customer

CustomerZone360 NEWS

Free eNews Subscription

New Study Finds Varying Success Among Internet-Based Customer Experiences

By Luke Bellos August 06, 2021

The American Customer Satisfaction Index (ASCI) revealed the results of the organization’s annual e-business ranking report, which analyzes the customer satisfaction success of three specific online business categories: social media, search engines/information, and news/opinion.

ACSCI compiled data from 5,544 randomly selected customers, who offered their opinions on a number of specific areas related to their overall experience with the selected brands. Customers were asked to provide feedback on a number of specific elements of the user experience. Some examples of categories include: quality of mobile app,ease of navigation, speed/reliability, and privacy.

This year’s report found some rather surprising results from some of the most widely used sites, demonstrating that users are becoming more critical of how responsive brands are to ensuring quality across all spectrums. Some of the highest rated brands included Pinterest (78/100), Youtube(76/100), and Google(76/100), with Pinterest gaining an additional percentage point from the last assessment.

Other notable brands experienced a slight decrease in customer experience satisfaction, with Instagram, Facebook(73, Snapchat(70/100) and Wikipedia(73/100) slipping nearly 3%. One of the most shocking discoveries of the report was that Twitter, one of the most popular social media sites being used today, dropped 10%, cementing itself in last place with the most significant drop.




Edited by Maurice Nagle
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

Editor, CustomerZone360

SHARE THIS ARTICLE
Related Articles

Zappix and OP360 Create Seamless Self-Service Experiences

By: Greg Tavarez    6/7/2023

Zappix and OP360, in a new partnership, bring together their expertise to address the evolving customer experience demands.

Read More

TDCX Announces New AI Consulting Arm

By: Tracey E. Schelmetic    6/7/2023

Customer experience solutions provider TDCX announced the launch of its AI consulting arm, TDCX AI.

Read More

UK Customers Abandon Merchants That Lack Favorable Shipping Options

By: Tracey E. Schelmetic    6/6/2023

E-commerce shipping solutions companies ShipEngine and ShipStation recently published a guide titled, "Exploring the Nuances in Ecommerce."

Read More

Taking Sales Communication to the Next Level: Pipedrive Debuts Advanced Call Center Integrations

By: Greg Tavarez    6/6/2023

Pipedrive announced the launch of two new advanced integrations with CloudTalk and JustCall to streamline sales communication and make business calls …

Read More

TCN Enhances Consent Tracking Feature to Help Debt Collectors Succeed with SMS Communications

By: Tracey E. Schelmetic    6/5/2023

Cloud-based call center platform provider TCN, Inc. has announced SMS Consent Tracking feature enhancements to its flagship platform, TCN Operator.

Read More