Although customer satisfaction with social media did not again experience a further drop as was seen in 2018, consumers remain wary amidst privacy concerns. According to The American Customer Satisfaction Index’s (ACSI) E-Business Report 2018-2019, it is noteworthy that social media is among the bottom six categories of the 46 industries measured.
The most recent survey showed customer satisfaction with social media holding steady at 72 on a 100-point scale. Satisfaction improved for the smaller internet news and opinion sites, jumping 4% to a total of 80, while search engines slipped 2.5% down to 77.
Within social media, Pinterest remains at the top for the second year in a row with an unchanged score of 80. A combination of content relevance, information variety, and an acceptable level of advertising place it is head and shoulders above its competition. Facebook, by contrast, is at the back of the pack with 63 amidst privacy controversies, a large number of ads, and issues with news feeds and photo uploads.
Online news saw a 2.7% increase as a whole, with FOXNews.com holding the lead for individual sites at 78 thanks to a strongly loyal audience. CNN, despite improvements across a large section of its user experience and a 1% increase, remains at the bottom with 69. For search engines, the loss of Google+ and the controversies surrounding it saw Google fall 4% to 79, however they still lead the search engine sector. Yahoo! fell 5% to last place with a total of 70, while AOL jumped by 9% to third with 74.
The report interviewed 7,690 customers selected at random from July 17th, 2018 to June 26th, 2019 to establish these ratings.
