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

Related Articles

TELUS International Study Highlights the Importance of Voice Engagement for Customers

By: Tracey E. Schelmetic    4/24/2024

A recent study completed by TELUS International highlighted the importance of a future in which individuals can engage with data - including customer …

Read More

Nimble and PhoneBurner Partner for a Solution to Improve Outbound Calling

By: Tracey E. Schelmetic    4/23/2024

CRM solutions provider Nimble recently unveiled an integration with PhoneBurner. The partnership blends PhoneBurner's outbound calling with Nimble's p…

Read More

Calabrio Offers a New Solution to Quality Monitor and Analyze Chatbots

By: Tracey E. Schelmetic    4/23/2024

Workforce performance solutions provider Calabrio recently announced a new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics giv…

Read More

CUSTOMER Magazine Announces Winners of the 2024 Voice Technology Excellence Awards

By: TMCnet News    4/19/2024

The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in an evolving and growing Voice Technology ma…

Read More

Eventide Steps into Call Centers with NexLog DX-Series Recorders

By: Greg Tavarez    4/17/2024

Eventide Communications, a provider of public safety recording solutions, extended its reach into the call center market with the NexLog DX-Series rec…

Read More