September 18, 2020         
CatholicVote launches $9.7 million campaign to expose Joe Biden's anti-Catholic record and policies   •   Noodle & Boo Names Judy Carlo, Former Mustela GM, Senior Vice President of Worldwide Sales   •   Au Pair Program is Essential For AuPairCare Working Families - And Satisfaction Rates Are High   •   American Diabetes Association® Empowers Youth at Home Nationwide through Project Power   •   GEICO’s Response Team Is in Place and Ready to Handle Your Auto Claim Needs   •   Alliance of Channel Women Thanks Outstanding Volunteers with 2020 ACT Awards   •   NWFCU Foundation Donates $10,000 to Inova Cares Clinic for Children   •   Design Inspiration Coming to You Via "Dream Nursery"!   •   Alliance of Channel Women Announces Winners of 2020 LEAD Awards   •   BlackNorth Initiative Invites Quebec Corporate CEOs to Sign Pledge to End Anti-Black Systemic Racism   •   Forbes Ranks Tractor Supply a Top Employer for New Graduates   •   Fourth Annual “I’m Listening” Broadcast to Air on All Entercom Stations Nationwide   •   HealthShare Symposium 2020 Special Event, presented by Healthgrades, Encouraged Attendees to Turn Recent Challenges into Opportu   •   Helen of Troy Limited Announces Earnings Release Date, Conference Call, and Webcast for Second Quarter Fiscal Year 2021 Results   •   Minister of Justice hosts virtual forum on Diversity on the Bench   •   HITN Learning Marks Hispanic Heritage Month With a Month-Long Celebration of Language and Cultures   •   Dr. Scholl’s Shoes Wins Footwear Honor at the Accessories Council’s Design Excellence Awards for the Second Year in   •   Campbell Appoints Camille Pierce as Chief Culture Officer   •   American College of Lifestyle Medicine Recognized by President's Council on Sports, Fitness & Nutrition as a NYSS Champion t   •   INROADS Hispanic Initiatives Close The Gap For Latinx Students
Bookmark and Share

Customer Satisfaction with Social Media and Digital News Falters Despite Traffic Surge, ACSI Data Show

ANN ARBOR, Mich. , August 04 /Businesswire/ - When the COVID-19 pandemic ramped up in the United States in March 2020, visits to general news websites skyrocketed and social media usage surged. Yet, even before the pandemic sent traffic soaring across the e-business segment, customer satisfaction overall was weakening.

This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20200804005015/en/

According to the latest ACSI E-Business Report, while traffic surged during the pandemic, satisfaction floundered for each industry within the segment. (Graphic: Business Wire)

According to the latest ACSI E-Business Report, while traffic surged during the pandemic, satisfaction floundered for each industry within the segment. (Graphic: Business Wire)

Customer satisfaction in all three e-business categories – social media, search engines and information, and news and opinion – falters year over year, according to the American Customer Satisfaction Index (ACSI®) E-Business Report 2019-2020.

“The pandemic merely amplified the downward trend that was already evident in the social media and internet news and opinion industries,” says David VanAmburg, Managing Director at the ACSI. “The spike in user numbers did nothing to improve satisfaction in these categories. In fact, both experienced additional small dips during the latter part of the ACSI interview period, which coincided with COVID-19 stay-at-home orders.”

Pinterest’s social media lead shrinks; YouTube’s tumble opens door for Wikipedia

Social media continues its slow but persistent downward satisfaction trend, falling 2.8% overall to an ACSI score of 70 (out of 100). Once again, the category places in the bottom five among 46 ACSI industries.

User satisfaction varies widely across individual platforms, with a 13-point gap separating the top from the bottom.

After two years of stability, Pinterest retreats 4% to a score of 77. While it remains the social media standard, ACSI data show that Pinterest’s overall site performance has eroded compared to last year.

Like Pinterest, YouTube suffers a 4% drop but stays in second place at 75, leaving it in a three-way tie with Wikipedia (up 1%) and the smaller group of social media sites (up 1%), which includes Reddit and TikTok.

