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

Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT

By: Tracey E. Schelmetic    9/27/2023

Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…

Read More

More Enterprises Turn to CCaaS to Deliver Better Customer Interactions

By: Greg Tavarez    9/27/2023

Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…

Read More

The benefits of Salesforce phone system integration

By: Contributing Writer    9/27/2023

Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…

Read More

Now Available from Zoom: Workforce Engagement Management Suite for Contact Centers

By: Alex Passett    9/26/2023

Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…

Read More

The Great Generational Shopping Divide: Feedback and Patterns of Boomers, Gen X, Millennials, and Gen Z

By: Alex Passett    9/25/2023

A new report titled "The Great Generational Shopping Divide" studied plenty of distinct differences between generations' expectations and preferences.

Read More