Welcome!

Cognitive Computing Authors: Kelly Burford, Elizabeth White, Kevin Benedict, Liz McMillan, Yeshim Deniz

News Feed Item

ACSI: Customer Satisfaction with E-Business Rebounds as Social Media, Search Engines and News Sites Improve

Customer satisfaction with social media, search engines and online news and opinion websites is up, according to the E-Business Report released today by the American Customer Satisfaction Index (ACSI). The latest results reveal a 2.9 percent rise in user satisfaction with e-business websites to 73.4 on ACSI’s 100-point scale.

“Even with improvements across the board, e-business – and social media in particular – doesn’t do well in terms of user satisfaction,” says Claes Fornell, ACSI Chairman and founder. “It is rare to see strong growth in an industry with such low customer satisfaction. However, several of the major players seem to have realized that their long-term prospects may be in jeopardy unless they do better.”

Pleased Pinners Make Pinterest Number One in Social Media

Social media websites rank among the worst-performing companies tracked by the ACSI, but overall, social media has improved compared to a year ago. After climbing 4.4 percent to 71, social media is now the fourth lowest-scoring category in the ACSI, above only airlines (69), subscription TV (65) and Internet service providers (63).

Both Facebook and LinkedIn register higher satisfaction this year, but according to their own users, these sites are still the worst in the industry. Facebook gains 8 percent to 67, but the rise in satisfaction precedes the news that the social networking giant manipulated the news feeds of half a million users as part of a psychological experiment. LinkedIn also jumps 8 percent to an ACSI score of 67 – the site’s highest to date – but continues to lag all except Facebook. Twitter reaches a new high as well, up 6 percent to 69, as users respond positively to its updated site design and enhanced integration of photos and videos.

“Advertising continues to be a drag on the social media customer experience, but it is hard to tell if consumers are getting used to the advertising or if these companies have been able to offset disruption with tweaks to the rest of the experience,” says ACSI Director David VanAmburg. “I’m surprised at the movement at the bottom of the industry, but it remains to be seen if these scores can hold as social media continues to monetize its users.”

Consumers have a new favorite in social bookmarking site Pinterest, which climbs 6 percent to an ACSI score of 76. The site has made steady gains with pinners over the past three years, but improved features and search functions now push Pinterest to the top of the social media category for the first time.

Meanwhile, user satisfaction with Wikipedia is down 5 percent to 74. The crowd-sourced encyclopedia aims to balance quality control measures with efforts to grow its supply of editors. Thus far, attempts to make participation easier for newcomers have not been well received by existing users. But even with the drop in user satisfaction, Wikipedia still outperforms most of the industry.

After a series of changes to its commenting system, YouTube rebounds 3 percent to 73, matching the average of all other social media sites such as Instagram, Reddit and Tumblr. Google+ is unchanged at 71 after dropping 9 percent a year ago, leveling out for its third birthday.

Google Asserts Commanding Lead Among Search Engines and Portals

Customer satisfaction with portals and search engines jumps 5.3 percent to 80, largely on the strength of the world’s most popular search engine, Google, which surges 8 percent to an ACSI score of 83.

“A sharp increase in search engine advertising contributed to a drop in user satisfaction last year, but Google’s latest change to the way ads are labeled, along with its focus on the mobile user experience, may be steps in the right direction,” says VanAmburg.

VanAmburg continues, “Google has some of the most satisfied customers in all of ACSI, and given its enormous lead in search engines, it is unlikely that the competition is going to dislodge Google’s very loyal customer base.”

The other search engines and portals fall well below Google for user satisfaction. The combined score for smaller niche-like search engines is up 10 percent to 77, but still lags the leader. Google’s larger competitors are even worse off. Bing falls 4 percent to 73 and ties MSN, which dips 1 percent. Meanwhile, Yahoo! drops 7 percent to 71, its lowest score yet. This is the third consecutive decline for Yahoo!, which outsourced much of its search engine to Microsoft’s Bing four years ago. In last place, AOL slips a further 1 percent to 70.

