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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:

    2021

  • Companies:

    7 major news websites, plus aggregate of smaller sites

Benchmarks by Industry

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2020 2021
Quality of mobile app 82 83
Reliability of mobile app (minimal down time, crashes, lags) 81 82
Freshness of content 78 79
Site performance 78 79
Ease of navigation 78 78
Ease of using the site on different devices (smartphones and tablets) 77 78
Variety of services and information 76 78
Speed and reliability of video clips 75 76
Amount of ads on site 71 72

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Company

News and Opinion
Company 2020 2021 % Change
News and Opinion 74 74 0.0%
All Others 76 76 0%
FOXNews.com 75 72 -4%
USATODAY.com 71 72 1%
CNN.com (AT&T) 70 71 1%
HuffPost 69 71 3%
NBCNews.com (Comcast) 72 71 -1%
NYTimes.com 70 70 0%
ABCNews.com 72 69 -4%

Connect With ACSI

Connect With ACSI

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