US Sportsbook Customer Satisfaction Falls to 74 Percent in ACSI 2026 Study
TL;DR — The ACSI Entertainment Study 2026 set the customer satisfaction rate at 74%, 3% down from a year before. DraftKings saw the biggest drop in customer satisfaction – 5%. Caesars Sportsbook gained 3% to 71% and this may be traced to whether sports bettors have been winning or losing.
SCCG Take — Operators should note omni-channel users score 78% versus 75% for sportsbook-only. Outcome volatility remains a key variable in satisfaction metrics.
Sportsbooks in the United States recorded an overall customer satisfaction rate of 74% in the American Customer Satisfaction Index (ACSI) Entertainment Study 2026. This result reflects a 3% decline from the prior year.
Operator-Specific Satisfaction Shifts
FanDuel registered the smallest drop. BetMGM customers were 4% less likely to report being happy with the platform. DraftKings posted the largest decline at 5%.
Caesars Sportsbook increased 3% to reach 71%. Penn Entertainment’s theScore also attained 71% in its first year participating in the survey.
The ACSI cautioned that the measured satisfaction rates are not necessarily tied to operator actions. The most popular gaming companies tend to experience the largest swings. These movements often trace to whether sports bettors win or lose their wagers.
Motorsports bettors reported the highest satisfaction at 82%. NBA fans registered 76%.
Omni-Channel Users Report Higher Satisfaction
Customers who lose money on bets can form more negative views of the company. This factor influences satisfaction scores separately from service delivery.
Omni-channel gamblers who use both online casinos and sports betting apps scored 78%. Sportsbook-only users measured 75%. Casino-only users measured 70%.
This information is according to reporting by GamblingNews.
Reporting: GamblingNews
Generated by SCCG’s automated editorial system from published source reporting. SCCG Management holds editorial responsibility.
Losing bettors skew satisfaction scores; omni-channel users rate 78%, signaling retention lives in cross-product engagement.
We've placed over 545 partners in every regulated market, and satisfaction metrics matter—but context matters more. DraftKings down 5%, Caesars up 3%: variance often reflects win/loss streaks, not platform quality. The real signal? Omni-channel users score 78% versus 75% sportsbook-only. Retention is a product portfolio play, and we know which operators are building it right.
- Overall sportsbook satisfaction fell 3% to 74%; DraftKings dropped 5%, Caesars gained 3%
- Omni-channel users (casino + sportsbook) scored 78% vs. 75% for sportsbook-only
- ACSI cautions satisfaction swings often reflect betting outcomes, not operator performance
SCCG angle: SCCG works with platform providers, CRM vendors, and content partners who help operators move single-product users into omni-channel ecosystems—where satisfaction and LTV both climb. We connect the tech and strategy that make cross-sell seamless, because we've seen what works across 30+ years and every live market.
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