US Sportsbook Satisfaction Slips to 74%, and Whether Bettors Won May Explain Most of It

Customer satisfaction with US sportsbooks and iGaming platforms fell to 74% in the American Customer Satisfaction Index Entertainment Study 2026, down 3 points on last year.

The declines were uneven. DraftKings took the largest hit at 5 points, BetMGM fell 4, and FanDuel absorbed the smallest drop. Two operators moved up: Caesars Sportsbook gained 3 points to 71%, and Penn Entertainment's theScore also reached 71% in its first year in the survey.

ACSI cautions against reading the numbers as a verdict on what operators did. The largest brands tend to see the biggest swings, and the likeliest driver is simply whether bettors have been winning or losing, since a losing run colours how a customer rates the service around it. The sport people bet on shows the same pattern: motorsports bettors reported the highest satisfaction at 82%, while NBA bettors were the least satisfied at 76%.

The one finding with a clear commercial read is on product mix. Customers who use both an online casino and a sportsbook app scored 78%, against 75% for sportsbook-only users and 70% for casino-only users, which puts a number on why operators keep pushing cross-sell between verticals.

Penn is expanding its physical footprint alongside theScore, committing $195 million to move its New Orleans riverboat ashore, while FanDuel has been defending its VIP programme before Congress and DraftKings is raising $600 million of debt to retire convertible notes.