Yesterday ForSee Results released their annual E-Business Report based on ACSI (American Customer Satisfaction Index) methodology.
“The American Customer Satisfaction Index (ACSI) is an economic indicator that measures the satisfaction of consumers across the U.S. economy. ” [source]
The following general observations were made in the ForeSee Results’ study:
- Social Media: Current customer satisfaction is quite poor (70 points on average) as the industry enters the Index for the first time. It has the lowest industry aggregate score of any of the e-business or e-retail industries measured by the ACSI. Wikipedia is one of the leaders per ACSI having scored 77 points, which is 14 points above Facebook which had its 64 points [a surprising low].
- News & Information Sites: The overall customer satisfaction with news and information sites this year is at 74. ACSI debutant FoxNews.com is at the top with a score of 82, which is five points above nearest competitor USAToday.com which scored 77. CNN.com is even lower — 73 points.
- Portals & Search Engines: Customer satisfaction with this type of websites dives 7% this year: from 84 points in 2009 to 77 now (for the record, Google dived down 6 points from 86 to 80) Bing, which was measured for the first time, has shown a decent score of 77, second only to Google.
Here is more data from this interesting report by ForeSee Results in graphs:
Social Media ACSI Scores
Customer Satisfation Averages in Other Industries
2002-2010 ASCI Scores for Portals & Search Engines
Once again, the full 11-page report may be picked up here.