The results of J.D. Power’s 2023 U.S. Television Service Provider Satisfaction Study are in, and YouTube TV has been ranked best in customer satisfaction in the live TV streaming segment, as well as overall.
While YouTube TV is the most popular live TV streaming service, based on the number of subscribers, it wasn’t the best in terms of customer satisfaction in the past. For example, J.D. Power’s 2022 satisfaction study ranked Fubo as the best, followed by Sling TV in second, and YouTube TV in third.
This year, however, YouTube TV has jumped from third to first. According to the results of J.D. Power’s 2023 satisfaction study, YouTube TV ranked the highest overall in the live TV streaming segment with a score of 795 (up from 779 in 2022).
Another big mover was Hulu Live TV. While Hulu’s live TV service was ranked fourth in 2022 (with a score of 775), it ranked second in 2023 with a score of 785. Unfortunately, YouTube TV and Hulu Live TV were the only live TV services to improve on their 2022 scores.
In third place, and below the segment average, is Sling TV. After ranking second in 2022 with a score of 786, Sling only managed to score 772 in the 2023 study. Sling was then followed by DirecTV Stream who saw a slight decrease (from 751 to 748). In spite of the decrease, DirecTV Stream moved up from fifth to fourth.
All of which means that Fubo saw the biggest and worst change overall. After finishing top in 2022 with a score of 789, Fubo finds itself ranked fifth in customer satisfaction in 2023 with a score of 742.
While these scores all relate to the live TV streaming segment, YouTube TV scored the highest in customer satisfaction in general. For example, Dish ranked highest in the cable/satellite TV–national segment with a score of 709, in the north central region with a score of 699, and in the south region with a score of 725.
Elsewhere, Verizon Fios ranked highest in the cable/satellite TV–east region with a score of 746, while DirecTV ranked highest in the cable/satellite TV– west region with a score of 704.
Other than Fubo, all of the live TV streaming services scored higher than the highest cable/satellite score, suggesting that, overall, live TV streaming customers continue to be more satisfied in general.
For reference, J.D. Power’s 2023 U.S. Television Service Provider Satisfaction Study is based on responses from 23,584 customers collected between October 2022 and August 2023.