Which SVOD Service is Tops in Customer Satisfaction?

January 30, 2017

This article is included in these additional categories:

Customer Satisfaction | Digital | Media & Entertainment | TV Audiences & Consumption | Video

Netflix tops Hulu, HBO Now and Amazon Video in overall streaming service satisfaction, reports Strategy Analytics. But HBO Now emerges as the leading subscription video-on-demand (SVOD) service across an impressive 11 of the 14 individual categories measured, according to the study.

HBO Now scored particularly well in program attributes, with high scores in categories such as: availability of current and past seasons’ TV shows; number of original programs; and overall number of shows. It also topped the list in satisfaction with the quality of original programming as well as the quality of its movies.

Netflix, for its part, was noted for its recommendations (which pay-TV providers could do well to adopt) and service cost.

Hulu only led in one category – children’s programming – but topped Netflix in 5 others, including discoverability and availability of current and past seasons’ TV shows.

It was a less buoyant result (one of the few) for Amazon Video, which was the lowest-rated of the 4 services in each category.

The results bring to mind research released last year by J.D. Power & Associates, in which Netflix was the top-rated streaming service by overall customer satisfaction and Amazon Video the lowest-rated. That study did not include HBO Now, and had a more limited set of categories measured.

The Strategy Analytics study is based on a July/August 2016 survey of Internet users ages 18-74 in the US (1,982 respondents), the UK (1,013), Germany (997), France (974) and Italy (980).

In the survey, respondents were asked to rate their overall satisfaction with their SVOD service(s) as well as 14 specific factors on a scale of 1 to 7 with 1 being not at all satisfied and 7 being very satisfied. The SVOD services covered include:

  • Netflix ”“ US, UK, Germany, France and Italy;
  • Amazon Video ”“ US, UK and Germany;
  • Hulu ”“ US; and
  • HBO Now ”“ US.
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