Source: American Customer Satisfaction Index (ACSI) [download page]
Notes: Customer satisfaction with social media websites improved by 3 points year-over-year to an average score of 71 on the ACSI’s 100-point scale, which nevertheless ranks 4th-lowest of the 43 industries measured. This year, Pinterest led the social rankings with its users giving it an average score of 76. Despite each improving by 5 points, LinkedIn and Facebook (both with a score of 67) had the lowest ratings (the survey was conducted before news of Facebook’s emotion study). Meanwhile, social media users were most satisfied with site performance (index score of 84) and least satisfied with the amount of ads on the sites (75).
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About the Data: The ACSI E-Business Report 2014 covering Internet social media, portals and search engines, and news and opinion is based on interviews with 6,259 customers of these three categories of e-business, chosen at random and contacted via email between May 6 and May 29, 2014. Customers are asked to evaluate their recent experiences with the websites of the largest companies in terms of visitor traffic, plus an aggregate category consisting of “all other” and thus smaller companies.