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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:

    2021

  • Companies:

    11 major social media websites, plus aggregate of smaller sites

Benchmarks by Industry

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2020 2021
Quality of mobile app 81 82
Reliability of mobile app (minimal down time, crashes, lags) 79 80
Ease of using the site on different devices (smartphones and tablets) 76 77
Site performance 76 77
Ease of navigation 76 75
Speed and reliability of video clips 74 75
Variety of services and information 74 75
Freshness of content 73 74
Ease of uploading and editing photos and videos 73 73
Relevance of content 71 72
Amount of ads on site 69 71
Privacy 69 71

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Company

Social Media

Company 2020 2021 % Change
Social Media 70 70 0.0%
Pinterest 77 78 1%
YouTube (Google) 75 76 1%
All Others 75 74 -1%
Wikipedia 75 73 -3%
Reddit NM 72 NA
TikTok NM 72 NA
Snapchat 72 70 -3%
Instagram (Facebook) 71 69 -3%
LinkedIn (Microsoft) 67 69 3%
Tumblr 66 69 5%
Facebook 64 62 -3%
Twitter 68 61 -10%

NM – Not measured  NA – Not available

Connect With ACSI

Connect With ACSI

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