Sorry, Netflix: the people have spoken and they love Max more
Choosing the best streaming service isn’t just about the price, it’s about the entire experience, from how easy it is to navigate to how many things you actually want to watch.
Every year, Whip Media surveys more than 2,000 US viewers to find out what they think of their streaming services, and this year, for the second year in a row, there is a clear winner: Max.
But Max must not become stubborn. The score has fallen slightly, from 94% last year to 88% this year. While that’s not a particularly big drop, there have been bigger moves in the rankings despite Max still being number one.
Who are the best streaming services in the US in terms of customer satisfaction?
According to the report, there is generally good news for the sector, with overall satisfaction rising. However, the research also suggests that there are challenges for the better-known, larger streamers in particular. It highlights that Netflix “continues to struggle with longer-term deterioration in subscriber satisfaction.”
The top three are the same as last year, albeit with some minor changes in their numbers. After Max, there’s Hulu, with 87% satisfaction (the same amount as last year), followed by Disney Plus with 85%, up from 88% in 2022.
Apple TV Plus is in fourth place, from 76% satisfaction to 81%. Meanwhile, Paramount Plus has also improved: it is now 79% compared to 79% last year and 75% the year before.
Netflix shows a significant drop, from 90% in 2021, 80% in 2022 and now at 77%, and Prime Video is just behind at 74%, slightly higher than last year’s 72%. But the loudest gong probably belongs to Peacock. It may be in last place, but its ratings have increased from 62% in 2021 to 68% last year and 74% now, putting it on par with Amazon.
Before I get inundated with comments from the PRs of angry streaming companies, studies like this obviously only report a small number of actual subscribers. But they do provide interesting trend data and can help streamers see where their competitors may be doing better. The full study is more nuanced – for example, it notes that Netflix “still leads all other platforms in terms of user experience and programming recommendations, despite losing traction from last year… Disney Plus and Max are the only platforms with a see a decline in both categories”.
One of the most interesting categories, given the recent wave of price increase announcements, is whether people think services offer good value for money. Disney Plus and Max are both down, by five and seven points respectively, and Hulu, Netflix and Paramount Plus are also down one point. However, Peacock and Apple TV Plus are both five points higher.
You can read the full study online at Whipmedia.