Customer Satisfaction With News, Social Media Slides Despite Surge In Traffic
ANN ARBOR—When the COVID-19 pandemic ramped up in the United States in March, visits to general news websites skyrocketed and social media usage surged. Yet, even before the pandemic sent traffic soaring across the e-business segment, customer satisfaction overall was weakening. Customer satisfaction in all three e-business categories—social media, search engines and information, and news