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Disney+ Tops Netflix, Apple TV in Customer Satisfaction Survey

By James Brumley – Updated Jun 9, 2020 at 3:38PM

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Data from this year's American Customer Satisfaction Index poll confirms what many consumers already suspected.

Walt Disney (DIS -0.75%) may be the new kid on the streaming block, having only launched its stand-alone subscription streaming service, Disney+, in November. But, it's been a decided hit with consumers. Data from the American Customer Satisfaction Index (ACSI) Telecommunications Report for 2019 and 2020 indicates greater customer satisfaction with Disney+ than with any other comparable streaming option, including the venerable Netflix (NFLX 1.39%).

The ASCI's survey results released on Tuesday measure consumer contentment with various digital services, quantifying the collected data on a scale from 0 to 100, with 100 being the best possible score. Disney+ led the streaming video pack with a score of 80, displacing Netflix, which led the pack last year. Netflix scored only 78 this year, down from 79. Tied for third were Apple's (AAPL -0.66%) Apple TV streaming app and Disney-owned Hulu, each with a score of 77. Apple TV+ ranked below the category average of 76 with a reading of 74.

Dog sitting alone on top of winner's podium, named best in show

Image source: Getty Images.

The report isn't terribly surprising. Walt Disney confirmed a month ago during its fiscal second-quarter conference call that 54.5 million consumers were now paying for Disney+, all added just since its Nov. 12 debut. That much sustained interest indirectly suggests consumers are excited about their access to Disney's deep library of content.

Shelter-in-place orders linked to the COVID-19 pandemic have certainly motivated people to find all potential forms of entertainment. ACSI managing director David VanAmburg commented, "With stay-at-home and work-from-home becoming a new normal for many American households, the services offered by major telecommunications companies are more crucial than ever before."

Even so, Disney+ has still far exceeded reasonable expectations in terms of the pace of its subscriber growth.

James Brumley has no position in any of the stocks mentioned. The Motley Fool owns shares of and recommends Apple, Netflix, and Walt Disney and recommends the following options: long January 2021 $60 calls on Walt Disney and short July 2020 $115 calls on Walt Disney. The Motley Fool has a disclosure policy.

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