A report from the Deloitte Center for Technology, Media & Telecommunications Digital media trends survey, 14th edition COVID-19 accelerates subscriptions and cancellations as consumers search for value About the Deloitte Center for Technology, Media & Telecommunications In a world where speed, agility, and the ability to spot hidden opportunities can separate leaders from laggards, delay is not an option. Deloitte’s Center for Technology, Media & Telecommunications helps organizations detect risks, understand trends, navigate tough choices, and make wise moves. While adopting new technologies and business models normally carries risk, our research helps clients take smart risks and avoid the pitfalls of following the herd—or sitting on the sidelines. We cut through the clutter to help businesses drive technology innovation and uncover sustainable business value. Armed with the center’s research, TMT leaders can efficiently explore options, evaluate opportunities, and determine whether it’s advantageous to build, buy, borrow, or partner to attain new capabilities. The center is backed by Deloitte LLP’s breadth and depth of knowledge—and by its practical TMT industry experience. Our TMT-specific insights, and world-class capabilities help clients solve the complex challenges our research explores. Connect To learn more about the Center for Technology, Media & Telecommunications and stay up to date on our latest research and insights, please visit www.deloitte.com/us/tmtcenter. Subscribe To receive TMT email communications, please subscribe at https://my.deloitte.com/subscriptions.html and select your areas of interest. Engage Follow us on Twitter at: @DeloitteTMT. Contents Executive summary 2 Media consumption is now more fluid and round-the-clock 4 As people sample more services, fatigue sets in 5 Streaming video subscriptions: After a giant leap, a step back? 8 Growth in video gaming expands during the crisis 13 More people are watching video game content 15 What will stay and what will go? 15 Navigating the future of media and entertainment: The big questions 17 Endnotes 18 Digital media trends survey, 14th edition Executive summary OR THE 14TH edition of Deloitte’s Digital By the start of 2020, a crisis emerged: the rapid media trends survey, we launched our initial spread of the COVID-19 virus. In May, Deloitte Fsurvey at the end of 2019. As data came in, we launched a second survey to assess the impact of saw a big trend in media and entertainment COVID-19 on US consumers and their media (M&E): Consumers were adding, sampling, and consumption (see sidebar, “About Digital media cancelling services in search of the best value for trends”). By this time, nearly 95% of the US their time and money. They subscribed to an population had been under “shelter in place” average of 12 media and entertainment services, orders,1 business activity had been widely while also seeking more free and subsidized restricted, and more than 20 million Americans entertainment, such as ad-supported streaming had lost their jobs.2 Between our pre–COVID-19 video. With so many entertainment options, and COVID-19 surveys, Deloitte has a unique competition to attract and retain customers vantage on how the pandemic has changed media was fierce. consumption habits in the short term, and its potential long-term impact. ABOUT DIGITAL MEDIA TRENDS The 14th edition of the Digital media trends survey was conducted in two parts by Deloitte’s Technology, Media & Telecommunications practice. Two surveys were fielded by an independent research firm. The first online survey (pre–COVID-19 survey), of 2,103 US consumers, was conducted from December 2019 to January 2020. The second online survey (COVID-19 survey), of 1,101 consumers, was conducted in May 2020. We conducted this survey to understand how the COVID-19 pandemic had changed media consumption habits. All data is weighted back to the most recent census to give a representative view of what US consumers are doing. For meaningful changes, we look for differences in tracking and generations of at least five percentage points. The data below shows a breakdown of how we define the five generations represented in this survey. Gen Millennials Gen Boomers Matures million million million million 9 million Born 2006–1997 Born 1996–1983 Born 1982–1966 Born 1965–1947 Born 1946 and prior 2 COVID-19 accelerates subscriptions and cancellations as consumers search for value Media consumption is now more fluid and round-the-clock HAT WE FOUND is that the COVID-19 makes it even more critical for subscription story isn’t so much “before and after” as services to deliver value, especially since they’re up Wit is “before and faster.” against growing competition from livestreaming video services and video gaming. Customer acquisition has accelerated, especially in paid streaming video, music, and gaming The situation is particularly acute for movie subscriptions. People have more time on their theaters, sports, and live events that have had hands to watch, listen, and