Report: Customer satisfaction with search fells, in social Google+ beats Facebook

Earlier this week the American Customer Satisfaction Index( ACSI) released its” e-business ” report. The category includes search, social media and news and information sites. Social media held steady, while the search and online news sectors declined vs. last year.

In the aggregate “search engines” dropped in customer satisfaction by 1.3 points. Microsoft properties( MSN, Bing) suffered the largest deteriorations vs. 2016 of 4 and three points respectively. Google was off two points compared to last year.

The best rating Google has received, since measurement began in 2002, is 86( out of 100 ). The first year ACSI measured Google satisfaction it received a score of 80.

Social media as a category was stable; however there was motion among the individual players. Surprisingly, Google+ captured the highest satisfaction level of the group, with 81 phases. The report attributes this to its redesign and the addition of new features.

Pinterest gained two points to capture the second highest score( 78 ). Twitter, however, was the biggest gainer and outstripped Facebook. Of the sites measured, LinkedIn had the lowest score( 65 ), though it didnat lose ground vs. last year. Astonishingly, Snapchat was not measured.

[ Read the full article on Search Engine Land .]

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