Want a sure-fire way to dissatisfy users on social media? Show them ads and mess with their private data. According to the American Customer Satisfaction Index (ACSI®) 2018 E-Business Report, customer satisfaction with social media as a whole fell 1.4 percent to a score of 72 on the ACSI’s 100-point scale. Customer satisfaction with social media ranked it among the bottom five of all industries measured by ACSI.
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Highlights of the Report
In the internet news and opinion category, FOXNews.com maintained its lead over NYTimes.com, with CNN.com a distant last place. In the search engine category, Google continues to be in the lead.
Pinterest, YouTube, and LinkedIn were the only social media sites to improve customer satisfaction this year. In fact, user satisfaction with Pinterest grew. Pinterest users gave it really high marks when it came to the amount of ads and protection of their data.
LinkedIn gained some additional user satisfaction, but not much–it’s still in last place next to Twitter.
Search Engines
It’s no surprise that Google remains the top search engine when it comes to user satisfaction. However, there are some interesting changes to note. According to the ACSI report:
- Google is the undisputed leader of search, according to users, with its first-place ACSI score unchanged at 82.
- MSN rockets up 6 percent to a 76, largely the result of user satisfaction with the many features and services on its homepage. Microsoft’s Bing search engine remains unchanged at 73.
- Yahoo! gains 1 percent to 74, a far cry from its high score of 80 in 2005. Ask.com sinks 3 percent to 70, followed by Answers.com (up 1 percent to 69), which announced it will no longer accept questions, but existing content will be archived. AOL continues to lag the industry, dropping 3 percent to 68.
The full ACSI report can be read here: http://www.theacsi.org/news-and-resources/customer-satisfaction-reports/reports-2018/acsi-e-business-report-2018