Snapchat (up 1% to 72) and Instagram (down 1% to 71) swap places. For Instagram, this year marks its lowest level of satisfaction since its first ACSI measure in 2015.

The remaining sites all score below the industry average of 70. Twitter dips 1% to 68, while LinkedIn slides 3% to 67. Tumblr climbs 3% to 66 but ranks worst in class for site navigation. Despite inching up 2% to 64, Facebook remains anchored to the industry’s bottom.

Online news faces perception and trust issues

After hitting a high point in 2019, user satisfaction with news and opinion websites slumps 3.9% to an ACSI score of 74. The decline is widespread, with nearly all online news outlets losing ground regardless of the political leanings of their audiences. ACSI data show that reader expectations overall have fallen significantly this year, dropping to the lowest level in six years.

While the group of smaller news and opinion sites tops the industry, it’s less appealing to readers this year, with satisfaction plummeting 5% to 76. FOXNews.com holds its lead among individually measured sites, yet falls 4% to a record-low score of 75.

ABCNews.com and NBCNews.com follow suit, both slipping 1% to 72. USATODAY.com experiences a steeper slide, plunging 4% to 71.

NYTimes.com suffers the largest decline across all three e-business categories, with user satisfaction plummeting 8% to 70. For NYTimes.com, loyalty is at its lowest point in 15 years.

CNN.com is the only news site to buck the trend of declining satisfaction, moving up 1% to tie NYTimes.com. While CNN.com improves for the second year, satisfaction remains below its historic average.

HuffPost finishes in last place after inching back 1% to 69. Despite minor improvement, readers find advertising on HuffPost more intrusive than on other news sites.

Google maintains lead, while Yahoo! rises from the ashes

User satisfaction with search engines and information sites continues to fall, sliding 1.3% to an ACSI score of 76.

After a 4% drop last year, Google remains atop the industry with a steady score of 79. The group of smaller search engines places second, down 1% to 76.

Unlike the rest of the industry – and much of the e-business segment overall – Yahoo! moves in a positive direction, rising 3% to 72. Following last year’s last-place showing, Yahoo! is the only search engine to post a gain.

Several search and information sites cluster together with scores of 71, and all show downturns in user satisfaction. AOL plunges the most, down 4%, while Ask.com retreats 3%. The two Microsoft sites, Bing and MSN, each dip 1%. Answers.com finishes in last place with a 1% slip to 70.

The ACSI E-Business Report 2019-2020 on internet social media, search engines and information, and news and opinion is based on interviews with 16,487 customers between July 2019 and June 2020. Download the full report, and follow the ACSI on LinkedIn and Twitter at @theACSI.

No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of ACSI LLC.

About the ACSI

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 46 industries and 10 economic sectors, including various services of federal and local government agencies. Reported on a scale of 0 to 100, scores are based on data from interviews with roughly 500,000 customers annually. For more information, visit www.theacsi.org.

ACSI and its logo are Registered Marks of the University of Michigan, licensed worldwide exclusively to American Customer Satisfaction Index LLC with the right to sublicense.


STORY TAGS: Photo/Multimedia, Men, Internet, Social Media, Consumer, Technology, Other Communications, Publishing, Other Consumer, Women, Seniors, Communications, Other Technology, Michigan, United States, North America, Survey, Economic News/Analysis,

Video

White House Live Stream
LIVE VIDEO EVERY SATURDAY
alsharpton Rev. Al Sharpton
9 to 11 am EST
jjackson Rev. Jesse Jackson
10 to noon CST


Video

LIVE BROADCASTS
Sounds Make the News ®
WAOK-Urban
Atlanta - WAOK-Urban
KPFA-Progressive
Berkley / San Francisco - KPFA-Progressive
WVON-Urban
Chicago - WVON-Urban
KJLH - Urban
Los Angeles - KJLH - Urban
WKDM-Mandarin Chinese
New York - WKDM-Mandarin Chinese
WADO-Spanish
New York - WADO-Spanish
WBAI - Progressive
New York - WBAI - Progressive
WOL-Urban
Washington - WOL-Urban

Listen to United Natiosns News