Smaller News Websites Sweep Ahead of Mainstream Media

User satisfaction with news and opinion websites is up 1.4 percent to 74, driven by readership of sources outside mainstream media. Most of the largest media organizations register declines in online reader satisfaction. In contrast, the combined score for all other Internet news outlets jumps 7 percent to 77.

For the first time in five years, FOXNews.com no longer has the most satisfied readers. User satisfaction slipped 2 percent last year, but Fox remained far ahead of the field. This year, FOXNews.com dives 7 percent to 76.

Meanwhile, USATODAY.com gains 4 percent to 76 and ties FOXNews.com for the first time. USA TODAY has enhanced its digital platforms – including a revamped mobile website – and is the only major news outlet to improve online reader satisfaction. ABCNews.com slips to 74, followed by NYTimes.com at 73. CNN.com falls 4 percent to tie TheHuffingtonPost.com at the bottom of the rankings (70), though a 1 percent uptick marks Huffington Post’s first-ever improvement in user satisfaction.

The full report is available for free download at www.theACSI.org. Follow the ACSI on Twitter at @theACSI and Like us on Facebook.

No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of ACSI LLC.

About ACSI

The American Customer Satisfaction Index (ACSI) is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States. The ACSI uses data from interviews with roughly 70,000 customers annually as inputs to an econometric model for analyzing customer satisfaction with more than 230 companies in 43 industries and 10 economic sectors, as well as over 100 services, programs, and websites of federal government agencies.

ACSI results are released throughout the year, with all measures reported on a scale of 0 to 100. ACSI data have proven to be strongly related to a number of essential indicators of micro and macroeconomic performance. For example, firms with higher levels of customer satisfaction tend to have higher earnings and stock returns relative to competitors. Stock portfolios based on companies that show strong performance in ACSI deliver excess returns in up markets as well as down markets. And, at the macro level, customer satisfaction has been shown to be predictive of both consumer spending and GDP growth.

