Streaming video customer satisfaction metrics 3Q 2023

04 January 2024 | Research

Martin Scott

Tracker | Excel | Video, Gaming and Entertainment

"Almost half of subscribers to the largest streaming services (Netflix, Disney+, Apple TV+ and Amazon Prime Video) are at risk of churning with the next price rise."


This data set summarises the most-relevant streaming video customer experience KPIs for major streaming video services operators in 16 countries based on primary research (Analysys Mason's 2023 consumer survey). It provides key metrics that allow for comparison between streaming services, and service tiers, and highlights the best performers in individual countries and worldwide. Analysis of the data contained herein is provided in a series of reports focused on streaming video in our Video, Gaming and Entertainment research programme.

The survey was conducted in association with Dynata in July and August 2023. The survey groups were chosen to be representative of the internet-using population in each region. We set quotas on age, gender and geographical spread to that effect. There were a minimum of 1000 respondents per country (2000 in North America).

Metrics available

  • Net Promoter Score (NPS)
  • Password sharing
  • Streaming service bundling with telecoms services
  • Service stacking
  • Proportion of users at risk of churning with price rise
  • Proportion of users willing to pay a price rise
  • Proportion of users receptive to an ad tier

Geographical coverage

Central and Eastern Europe

  • Poland
  • Turkey

Developed Asia–Pacific

  • Australia
  • New Zealand

Emerging Asia–Pacific

  • Malaysia

North America

  • Canada
  • USA

Sub-Saharan Africa

  • South Africa

Western Europe

  • France
  • Germany
  • Ireland
  • Italy
  • Norway
  • Spain
  • Sweden
  • UK


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