play games, and they closures during the crisis. They are challenged to are adding new services to get new content. More sustain engagement and trust, and compete with are trying new media and entertainment options the cost, comfort, and safety of watching from that have been enabled or accelerated by the crisis. home. The pressures are likely to mount when Social viewing, livestreaming, and first-run movies consumers have less money to spend—39% of our that release directly to COVID-19 survey digital services have all respondents reported a shown strong What we found is that the decrease in their engagement during COVID-19 story isn’t so much household income since shelter-in-place the pandemic began. guidelines. In difficult “before and after” as it is times, many turn to the “before and faster.” How the pandemic and solace of media and resulting economic entertainment. repercussions will unfold is hard to predict, and it remains uncertain At the same time, it is harder to keep customers— how much of these behaviors will persist afterward. more are cancelling services. Introductory offers of But the opportunities and challenges facing media free or reduced rates, along with compelling and entertainment companies are getting clearer, original content, are attracting subscribers. But along with the questions executives should ask they’re likely to cancel a service if the content dries themselves to take advantage of windfalls, recover up and they can’t justify the full price. The from setbacks, and thrive in the decade to come. emergence of free, ad-supported alternatives 3 Digital media trends survey, 14th edition As people sample more services, fatigue sets in S CONSUMERS LOVE digital entertainment. Pre–COVID-19, our survey showed the average US Each household has an average of seven consumer had 12 paid media and entertainment digital devices with screens—smartphones, subscriptions (figure 1).4 Millennials averaged 17 U 3 5 tablets, smart TVs, and laptops. Providers face an subscriptions, Gen Z had 14, and Gen X had 13. increasingly crowded array of competing options And 27% of consumers, including 42% of for media and entertainment but, for now, Millennials, said they planned to subscribe to more streaming video services rule the screen. services in the coming year. I 1 Entertainment subscriptions add up aid media and entertainment subscriptions per consumer 1 1 1 1 8 7 Total Gen Millennials Gen Boomers Matures ote aid media and entertainment subscriptions pa V streamin video streamin music video ames audio boos diital maaines and nespapers ource Diital media trends 1th edition preCOVID-19 surve Deloitte nsights deloitte.com/insights 4 COVID-19 accelerates subscriptions and cancellations as consumers search for value I Younger consumers plan to cut entertainment subscriptions as fatigue mounts Overhelmed b subscriptions Intend to cut subscriptions 43% 40% 33% 30% 28% 28% 9 24% Total Gen Millennials Gen ource Diital media trends 1th edition preCOVID-19 surve Deloitte nsights deloitte.com/insights Our pre–COVID-19 survey also found that than they can handle or afford. For providers, subscription fatigue was adding up. Consumers customer churn may become a growing problem. were juggling more costs and content, with a strong correlation between feeling fatigued and the desire Since the COVID-19 pandemic began, consumers to reduce subscription services (figure 2). we surveyed have been adding and cancelling subscriptions (figure 3). For example, 20% of US Among Millennials, 40% felt “overwhelmed” by the consumers made changes to their streaming music number of subscriptions they manage, and 43% subscriptions: 12% added at least one service, 5% intended to reduce them. For Gen Z and Gen X, cancelled at least one, and 3% added some and these numbers hovered around 30%, suggesting that cancelled others. many consumers have signed up for more services 5 Digital media trends survey, 14th edition I Addition and subtraction Chanes made to paid subscriptions since the COVID-19 pandemic bean dded oth added and cancelled Cancelled Streaming video service 23 9 5 Streaming music service 12 3 5 33 Gaming service 11 3 4 Audiobooks 8 2 5 Newsnewspaper print or digital 8 2 5 Magaine print or digital 7 3 6 ource Diital media trends 1th edition COVID-19 surve Deloitte nsights deloitte.com/insights 6 COVID-19 accelerates subscriptions and cancellations as consumers search for value Streaming video subscriptions: After a giant leap, a step back? HE TREND OF additions and cancellations, With this leap, 80% of US consumers now both before and since COVID-19, becomes subscribe to at least one paid streaming video Tclearer when we examine streaming video service (figure 4), up from 73% in our pre–COVID- subscriptions. Additions take center stage. In our 19 survey. In what may be a lagging indicator of the pre–COVID-19 survey, 27% of US consumers said shift to streaming, nearly 70% of Boomers now they had planned to add a new streaming video have a paid streaming video subscription.