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Social Media

Cut through the noise with measurement that’s meaningful

Capture a more reliable measure of user satisfaction and the know-how to
improve it.

SOCIAL MEDIA

The data-powered social media industry is thriving more than ever but is also faced with unique challenges that have a direct impact on user satisfaction. Moreover, customer feedback is noisy, and most survey data are prone to measurement error. Explore what drives users toward one platform over another using ACSI’s statistical expertise and deep understanding of user behavior.

At a glance:

SOCIAL MEDIA

  • Inaugural year:

    2010

  • Updated:

    annually

  • most recent data:

    2022

  • Companies:

    11 major social media websites, plus aggregate of smaller sites

Satisfaction Benchmarks by Company

Social Media

Company 2021 2022 % Change
Social Media 70 71 1.4%
Pinterest 78 76 -3%
YouTube (Google) 76 76 0%
TikTok 72 73 1%
All Others 74 72 -3%
Reddit 72 71 -1%
Wikipedia 73 71 -3%
Snapchat 70 70 0%
Tumblr 69 70 1%
LinkedIn (Microsoft) 69 68 -1%
Twitter 61 68 11%
Instagram (Meta) 69 67 -3%
Facebook (Meta) 62 61 -2%

Social Media Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2021 2022
Quality of mobile app 82 82
Reliability of mobile app (minimal down time, crashes, lags) 80 78
Ease of using the site on different devices (smartphones and tablets) 77 77
Ease of navigation 75 76
Site performance 77 76
Speed and reliability of video clips 75 74
Variety of services and information 75 74
Ease of uploading and editing photos and videos 73 73
Freshness of content 74 73
Relevance of content 72 72
Privacy 71 71
Amount of ads on site 71 69

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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