ACSI and its logo are Registered Marks of the University of Michigan, licensed worldwide exclusively to American Customer Satisfaction Index LLC with the right to sublicense.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
Recently, REAN Cloud built a digital concierge for a North Carolina hospital that had observed that most patient call button questions were repetitive. In addition, the paper-based process used to measure patient health metrics was laborious, not in real-time and sometimes error-prone. In their session at 21st Cloud Expo, Sean Finnerty, Executive Director, Practice Lead, Health Care & Life Science at REAN Cloud, and Dr. S.P.T. Krishnan, Principal Architect at REAN Cloud, discussed how they built...
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, led attendees through the exciting evolution of the cloud. He looked at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering m...
In his session at 21st Cloud Expo, Raju Shreewastava, founder of Big Data Trunk, provided a fun and simple way to introduce Machine Leaning to anyone and everyone. He solved a machine learning problem and demonstrated an easy way to be able to do machine learning without even coding. Raju Shreewastava is the founder of Big Data Trunk (www.BigDataTrunk.com), a Big Data Training and consulting firm with offices in the United States. He previously led the data warehouse/business intelligence and B...
With tough new regulations coming to Europe on data privacy in May 2018, Calligo will explain why in reality the effect is global and transforms how you consider critical data. EU GDPR fundamentally rewrites the rules for cloud, Big Data and IoT. In his session at 21st Cloud Expo, Adam Ryan, Vice President and General Manager EMEA at Calligo, examined the regulations and provided insight on how it affects technology, challenges the established rules and will usher in new levels of diligence arou...
Nordstrom is transforming the way that they do business and the cloud is the key to enabling speed and hyper personalized customer experiences. In his session at 21st Cloud Expo, Ken Schow, VP of Engineering at Nordstrom, discussed some of the key learnings and common pitfalls of large enterprises moving to the cloud. This includes strategies around choosing a cloud provider(s), architecture, and lessons learned. In addition, he covered some of the best practices for structured team migration an...
The 22nd International Cloud Expo | 1st DXWorld Expo has announced that its Call for Papers is open. Cloud Expo | DXWorld Expo, to be held June 5-7, 2018, at the Javits Center in New York, NY, brings together Cloud Computing, Digital Transformation, Big Data, Internet of Things, DevOps, Machine Learning and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding busin...
No hype cycles or predictions of a gazillion things here. IoT is here. You get it. You know your business and have great ideas for a business transformation strategy. What comes next? Time to make it happen. In his session at @ThingsExpo, Jay Mason, an Associate Partner of Analytics, IoT & Cybersecurity at M&S Consulting, presented a step-by-step plan to develop your technology implementation strategy. He also discussed the evaluation of communication standards and IoT messaging protocols, data...
Smart cities have the potential to change our lives at so many levels for citizens: less pollution, reduced parking obstacles, better health, education and more energy savings. Real-time data streaming and the Internet of Things (IoT) possess the power to turn this vision into a reality. However, most organizations today are building their data infrastructure to focus solely on addressing immediate business needs vs. a platform capable of quickly adapting emerging technologies to address future ...
22nd International Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, and co-located with the 1st DXWorld Expo will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud ...
22nd International Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, and co-located with the 1st DXWorld Expo will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud ...
DevOps at Cloud Expo – being held June 5-7, 2018, at the Javits Center in New York, NY – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real results. Among the proven benefits,...
@DevOpsSummit at Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, is co-located with 22nd Cloud Expo | 1st DXWorld Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait...
Cloud Expo | DXWorld Expo have announced the conference tracks for Cloud Expo 2018. Cloud Expo will be held June 5-7, 2018, at the Javits Center in New York City, and November 6-8, 2018, at the Santa Clara Convention Center, Santa Clara, CA. Digital Transformation (DX) is a major focus with the introduction of DX Expo within the program. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive ov...
SYS-CON Events announced today that T-Mobile exhibited at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on qua...
SYS-CON Events announced today that Cedexis will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Cedexis is the leader in data-driven enterprise global traffic management. Whether optimizing traffic through datacenters, clouds, CDNs, or any combination, Cedexis solutions drive quality and cost-effectiveness. For more information, please visit https://www.cedexis.com.
SYS-CON Events announced today that Google Cloud has been named “Keynote Sponsor” of SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Companies come to Google Cloud to transform their businesses. Google Cloud’s comprehensive portfolio – from infrastructure to apps to devices – helps enterprises innovate faster, scale smarter, stay secure, and do more with data than ever before.
SYS-CON Events announced today that Vivint to exhibit at SYS-CON's 21st Cloud Expo, which will take place on October 31 through November 2nd 2017 at the Santa Clara Convention Center in Santa Clara, California. As a leading smart home technology provider, Vivint offers home security, energy management, home automation, local cloud storage, and high-speed Internet solutions to more than one million customers throughout the United States and Canada. The end result is a smart home solution that sav...
SYS-CON Events announced today that Opsani will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Opsani is the leading provider of deployment automation systems for running and scaling traditional enterprise applications on container infrastructure.
SYS-CON Events announced today that Nirmata will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Nirmata provides a comprehensive platform, for deploying, operating, and optimizing containerized applications across clouds, powered by Kubernetes. Nirmata empowers enterprise DevOps teams by fully automating the complex operations and management of application containers and its underlying ...
SYS-CON Events announced today that Opsani to exhibit at SYS-CON's 21st Cloud Expo, which will take place on October 31 through November 2nd 2017 at the Santa Clara Convention Center in Santa Clara, California. Opsani is creating the next generation of automated continuous deployment tools designed specifically for containers. How is continuous deployment different from continuous integration and continuous delivery? CI/CD tools provide build and test. Continuous Deployment is the means by which...