Social Media/News Study Results...
Monday, August 2, 2021
A new American Customer Satisfaction Index Study finds Pinterest
maintaining its edge in social media with Twitter tumbling to the bottom. News and opinion websites are status quo but FoxNews.com falls to a record low. Google tops search engines but its lead is
shrinking. Those are the headlines, now for the details from Denise DiMeglio and ACSI...
Managing Director at ACSI, David VanAmburg: "While Facebook is
traditionally near the low end of social media, Twitter's sudden plunge is quite surprising. The same goes for FOXNews.com in the news and opinion category, as user satisfaction has never been lower.
Customer satisfaction with each category may be unchanged, but it's hard to ignore the negative movement among these well-known players."
After stumbling 2.8% last year, social media overall is stable
with an ACSI score of 70 (out of 100). Among individual platforms, the gap between the top and bottom now stretches to 17 points. Pinterest maintains its lead over the industry as satisfaction rises
1% to 78. YouTube moves into sole possession of second place after climbing 1% to 76, followed by the smaller group of social media sites - down 1% at 74. Wikipedia loses ground, dropping 3% to 73,
just ahead of ACSI newcomers Reddit and Tik Tok, both premiering with scores of 72. Snapchat, down 3% year over year, is next at 70. Just below the industry average is a 3-way tie at 69 with
Instagram, down 3%, Linkedin (up 3%) and Tumblr (up 5%). Facebook stays near the bottom with user satisfaction falling 3% to 62. Twitter is last after experiencing the largest decline across all 3
e-business categories, dropping 10% to an ACSI score of 61...
Following a 3.9% drop one year ago, user satisfaction with news
and opinion websites holds steady with an ACSI score of 74. Even unchanged, the group of smaller news and opinion sites still beats the rest of the industry with a score of 76. FOXNews.com loses its
stranglehold among individually measured sites, as satisfaction plunges 4% to a new record low mark of 72. USATODAY.com, up 1%, now ties with FOXNews.com. Three news sites score 71 each: CNN.com., up
1%, HuffPost, up 3%, and NBCNews.com, down 1%. Following an 8% drop last year, NYTimes.com stays put at 70. ABCNews.com falls into last place after a 4% decline to an ACSI score of
Among the 3 e-business categories, users are most satisfied with
search engines and information sites. Most search engines post positive gains, and the industry overall is stable with an ACSI score of 76. Google remains the industry leader with an unchanged score
of 79, but the competition is gaining ground. The group of smaller search engines take second place again, inching up 1% to 77. Yahoo builds off last year's success, climbing 1% to a score of 73.
Ask.com and MSN follow, both rising 1% to 72. Answers.com is up 1% and Bing, unchanged, follows, both have 71. Last place AOL is the only search and information site to experience a downturn in user
satisfaction, dropping 3% to a score of 69 and losing ground for a second year...
The ACSI E-Business Study (2020-2021) is based on interviews
with over 5,000 customers, chosen at random and contacted via email between July 6, 2020 and June 15, 2021. You can find ACSI on Linkedin and Twitter @theACSI
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