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HBO Now tops among subscription video on demand services for customer satisfaction


While Netflix continues to wow shareholders, HBO Now ranks highest among streaming video on demand services in 11 of 14 customer satisfaction categories according to a report from Strategy Analytics.

The report centered on the number and availability of TV shows and films, how easy it is to find them and the overall value of the service. Customers appreciated HBO Now’s selection of hit movies along with the availability of current and past season’s TV shows.

Still, when customers were asked to give an overall score, Netflix won out. “When considering the bigger picture, Netflix clearly benefits from its brand ‘halo’ whilst HBO Now suffers from a negative association with cable’s legacy issues,” said Michael Goodman, digital media strategies director, Strategy Analytics. “However, once one gets into the weeds, the reality is that HBO subscribers are the most satisfied with nearly all elements that make up a strong SVOD service.”

Interestingly, children’s programming was the one category that Hulu won. While this category doesn’t garner as much mainstream coverage, it’s extremely important; children will grow up recognizing which SVOD produced their favorite content, and may influence their SVOD loyalty down the line.