Internet Social Media

The ACSI has a decade of experience analyzing customer satisfaction with the internet’s largest social media websites. Each year, the ACSI interviews hundreds of users about their recent experiences with these heavily trafficked websites. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Internet Social Media Benchmarks »

Internet Social Media Customer Experience Benchmarks

The ACSI captures customer opinions about critical elements of the user experience with social media websites, including:

    • Ease of use on different devices (mobile, tablet)
    • Freshness of content
    • Relevance of content
    • Amount of advertising
    • Video clip speed and reliability
    • Ease of uploading and editing photos and videos
    • Variety of services and information
    • Site navigation
    • Site performance
    • Privacy
    • Quality of mobile app
    • Reliability of mobile app

ACSI E-Business Report 2019-2020 »

The ACSI Client Advantage

Internet social media industry clients can take advantage of ACSI’s competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential internet social media industry data spanning a decade, with over 30 data points per year for the largest websites in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own website’s performance in relation to industry peers and best-in-class companies in other industries. Clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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