Online gambling apps appeared for the first time in the American Customer Satisfaction Index (ACSI), with DraftKings earning the highest individual score among major operators.
The ACSI has measured business customer sentiment for 25 years and expanded into online casinos and online sportsbooks in 2025 reports. The research was based on 25,000 user interviews by email from November 2024 until June 2025.
Key Takeaways
- DraftKings received the highest satisfaction score among online gambling apps in the ACSI's 2025 report
- Online gambling apps scored 76 overall, ranking above social media and food delivery but below video streaming and dining
- App design, ease of use, and payment features were key drivers of satisfaction among users
Online gambling applications had a composite satisfaction score at 76 out of 100, topping other internet services like social media (74), food delivery (74), and subscription television (70) but lagging behind categories like video streaming (78), fast-service restaurants (79), and full-service dining (82).
App quality was the greatest customer driver, scoring 80 points. Others included navigation, reliability, and privacy, scoring 79, and payment integration and in-game notifications, scoring 77.
For the individual brands, the highest score was 78 by DraftKings; the next was 77 by BetMGM; and FanDuel followed with a score of 76. The results showed the influence mobile user experience had on customer attitudes in the online gaming world.
DraftKings faces class action suit in PA
Despite topping satisfaction polls among users, five men from Pennsylvania filed a class action lawsuit against DraftKings in late April for supposedly enticing players through abusive promotional and marketing methods.
The complaint asserts that the gaming operator induces players more likely to be at risk by promising them prospective offers in the name of "no sweat" bets and deposit matches whose terms even most players will barely notice.
The lawsuit argues DraftKings favors this approach to target most at-risk players losing large sums of money. A plaintiff who was a $50,000-a-year schoolteacher lost $134,000 through DraftKings' app.
Another man, who had requested permanent account closure, was later able to access his account and lost more than $350,000. A third plaintiff was allegedly able to continue gambling even after self-excluding through a state registry, according to the suit.
DraftKings, which partners with Hollywood Casino at the Meadows, is Pennsylvania's second highest-grossing sportsbook and operates an online casino in the state.
