Survey: Social Websites Rank Low With Consumers

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Pinterest topped the list in this year’s American Customer Satisfaction Index, with an index score of 71, which is up 4.4 percent from 2013. The ACSI findings confirm that usability and even responsive design remain a top priority for consumers when it comes to web, smartphone and tablet interfaces.

The index uses a 100-point scale to survey satisfaction among 6,259 customers of Internet social media, portals, search engines and news and opinion.

The benchmarks measured: ease of site on smartphones and tablets; site performance; freshness of content; ease of navigation; variety of services and information; speed and reliability of video; amount of ads and privacy.

Social media websites are the fourth lowest scoring websites in the index, although the websites jumped 4.4 percent from last year according to the ACSI.

The social media websites — YouTube, Google+, Twitter, Facebook, LinkedIn and an All Others category — saw an increase in its ACSI score from 2013 except Wikipedia, which dropped 5 percent to No. 2.

The study pointed out that social media lags behind other e-business websites for ease of use and overall site performance for smartphone and tablet devices. Read more from the ACSI’s report.


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