Twitter rebounds from disastrous year, Google loses grip on search engines, study
Among the three e-business industries – social media, online news and opinion, and search engines and information – only social media shows improved customer satisfaction, according to the American Customer Satisfaction Index (ACSI®) E-Business Study 2021-2022.
User satisfaction with social media inches up 1.4% to an ACSI score of 71 (out of 100), while news and opinion websites slip 1.4% to 73. Users remain most satisfied with search engines and information despite a 1.3% dip to 75.
Forrest Morgeson, Director of Research Emeritus, ACSI: “As Americans’ appetite for media consumption has lessened in recent months, we’re seeing satisfaction with all major online news outlets decline or stagnate, with little differentiation among the biggest sites. While several social media sites stumble, Twitter jumps up 11%, recovering from its sharp drop last year to post the biggest improvement thus far in 2022.”
Pinterest tumbles 3% to an ACSI score of 76, now sharing the social media lead with YouTube, which is unchanged from last year
TikTok sits alone in second place after improving 1% to 73, followed by the smaller group of social media sites, which slides 3% to 72. Reddit and Wikipedia fall 1% and 3%, respectively, to 71, ahead of Snapchat (unchanged) and Tumblr (up 1%) at 70 apiece.
Twitter rebounds following a massive decline last year, surging 11% to 68. LinkedIn shares the same score after sliding 1% year over year. Instagram slips 3% to an ACSI score of 67, while Facebook takes last place after dropping 2% to 61.
Once again, the group of smaller news and opinion sites tops the rest of the industry despite remaining unchanged at an ACSI score of 76.
FOXNews.com falters again, sliding 1% to a new record-low score of 71. USATODAY.com, down 1%, ties FOXNews.com for the second year in a row.
Three news sites score 70 each: HuffPost (down 1%), NBCNews.com (down 1%), and NYTimes.com (unchanged).
ABCNews.com, steady at 69, is joined at the bottom of the industry by CNN.com, down 3% year over year.
The group of smaller search engines surges 3% to an ACSI score of 79, officially supplanting Google as the industry leader among search engines and information sites. The latter stumbles 5% to 75, falling into a tie with MSN (up 4%) for second place.
Answers improves 3% to 73, just ahead of Yahoo! (down 1% to 72) and Ask (down 1% to 71). Bing backtracks 1% to 70, slumping into a last-place tie with AOL, which improves 1% year over year.
The ACSI E-Business Study 2021-2022 is based on interviews with 5,499 customers, chosen at random and contacted via email between July 2021 and June 2022.
