iGaming, Sports Betting Consumer Satisfaction Declining

The major U.S. online sportsbook operators have some work to do when it comes to improving customer satisfaction.

According to the American Customer Satisfaction Index (ACSI®) Entertainment Study 2026, quality of customer experience across iGaming and sports wagering platforms declined 3% to 74 (100 is the top score) year-over-year.

The survey notes that DraftKings (down 5%), BetMGM (down 4%) and FanDuel (down 3%) each checked in at 74, narrowing a nine-point gap over the field seen last year. In nearly all of the states in which they both operate, Flutter Entertainment’s FanDuel and DraftKings are the top two online sportsbooks by market share while BetMGM frequently commands “podium” positioning in its own right.

On the customer satisfaction front, it’s not all bad news for the industry. Caesars Sportsbook jumped 3% to 71, according to the ACSI poll. The survey also points out that Penn Entertainment’s theScore debuted at 71, potentially signaling that there’s work to be done, but that there may be some benefits to the operator shedding the ESPN Bet partnership.

Why Bettor Dissatisfaction Rose

Bettors’ complaints may need to be taken with a grain of salt. Their grumpiness may be the result of losing wagers and as the ACSI study notes, some may be expressing dismay about the industry pulling back on promotional spending.

There were some bright spots in the survey. The ACSI points out that iGaming and online sportsbook operators notched “improvements across content, platform performance, and app quality.”

Interestingly, customers using both internet casino and sportsbook platforms are more satisfied than those using just one or the other. That could bode well for the “Super App” plans laid by some of the industry’s biggest names.

 “Customers using both sportsbook and casino products score 78, ahead of sportsbook-only users (75) and casino-only users (70). DraftKings announced plans for a unified super app in March 2026, consolidating sportsbook, casino, lottery, and prediction market products behind a single account,” notes the ACSI.

Odds and Ends

If promotional spending or lack thereof is a legitimate drag on bettor satisfaction, that situation could improve over the near-term because operators are expected to spend mightily this football season, largely in a bid to ward off increasing competition from prediction markets.

As for the bettors who are the most satisfied, they hail from a surprising category. Motorsports bettors report the highest satisfaction rate at 82, but NBA bettors are the least satisfied at 76, according to the ACSI study. That’s noteworthy because basketball trails only football as the most wagered on sport in the U.S.