ANN ARBOR, Mich.–(BUSINESS WIRE)–#client satisfaction–Of the three e-commerce industries – social media, online news and opinion, and search engines and news – only social media shows improvement in customer satisfaction, according to the 2021-2022 Satisfaction Index study American customer (ACSI®).
User satisfaction with social media rose 1.4% to an ACSI score of 71 (out of 100), while news and opinion websites fell 1.4% to 73. Users remain the most satisfied with search engines and information despite a 1.3% drop to 75.
“While Americans’ appetite for media consumption has waned in recent months, we see that satisfaction with all major online news outlets is declining or stagnating, with little differentiation between the most large sites,” says Forrest Morgeson, assistant professor of marketing at Michigan State University. and Emeritus Research Director at ACSI. “As several social media sites stumble, Twitter jumped 11%, recovering from its steep decline last year to post the biggest improvement yet in 2022.”
Pinterest falters, no longer alone at the top of social media, while Twitter recovers in a big way
Pinterest fell 3% to an ACSI score of 76, now sharing the social media lead with YouTube, which is unchanged from last year.
TikTok takes second place after rising 1% to 73, followed by the smallest group of social media sites, which slips 3% to 72. Reddit and Wikipedia fall 1% and 3% respectively to 71, ahead of Snapchat ( unchanged) and Tumblr (+1%) at 70 each.
Twitter is rebounding from a massive drop last year, jumping 11% to 68. LinkedIn shares the same score after slipping 1% year-over-year. Instagram slips 3% to an ACSI score of 67, while Facebook takes last place after dropping 2% to 61.
News and opinion websites stumble, as satisfaction with FOXNews.com and CNN.com declines further
Once again, the group of small news and opinion sites leads the rest of the industry, although it remains unchanged at an ACSI score of 76.
FOXNews.com faltered again, slipping 1% to a new all-time high score of 71. USATODAY.com, down 1%, tied FOXNews.com for the second year in a row.
Three news sites each score 70: HuffPost (down 1%), NBCNews.com (down 1%) and NYTimes.com (unchanged).
ABCNews.com, flat at 69, is joined at the bottom of the industry by CNN.com, down 3% year-over-year.
Small search engines overtake Google as industry leader
The small search engine group jumped 3% to an ACSI score of 79, officially overtaking Google as the industry leader among search engines and news sites. The latter stumbles 5% to 75, falling to a tie with MSN (+4%) for second place.
The number of responses increased by 3% to 73, just ahead of Yahoo! (down 1% to 72) and Ask (down 1% to 71). Bing is down 1% to 70, collapsing into a last-place tie with AOL, which is improving 1% year over year.
The ACSI E-Business 2021-2022 study is based on interviews with 5,499 customers, randomly selected and contacted by email between July 2021 and June 2022. Follow ACSI on LinkedIn and Twitter on @theACSI.
No advertising or other promotional use may be made of the data and information contained in this release without the prior express written permission of ACSI LLC.
The American Customer Satisfaction Index (ACSI®) has been a national economic indicator for 25 years. It measures and analyzes customer satisfaction with more than 400 companies in 47 industries and 10 economic sectors, including various federal and local government agency services. Reported on a scale of 0 to 100, the scores are based on interview data with approximately 500,000 customers per year. For more information, visit www.theacsi.org.
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Allie Carroll 267-294-7735