Satisfaction Rates Across Sportsbooks Drop – But Grumpy Bettors May Be to Blame

Sportsbooks in the United States are faced with a new challenge – keeping bettors happy at a time of declining customer satisfaction. This is the conclusion of the American Customer Satisfaction Index (ACSI) Entertainment Study 2026, which has noted a shift in consumer satisfaction with iGaming and sports wagering platforms. Sportsbooks See Decline in Customer Satisfaction In the latest iteration of the study, the customer satisfaction rate was set at 74%, 3% down from a year before. Individual gaming companies experienced varying declines in customer satisfaction, with FanDuel absorbing the smallest drop, while BetMGM’s customers were 4% less likely to say they were happy with the platform. DraftKings saw the biggest drop in customer satisfaction – 5%. However, while some lost, others gained. Notably, Caesars Sportsbook gained 3% to 71%, and Penn Entertainment’s theScore hit 71% – participating in the survey for the very first time this year. However, the ACSI has cautioned that its results are not necessarily tied to anything that the operators did. In fact, the most popular gaming companies are likely to see the biggest swings in their customer satisfaction rates, and this may be traced to one simple reason – whether sports bettors have been winning or losing. In fact, there are some trends to observe here as well, with motorsports bettors reporting the highest satisfaction rate – at 82%, while NBA fans tend to be generally the grumpiest lot – 76%. Those Who Gamble at Casinos and Sportsbooks – Happier While the survey focuses on the overall service a company renders, negative outcomes – such as losing money on bets – can impact a person’s view of a company, resulting in lower customer satisfaction rates. Another interesting takeaway here is that omni-channel gamblers, i.e., those who use both online casinos and wager through a mobile app, are likely to score higher on the customer satisfaction rate than people who gamble on just one of those platforms. The survey provided specific data, with customers who use both products scoring 78% in the customer satisfaction survey compared to only 75% for sportsbook users and 70% for casino users.