Benchmarks for Industry Websites

The American Customer Satisfaction Index independently measures user website experience across a wide range of consumer industries, offering a first-of-its-kind index of website satisfaction at national, sector, and industry levels. The website scores are based on more than 25,000 interviews and encompass user experience with websites of more than 200 companies within 33 industry categories covered by the ACSI throughout the year. ACSI clients gain access to website satisfaction results for industry competitors, as well as best-in-class companies in other industries.

ACSI Website Satisfaction Index Press Release »

March 25, 2014

2014 Website Satisfaction Index
Industry Website
Satisfaction
Score
(0-100)
Credit Unions 86
Consumer Shipping 85
Banks 85
Hotels 84
Full-Service Restaurants 83
Property & Casualty Insurance 83
Limited-Service Restaurants 82
Food Manufacturing, Soft Drinks, Breweries (combined) 82
Automobiles & Light Vehicles 81
Life Insurance 81
Apparel, Athletic Shoes (combined) 81
Department & Discount Stores 80
Airlines 80
Internet Brokerage 80
Specialty Retail Stores 79
Health & Personal Care Stores 79
Personal Computers 79
Supermarkets 79
National Website Satisfaction Index 78.2
Internet Retail 78
Televisions & Video Players, Household Appliances (combined) 78
Wireless Telephone Service 77
Cellular Telephones 77
Internet Travel 77
Internet Portals & Search Engines 76
Energy Utilities (cooperative, investor-owned, and municipal combined) 75
Computer Software 75
Ambulatory Care, Hospitals (combined) 74
Fixed-Line Telephone Service 74
Health Insurance 73
Internet News & Information 73
Subscription Television Service 72
Internet Service Providers 70
Social Media 68