DraftKings was rated the top online sports betting/iGaming app in the United States in an American Customer Satisfaction Index (ACSI) report released Tuesday morning.
The ACSI, in its 25th year, “measures and analyzes customer satisfaction with about 400 companies in about 40 industries and 10 economic sectors, including various services of federal and local
government agencies,” according to the site. Data for the survey was derived from interviews with 24,879 customers via email from November 2024-June 2025 and reported on a scale of 0 to 100.
This was the first inclusion of online gambling apps.
“Right now, we face a critical inflection point across digital entertainment and betting platforms,” Forrest Morgeson, associate professor of marketing at Michigan State University and director of research emeritus at the ACSI, said. “Consumers are no longer just seeking services. They’re demanding comprehensive, intuitive experiences that respect their time and wallet. The winners in this increasingly competitive environment will be the ones who can seamlessly integrate technological innovation, personalized engagement, and clear value propositions.”
ACSI’s sports betting, iGaming app rankings
The report found that bettors’ overall satisfaction with their choices was rated at 76 out of 100. The study also asserts that users have strong loyalty to a small cadre of apps.
The individual scores for the apps in the report:
- DraftKings — 78
- BetMGM — 77
- FanDuel — 76
- ESPN Bet — 73
- Fanatics — 73
- All others — 72
- Caesars — 69
Inside the ACSI sports betting data
Interestingly, the survey found a 76 satisfaction approval score for sportsbook apps and 73 for iCasino. According to ACSI, just 25% of respondents reported playing on both.
ACSI surmised that the deeper interaction between bettors and the data used to concoct wagers — as opposed to spinning a virtual slot machine — could be the reason, noting that “the user control and customization of the sports betting experience could be a factor in this difference as many of the measured operators offer a robust set of options and analytical tools associated with wagering on live sports.”
According to the report, “mobile app quality” was the most important factor for respondents in choosing an app, followed closely by “mobile app reliability,” “privacy,” and “ease of navigation.”
From the report: “In an industry poised for exponential growth, operators are battling to find ways of providing an engaging experience with high-tech resources, access to valuable information, personalization, and helpful tools. New AI integrations that assist players in their wagering strategies and the option to use cryptocurrencies for payment, for instance, are just some of the ways companies are trying to differentiate themselves and bring in more users.”
