The American Customer Satisfaction Index (ACSI) has released its annual look at the “e-business” sector, which consists of ratings for social media sites, portals and search engines, and online news and information sites. And this year the news isn’t good. The social media category saw its overall score fall a point to 68 on ACSI’s 100-point scale, a reading that puts it above only internet service providers (ISPs) and on par with the chronically low-rated TV service providers. And while search engines and portals scored higher, their aggregate reading saw a significant drop.
Turning first to social media sites, the study finds that the most popular continue to be the most poorly rated. Among the 7 sites measured, LinkedIn and Facebook shared the lowest rating of 62, with the former slipping by a point and the latter improving by a point from last year. Facebook appeared to fall victim to privacy concerns: asked to rate each site’s commitment to protecting personal information, visitors were more than twice as likely to hand Facebook ratings of 4 or less on a 10-point scale than any other social media site. Read the rest at MarketingCharts.