusions we noted from the data.
Online gambling more satisfying than TV subscriptions?
Online sports betting and casinos debuted in the index with a customer satisfaction score of 76 points out of 100.
That ranked it above the likes of online travel agencies and rideshare apps (both 75), social media platforms and food delivery services (both 74) and subscription TV (70). However, online gambling scored lower than a variety of other entertainment and hospitality products such as video streaming services (78), quick-service restaurants (79) and full-service restaurants and breweries (also 82).
The study also determined that online gambling users have strong loyalty to a small group of apps.
App quality most important for players
As for the apps themselves, the report found that mobile app quality was the most important factor for respondents in choosing an app, rated at 80 out of 100. Ease of navigation and reliability of the apps were one point behind at 79.
Other key determining factors included privacy (79), efficiency and payment integrations and helpfulness of game notifications (both 77).
“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 at 80,” noted the report.
Sportsbooks edge out online casinos
Meanwhile, sportsbook users reported a slightly higher level of satisfaction than online casino users, at 76 versus 73.
The report suggested that the user control and customization abilities of sports betting could be a factor in this difference, as many of the assessed operators offer “a robust set of options and analytical tools associated with wagering on live sports.”
It’s worth remembering, of course, that mobile sports betting is legal in more than 30 states, while regulated online casino has been authorized by just seven. As such, it’s unsurprising that survey respondents reported that sportsbook usage exceeds online casino, with 42% of respondents using sportsbook features only, 25% using both sportsbook and online casino and 33% saying they are exclusively casino players.
DraftKings gets the crown
So, what about a brand-by-brand breakdown?
Although FanDuel is the market leader in the U.S. by revenue share, DraftKings scored the highest customer satisfaction score at 78. While that pair are often described as “the big two” in online gambling, BetMGM actually beat FanDuel in this ACSI survey, at 77 versus 76.
The report noted that, while customer loyalty metrics vary by brand, the apps that satisfy their customers to the greatest extent enjoy notably higher ratings for loyalty and likelihood to recommend.
“This positions these brands well in an industry currently experiencing rapid growth with remarkable revenue projections over the next several years,” said the authors.
Caesars fails to conquer
The report assessed six online gambling brands by name: DraftKings, FanDuel, BetMGM, ESPN Bet, Fanatics and Caesars. All others, including the likes of Bet365, Hard Rock Bet and BetRivers were grouped together.
ESPN Bet and Fanatics both scored 73, three points behind FanDuel and five behind DraftKings. “All others” scored 72.
Trailing the rest, and the only operator failing to hit the 70-point benchmark, was Caesars (69). Caesars is a multi-brand operator, with platforms including Caesars Sportsbook and Casino, Caesars Palace Online Casino and Horseshoe Online Casino. It is uncertain whether the report surveyed customers on all of these brands or only took into account the flagship sportsbook and casino app.
“In an industry poised for exponential growth, operators are battling to find ways of providing an engaging experience with high-tech resources, access to valuable information, personalization and helpful tools,” added the report. “New AI integrations that assist players in their wagering strategies and the option to use cryptocurrencies for payment, for instance, are just some of the ways companies are trying to differentiate themselves and bring in more users.”
