ANN ARBOR — Facebook, LinkedIn, and Twitter have the least satisfied users in social media, according to the latest data from the American Customer Satisfaction Index 2018 E-Business Report.
Customer satisfaction with social media as a whole fell 1.4 percent to a score of 72 on the ACSI’s 100-point scale, ranking it among the bottom five of all industries measured by ACSI, and the lowest of the three e-business categories.
The other two categories fared better: Internet news and opinion held steady at 75, while internet search engines and information climbed 3.9 percent to a score of 79.
“Privacy concerns, bots, and toxic online discourse have taken their toll on social media,” said David VanAmburg, managing director at ACSI. “But users report they’re even less satisfied with the amount of advertising on social media sites than with privacy protections. Privacy is important to users, but is often in the back of their mind. Advertising is in their face, and unlike with TV and radio, where they’re used to advertising, users don’t want to be inundated with ads while looking at pictures of their grandkids or watch a commercial before a YouTube video.”
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