Online News and Opinion
Understand your reader—earn their loyalty
Delve deeper to identify consumer preferences and what drives reader loyalty.
ONLINE 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:
Online News and Opinion
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Inaugural year:
2002
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Updated:
annually
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Most recent data:
2022
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Companies:
7 major news websites, plus aggregate of smaller sites
Satisfaction Benchmarks by Company
Online News and Opinion
| First Hidden Column | Company | 2021 | 2022 | % Change |
|---|---|---|---|---|
| 0 | Online News and Opinion | 74 | 73 | -1% |
| 1 | FOXNews.com | 72 | 71 | -1% |
| 1 | USATODAY.com | 72 | 71 | -1% |
| 1 | HuffPost | 71 | 70 | -1% |
| 1 | NBCNews.com (Comcast) | 71 | 70 | -1% |
| 1 | NYTimes.com | 70 | 70 | 0% |
| 1 | ABCNews.com | 69 | 69 | 0% |
| 1 | CNN.com | 71 | 69 | -3% |
| 1 | All Others | 76 | 76 | 0% |
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.