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News and Opinion

Understand your reader—earn their loyalty

Delve deeper to identify consumer preferences and what drives reader loyalty.

NEWS AND
OPINION

The increase in online news consumption has given rise to both new and legacy outlets focused on delivering news in faster and more digestible formats. Use the ACSI model to get a deeper understanding of consumer preferences and perceptions when it comes to the world of digital news and opinion.

At a glance:

News and Opinion

  • Inaugural year:

    2002

  • Updated:

    annually

  • Most recent data:

    2022

  • Companies:

    7 major news websites, plus aggregate of smaller sites

Satisfaction Benchmarks by Company

Online News and Opinion
Company 2021 2022 % Change
Online News & Opinion 74 73 -1.4%
All Others 76 76 0%
FOXNews.com 72 71 -1%
USATODAY.com 72 71 -1%
HuffPost 71 70 -1%
NBCNews.com (Comcast) 71 70 -1%
NYTimes.com 70 70 0%
ABCNews.com 69 69 0%
CNN.com 71 69 -3%

Online News and Opinion Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2021 2022
Quality of mobile app 83 80
Reliability of mobile app (minimal down time, crashes, lags) 82 79
Freshness of content 79 78
Site performance 79 78
Ease of navigation 78 77
Ease of using the site on different devices (smartphones and tablets) 78 77
Speed and reliability of video clips 76 76
Variety of services and information 78 76
Amount of ads on site 72 71

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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