Research: Entertainment subscription providers worst-rated for payment experience
August 20, 2026

By Colin Mann



Entertainment subscription providers have been ranked the UK’s worst for payment experience, with customers rating them an average score of just 1.27 stars out of five.

The findings come from Access PaySuite’s Payment Experience Report 2026, which analysed payment-related customer reviews on Trustpilot across 16 sectors to identify those that have benefited the most from improved payment processes and those where revenue could be at risk.


The entertainment category included TV, film, music and audio subscription services, including Netflix, Disney+, Amazon Prime, Paramount+, Apple TV, NOW, BritBox, Discovery+, Spotify and Audible.

Overall, entertainment subscription providers recorded low customer satisfaction, with an average Trustpilot rating of 1.35 stars only marginally higher than a payment score of 1.27, suggesting payment frustrations are closely linked to broader dissatisfaction.

Payment satisfaction has also fallen 5.22 per cent since 2025, making entertainment subscriptions the worst-performing category year-on-year in the stu202

Customers frequently reference problems managing and cancelling subscriptions in reviews, with many feeling misled by streaming services.

The findings come as the UK Government cracks down on misleading subscription practices, estimated to cost consumers around £400 million every year.

Charities and not-for-profit organisations and gym and fitness providers were also among the lowest-performing sectors for payment experience. While legal firms achieved the strongest feedback.

Jon Reynolds, Head of Product at Access PaySuite, said: “The entertainment subscription category’s results highlight the challenges businesses face when managing recurring payments at scale. Customers don’t just judge the content or service they’re receiving; they’re also judging how easy it is to sign up, manage their subscription and cancel when they choose. When those experiences feel difficult or unclear, trust can quickly be lost.”

“With online reviews playing such an important role in purchasing decisions, payment processes are no longer just an operational concern. They’re a visible part of the customer experience and increasingly shape how customers talk about brands online.”